Blog post by Dean Clayton
SMAX Product Manager
No industry is subject to waves of change as often as technology. It has a long reach, touching everything we use. So how do innovations, such as Machine Learning, AI and automation, affect the well-established technologies of Service Management? Because, as Zaid Ismail of AfroCentric Group explains, the two can no longer be separated. “Service management has become relevant across the enterprise, not just within IT.”
Research by IDC has recognized the need for continuous innovation. Traditional ITSM tools do not use the data and knowledge the Service Desk team records to help prioritize issues, which can negatively impact productivity and service levels if unresolved.
The need to evolve is clear - and the latest intelligent Enterprise Service Management (ESM) tools use:
- Analytics and machine learning to predict issues
- Self-serve functionality to reduce resolution time
- Dashboards offering data visibility to track KPIs
...And all while ensuring continuous improvement with every new ticket. For companies such as the Desjardins Group, such innovations lead to “significantly increased availability, greater efficiencies, and improved productivity. Most importantly… enhanced our ability to responsibly and lucratively support both our internal and external members.”
So, what can an ESM solution do for you?
Come along to our Service Management Forum, Engaging User Experience Made Easy on 12 September in Dublin or on the 19 September in London. Discover how an ESM strategy can transform your business, from infrastructure modernisation to self-service enablement driven by machine learning and virtual agents, to analytics-led automation and performance monitoring to boost efficiencies – all while reducing costs.
In addition, we are delighted to welcome Jonathan Kehoe, Head of Application Support at Verizon Connect, Ireland; and Ben Watt, End User Computing Manager at The James Hutton Institute, UK, who will be sharing user insight and their Service Management journeys.
The facts on SMAX
Both Verizon and The Institute deploy Micro Focus® Service Management Automation X (SMAX), which uses a virtual agent to power a self-service portal managing 500 IT requests, and 300 non-IT requests, every month. Here, virtual agents enable automated 24x7 assistance, complimented by email to enhance continuous customer support.
What will you learn?
Our product experts will be on-hand to answer your key questions, including:
- How can your service desk benefit from AI and Automation?
- What is the role of virtual agents in supporting the existing team?
- Can such technologies really reduce costs, while delivering faster resolution?
Where and when?
Date: Thursday 12 September 2019
Location: Hilton Garden Inn, 1 Customer House Quay, North Dock, Dublin, D01 V9X5
*This way for the full agenda and registration.
Date: Thursday 19 September 2019
Location: Micro Focus Office, 4th Floor, 88 Wood Street, London, EC2V 7QT
*View the agenda and register here.
The latest report from Enterprise Management Associates offers insights into how new technologies can deliver pre-eminent service, faster.
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