1 - 6 of 6 Chapters
[As more and more industries are experiencing digital disruption, using information technology to enable a competitive advantage becomes a critical success factor for all enterprises. Enterprises need to provide an engaging experience to their clients, while ensuring reliable fulfilment of the...
[Facilitating autonomic behavior is largely achieved by automating routine maintenance procedures, including problem detection, determination and resolution. System monitoring provides effective means for problem detection. Coupled with automated ticket creation, it ensures that a degradation of...
[Service optimization is key in the drive to further automate and increase the effi-ciency of the services provided to clients. A given client may be ahead, in one or more areas, versus where other clients are. Learning from these best-of-breed cli-ents benefits the other clients in optimizing...
[Before we explain how AI could be leveraged to dramatically transform the Solutioning phase, it is important to outline the role of this phase across the Service Delivery lifecycle as well as the major personas involved.]
[Conversational AI permeates our daily lives through chatbots such as Alexa, Siri, Google etc. We can ask questions about weather, music, shop for flowers or control various home electronics devices in a conversational manner. We believe that conversational interaction will dominate the next...
[In the following chapter, we summarize best practices for the introduction of AI in service management, for the benefit of IT leaders and their teams. In our view, the following points are essential:Introducing AI has to be part of a holistic strategy of transforming service management. It...
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