Decoding AI in ITSM: Actionable insights for IT leaders in 2024

The increasing adaptation of Artificial Intelligence (AI) is revolutionising how organisations interact with their customers. But there’s one question lingering on everyone’s minds. Can AI truly replace human agents in customer support?

As artificial intelligence (AI) continues to advance, it’s important to find the right balance between human and AI work to succeed in the modern workplace. The rise of user-friendly AI tools, like ChatGPT, is a significant technological shift.

Creating and maintaining a positive work environment is crucial for organisations pursuing long-term success. But when it comes to achieving a happy service desk, it’s about more than just resolving technical issues. It’s about building content and a motivated service desk team.

Companies around the world are utilising AI applications to enhance their procedures, optimise costs, avoid human mistakes, assist customers, improve customer experience, manage IT systems, and automate repetitive tasks. And as AI becomes more prevalent, its uses (and this list) will expand even further. We could even say that AI is taking the lead in

The rise of remote work and the use of AI and digital collaboration tools have expanded the attack surface, making intellectual property more vulnerable than ever. Why? It’s because these tools often require the sharing and transfer of data, which can potentially be intercepted or accessed by unauthorised individuals.

As we wrap up an incredible year of valuable insights, training courses, and events for IT professionals like you, we’ve compiled a collection of resources specifically designed to support your professional growth and development – our finest resources!

Whether you’re a tech expert, service desk guru, or business analyst, we have your back.