ITSM is about more than managing IT services; it’s also about managing IT “as a service.” It means delivering and managing end-to-end IT services, not just delivering network, compute, storage and third-party services separately. ITSM is also not just the commonly adopted ITIL processes like incident, problem and change management. We’ve created an informative page…
There’s no denying that AI and machine learning are two of the hottest topics in the world today. Based on the many articles and marketing brochures, it seems that AI is going to solve all of humanity’s problems within the next few years. If it can tackle huge global issues, surely it can solve your…
ITIL is a standard of global best practice in IT service management (ITSM). ITIL has traditionally been used by IT organizations and, until the 2019 ITIL 4 update, it was predominantly focused on IT service management. As such, some people think of ITIL and ITSM as interchangeable terms. That’s not quite right, though. ITIL 4…
Artificial intelligence (AI), automation and analytics are redefining ITSM’s role in business innovation, services, and organizational reinvention. Though these advances are potentially game-changing, they are not without their challenges. From functional understanding to technological complexity and from resource allocation to simple change aversion, many factors can interfere with adoption. EMA recently conducted research to investigate…
Today we are seeing a proliferation of chatbots. These chatbots run a whole gamut of applications, from answering website queries, mortgage related questions, choosing a pair of shoes, to queries related to IT issues. However, not all chatbots are created equal. Some use AI, and some are touted as being AI-enabled but really are scripted.…
A new case study from Enterprise Management Associates demonstrates Symphony SummitAI’s ability to deliver AI-powered IT service management for its customers. The case study chronicles the journey of a multi-billion-dollar global manufacturer to a single, unified set of global IT processes that save an estimated $1.5 million annually. A leading manufacturer of consumer lifestyle innovations…
Many organizations are now exploring how AI could benefit their businesses. Gartner Research reports that AI adoption tripled in the last year. However, not all AI implementations or proofs-of-concept will be successful. Sometimes, the project was not well conceived, or the budget was not sufficient to see it through, or the data was not sufficient.…
In a recent artificial intelligence (AI)-related HDI webinar, Roy Atkinson of HDI, Stephen Mann of ITSM.tools, and I fielded questions related to what service and support managers need to know about AI. There were some pre-planned questions plus those offered by the audience. This blog shares some of the key AI-adoption points raised and the…
LOS ALTOS, Calif. – Feb. 19, 2019 – Symphony SummitAI (formerly known as Symphony Summit) today announced the latest version of its flagship product suite, SummitAI Alps. This release includes enhanced AI capabilities and other new innovative features to deliver intelligent, round-the-clock service desk functionality while reducing cost and complexity. Visit https://www.symphonysummit.com/ for more information.…
It can’t have escaped your attention that an updated version of ITIL – ITIL 4 – is coming. Well, to be more precise – it’s already here, with the first publication “ITIL Foundation, ITIL 4 edition” released on the 18th February ahead of the formal ITIL 4 launch on the 28th February 2019. People will,…