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Session 207: AI Comes to ITSM: Service Desk Apocalypse or Renaissance?

Doug Tedder  (Principal Consultant, Tedder Consulting LLC)

Location: TBD

Date: Wednesday, August 5

Time: 11:30 am - 12:30 pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Talking Technology

Vault Recording: TBD

Audience Level: Intermediate/Advanced

We've been seeing signs of the coming of artificial intelligence to ITSM – digital assistants, AI-guided self-help, chatbots, orchestration – for a couple of years now. But in the past year, the promise of AI has become reality. What does this mean for the service desk: is this the apocalypse, or is an opportunity to reinvent the service desk and correct the ITSM sins of the past? In this session, Doug Tedder identifies the opportunities that AI brings to ITSM overall, and the service desk specifically, and what you need to do to exploit the promise of AI technologies.

This session will cover:
• What AI in ITSM is…and is not
• What you need to do to get ready for AI