In this session Ian explored the new and exciting innovations starting to transform the IT and end-user working experience.

1. Rise Of The Machines
Ian Aitchison
Snr Director, ITSM, Ivanti
@IanAitchison

2. @IanAitchison

3. About Me
@IanAitchison

4. About You
@IanAitchison

5. Wouldn’t it be good…
@IanAitchison
…if things were easier
If Self Service was:-
Always simple
Always popular
Always preferred
Always easy
Always ehere

6. Source SDI Survey Nov 2017

7. There Is
An
Answer
@IanAitchison

8. Let’s talk About AI. What is AI?
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9. Artificial Intelligence Is…
@IanAitchison
Tesler’s Theorem

10. “as soon as it
works, no one
calls it AI
anymore”
John McCarthy 1956
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11. History
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12. Hephaestus (Vulcan)
http://greektitans.blogspot.com/2011/11/automatons.html
blacksmith of Olympus, maker of Automatons for the Gods.
@IanAitchison

13. Mary Shelley Frankenstein
Karel Capek Rossum’s Universal Robots
Pic : http://www.csmonitor.com/Science/2011/0928/Frankenstein-moon-Astronomers-vindicate-Mary-Shelley-s-account Pic:http://foustskingdom.pbworks.com/w/page/32658820/Rossum%27s%20Universal%20Robots
@IanAitchison

14. Charles Babbage
Designs for
Difference Engine 1822 - basic math
Analytical Engine - general purpose computations
‘Difference Engine 2’
Designs not finished
Pic: http://www.xrez.com/wp-content/uploads/2012/09/babbage12.jpg
@IanAitchison

15. Ada Lovelace
first computer
programmer
created algorithms for
Analytical Engine
Published in 1843
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16. Alan Turing
Shortened WW2 by 2 years,
solved Engima codes
with “bombes” (not
bombs)
Genius
As a big thanks, Turing was
later Prosecuted,
Chemically Castrated and
eventually
Committed Suicide
source : wikipedia

17. The Turing Test
A Test for artificial consciousness
Passes Test if panel of judges cannot determine that it is not conscious
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18. Let’s Do A Turing Test

19. Re:scam
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20. “machines will be capable,
within twenty years, of
doing any work a man
can do”
Herbert Simon, 1965
(but not women?? )
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21. “within a generation…
the problem of creating
artificial intelligence
will substantially be
solved”
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Marvin Minsky, 1967

23. 1997, IBM wins Chess
2011, Google wins Go
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24. “I, for one, welcome our new robot overlords”
Ken Jennings. Beaten by Watson in Jeopardy 2011
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25. You already have AI in the palm of your hand

29. Remember these?
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30. @IanAitchison

31. @IanAitchison

32. October 2017
Source : The Verge
Source : Cnet.com
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33. Opportunity Knocks!
• Three Types of AI
Artificial Narrow
Intelligence (ANI)
“Weak AI”
Focused on single task
Imitates result of brain
Fast, efficient, effective
Everywhere now
Artificial General
Intelligence (AGI)
“Strong AI”
Hypothetical as smart as
human
Reason, Plan, Solve, think
Abstractly, Learn
Doesn’t actually exist
Artificial Super
Intelligence (ASI)
Intellect smarter than the best
human brains in all ways
Creativity, Wisdom, Social
(see also ‘immortality’ and
‘extinction)
@IanAitchison

34. Technologies that learn on their own and can produce unanticipated results
There are three key requirements for AI:
1.Adapting behavior based on experience.
2.Not being totally dependent on instructions from people (they learn on their own).
3.Being able to come up with unanticipated results.
What is AI?
What is
Algorithmic
ITOps
AIOps platforms utilize big data, modern machine learning and other advanced
analytics technologies to directly and indirectly enhance IT operations
(monitoring, automation and service desk) functions with proactive, personal
and dynamic insight.
Gartner Sauys
@IanAitchison

35. IT is 24.7.365. Support desks are not
Source HDI survey 2016
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36. Key Trend - AI
Chat User
Interface
Artificial
Intelligence
Bots
Knowledge
Voice User
Interface
Social User
Interface
AutomationEnd User
Analyst
Business
Productivity

37. @IanAitchison

38. AI Comes Into The Enterprise In
Two Connected Waves
Wave 1
Conversational UI
Conversational AI
Knowledge
Automation
End User
Transformational Service
Experience
Save Time Save Money
Let’s call it ‘Bots’ for now
Wave 2
Decision Support
‘AIOps’
IT Operational Transformation
Learned outcomes
Applied change based on
outcomes
Powered by DATA and
AUTOMATION
@IanAitchison

39. Chatbot
Virtual
Support
Agent
Virtual
Assistant
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40. @IanAitchison

41. @IanAitchison

42. Chatbots Now
• Significant benefits both in efficiency and ease of interaction.
• Chatbots can combine steps in a process to make a somewhat complex sequence
of events a simple request. This request can be made in English or, if supported,
the user's native language.
• The chatbot can be part of a workflow or collaborative work environment.
• Most current chatbots require text entry to respond to the request, but as speech-
to-text engines become more broadly deployed as part of the chatbot platform, the
transition to voice- based requests will become pervasive.
• As natural-language processing continues to improve, chatbots will migrate to
being virtual personal assistants with the ability to act on behalf of the user in
predictable situations.

43. VOICE UI builds on BOTS
All of the above AI/Bots behaviour
can be driven by VOICE
- Siri, Alexa etc
Search, Find, Report etc
“What’s the current status of our Cloud
Services?”
“Who is next on my workload queue?”
“Deploy Adobe to Max”
@IanAitchison

44. @IanAitchison

45. Why is this so important for ITSM?
Why does ITSM have the ability to take the
greatest advantage from AI?
What has ITSM got already that nothing else has
really got?

46. KNOWLEDGE
@IanAitchison

47. Conversational UI
Conversational AI
Knowledgebase
Integration/Automation
Workflow (Process)
Communicate
Know
Do
Learn
Improve
@IanAitchison

48. Kbot = Improving and Learning
1. Email a
Question
2. Receive an
Answer
Knowledge Searched
Human Team Write New Answer
Learning – New
Knowledge Automatically
Created.
3. No good?
Reply to Kbot
4. Receive an
Answer
Email Knowledge Bot
@IanAitchison

51. Now : Make Your Own Bot
• Decide a good achievable use-case
• Use ITSM Tools with knowledge and automation
• Use Conversational UI (chat, email, social, twitter – email easiest, but don’t be
limited).
• Use Conversation sentences not template auto responses
• Give it a Name and a Personality
Next : Plan to fully implement
▪ Read, Learn, identify your own use cases
@IanAitchison

52. The new consumer experience
IS CONVERSATIONAL
IS AI
Two types of Enterprise AI (Bots and Ops)
Bots (Bot, VA, VSA) benefit IT, The Business, The
EndUser
Save Time and Money
Improve Productivity and Satisfaction
Transform Self-Service
Position IT as an Innovator
@IanAitchison

53. Key Takeways!
1. “Artificial Intelligence” is just about to impact ITSM very
significantly
2. Self Service is the area of greatest immediate positive benefit,
look for Bots and Conversational-UI
3. Look for AI opportunities to transform ITSM – in your
organisation and with your ITSM tool vendors
@IanAitchison

54. ITSMF UK
Premier Gate, Easthampstead Road, Bracknell,
RG12 1JS, United Kingdom
Tel: +44 (0) 118 918 6500 | Web: www.itsmf.co.uk