This document was initially shared at itSMF Denmark conference in October 2018 / Roskilde. This is the annual service management conference, in 2018 it has as a theme the AI impact on Service Management.

1. Daniel Popa
October 2018
/sm:ʌɪ:l/
itSMF Denm

2. Myths
CONTEN
TS
Small talk Practical cases Skills
010
011
01 02 03

3. morning
afternoon
evening
morning
lunch
night
early morning
Myth : robots don’t sleep !72%
Myths

4. Function SLEEP
Causes execution to cease and become
dormant for approximately the seconds of
real time indicated by seconds, whereupon
execution is resumed.
LISP
Python
R Language
time.sleep(secs)
Suspend execution of the calling thread for the given number of
seconds.
Sys.sleep(time)
Using this function allows R to temporarily
be given very low priority and hence not to
interfere with more important foreground
tasks.
There is no guarantee that the process will sleep
for the whole of the specified interval
(sleep might be interrupted), and it may well
take slightly longer in real time to resume
execution.
Myths

5. Small talk
…a piece of history and future
01

6. How we design
How we develop
Safe to use, use it safely
Ideas
Small
talk

7. ~ 30 years of ITSM
~ 60 years of Artificial Intelligence
• Talos was probably the first robot (giant automaton)
• Pandora was made, not born – Hephaestus
• 1956 – Dartmouth conference, AI as a field of research
• First AI “winter” 1974 - 1980
• Second AI “winter” 1987 – 1993
• Third AI “winter” ?
Small
talk

8. NOT a hype
OR ?AI
“Artificial intelligence (AI) is not science fiction; it is already part of our
everyday lives(…) AI is one of the most strategic technologies of the
21st century.”
http://europa.eu/rapid/press-release_IP-18-3362_en.htm
European Commission - press release – 25 April,2018
“The last decade has seen a confluence of
factors—in particular, improved techniques
such as deep learning, and the growth in available data
and computer processing power—enable this technology to be deployed far more
extensively.”
https://publications.parliament.uk/pa/ld201719/ldselect/ldai/100/100.pdf
“AI in the UK: ready, willing and able ?”
Small
talk

9. https://futureoflife.org/background/benefits-risks-of-artificial-intelligence/
Small
talk
2050
Most likely
beneficial

10. DATA
Algorithm
Heavily biased
Small
talk

11. Cultural heritage
History
DNA
Daily interractions
Small
talk
Language

12. It is intelligent
One day may achieve consciousness
It is code – algorithm
It is powered by data
It is here to enhance our capabilities
It has the same objectives with humans
Product
PartnerPeople
Process
Process
Process
Process
Process
Process
Process Process
Process
Process
Process
Small
talk

13. What is the product liability directive? Why is guidance needed?
“The EU has liability rules for defective products. (…)
In principle, if AI is integrated into a product and a defect can be
proven in a product that caused material damage to a person, the
producer will be liable to pay compensation.”
Small
talk

14. Use cases in ITSM
02

15. Privacy
Consumer protection
Non-discrimination
Goals
Safety
Fairness
Myth : robots are evil!
Myths

16. Use cases in
ITSM

17. 01 02 03 04 05
Language enables communication
Natural Language Processing
is powerful
My robot talks to you
I talk to your robot
Your robot will talk with my robot
Collaboration and communication
Use cases

18. • Contract text / legislation
• Reduce cognitive biases
• Enables dynamic SLAs
Service Level Agreements
Use cases

19. Skills
03

20. Story
telling
Cognitive
psychology
R
Complexity
science
Sonja Blignaut
https://www.morebeyond.co.za/using-cynefin-to-make-sense-of-preparing-for-the-future-of-work/
https://www.weforum.org/agenda/2018/09/future-of-jobs-2018-things-to-know/
Skills

21. Skills
“The ability to learn faster than competitors
may be THE ONLY
sustainable competitive advantage.”

23. Daniel POPA
https://www.linkedin.com/in/popadaniel/
Thank YOU !