About the Author John Noctor, Chief Delivery Officer, SDI. Dedicated to driving customer success and delivering exceptional customer experiences, John is an evangelist for continual improvement, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 25 years) in ITSM tools, implementations and service transformation, John is the SDI’s Chief DeliveryContinue reading “Surrounded by Intelligence: Our New Reality “
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Episode 3: The Personal Touch of AI
Welcome to the third episode of our podcast, ‘The ITSM Spotlight’. In this episode, we’re discussing the personal or human side of AI and answering why companies should focus on personalisation and AI-driven customer experiences in 2024. Listen to the new episode HERE! Transcript: Hello, and welcome back to the ITSM Spotlight podcast, where we discuss the IT industry’s latestContinue reading “Episode 3: The Personal Touch of AI”
The ITSM Spotlight Podcast by SDI
Welcome to our new podcast: The ITSM Spotlight! Join us every six weeks as we unravel the latest trends, share success stories, and explore the world of technology and the ITSM industry. Whether you’re a tech enthusiast, IT professional, CX leader, a business owner, or just curious about the latest developments in the field, we’ve got you covered. ⚡ Don’tContinue reading “The ITSM Spotlight Podcast by SDI”
AI in ITSM: 62% of Respondents Find AI Integration Challenging
There is a growing trend towards integrating AI-based capabilities within ITSM processes. According to our recent research, 71% of organisations are researching or piloting AI in ITSM, while only 4% have fully integrated AI into their IT service management. These statistics indicate that while many organisations are aware of AI’s potential, full integration is still low. Why? Moving from pilot projectsContinue reading “AI in ITSM: 62% of Respondents Find AI Integration Challenging”
The Adoption of Generative AI in the Workplace
According to McKinsey research, the adoption of generative AI in the workplace has more than doubled in the past five years, with continued investment. But despite many organisations quickly adopting AI, some still haven’t seen big productivity boosts. Why? Well, extensive training is needed for current and future employees to make the most of these AI tools, which organisations doContinue reading “The Adoption of Generative AI in the Workplace”
Understanding the ITSM Landscape in 2024
In this blog post, we’ll explore how the adoption of new AI technologies is impacting the ITSM industry and dive into some statistics related to the common challenges organisations face. We’ll also take a closer look at cybersecurity trends and the latest trends in improving employee experience in 2024. So, if you’re interested in getting a better picture of howContinue reading “Understanding the ITSM Landscape in 2024”
AI in Customer Service: Can AI Replace Customer Support Agents?
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? Any evolution in technology often leads to tough questions and shifts in customers’ mindsets. And research suggests people are more open to adapting AI than ever. According to a surveyContinue reading “AI in Customer Service: Can AI Replace Customer Support Agents?”