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Artificial Intelligence: The Skillsets IT Service Desk Agents and Managers Need in the Age of AI
When thinking about the skillsets that IT service desk agents and managers need in the context of introducing artificial intelligence (AI)-based capabilities, there’s likely a focus on the new skills these roles require. However, it’s important to appreciate that the necessary skills for the IT service desk agent and IT service desk manager roles are […]
ServiceTeam ITSM: Why and How your ITSM Capabilities Need to Change
If you know your ITIL history, you might think that IT service management capabilities have remained somewhat static over the last thirty years. However, there has been significant change over this period – with technology becoming an even more important corporate capability and ITSM capabilities changing to reflect this and the added complexity in IT […]
IT Service Management: AI-Driven ITSM: Pioneering Workload Management for the Future
Constant evolution, rapid responses, and precision characterize information technology. In this type of environment, effective workload management is the cornerstone for success. With a wide array of issues and requests coming in from multiple channels, and from multiple people, artificial intelligence (AI) is a game changer to streamline workload management for IT service desks. We […]
Artificial Intelligence: Microsoft Copilot: The AI and Automation Opportunity for ITSM
Nowadays, it isn’t easy to talk about IT service management (ITSM) without referencing artificial intelligence (AI). Even board-level conversations include AI thanks to the media hype and personal adoption success of generative AI capabilities such as ChatGPT. This is driving top-down interest and demand. However, the AI and automation opportunity for ITSM also ties in […]