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Practical demo: Augmenting your ITSM with AI & automation

22 February 2023

Most IT service management (ITSM) teams want their service desk analysts to resolve more incidents on their own and deliver more “shift-left” outcomes. Portals, service catalogs, self-service, knowledge articles and chatbots do help, but many incidents are still being handled by the service desk or escalated to specialists, taking time and resources away from strategic initiatives.

In this session, Dave discusses how AI and Automation drive “big shift-left” outcomes. He’ll show how capabilities such as autonomous bots, comprehensive discovery, specialist-level packaged actions, real-time insights and digital experience scores can effectively augment service desk teams. He’ll also show how the use of these capabilities will help your team deliver proactive incident resolutions, autonomous security remediations and cost savings, while realizing vastly fewer escalations and improving employee experiences.

Join Dave as he covers:

  • Market dynamics driving higher demands and expectations for ITSM.
  • How to resolve incidents and security vulnerabilities proactively before employees report them.
  • How to reduce escalations by safely enabling tier 1 teams with powerful diagnostic and remediation tools.
  • How to measure and optimize the digital employee experience.
David Pickering
Senior Technical Product Marketing Manager
Ivanti