SlideShare a Scribd company logo
How AI Will Improve the Service
Desk Support Experience
Steve Yates
Cherwell Software
Artificial Intelligence Will
Reshape Technology Forever
#AreYouReady
Artificial intelligence is technology that appears to
emulate human performance typically by learning,
coming to its own conclusions, appearing to
understand complex content, engaging in natural
dialogs with people, enhancing human cognitive
performance (also known as cognitive computing) or
replacing people on execution of nonroutine tasks.
Artificial
Intelligence By 2020, AI technologies will be a top-
five investment priority for more than
30% of CIOs. (Source: Gartner)
30%
A Shift Towards
Digital Business
Analog Web E-Business Digital Business
AI Will
Impact Your
Organization
By 2020, AI technologies will be a top-five
investment priority for more than 30% of CIOs.
People born after 2010 — Generation Artificial
Intelligence (Gen AI) — will view AI as a natural
part of their social and work lives.
By 2020, 30% of new development projects will
deliver AI through joint teams of data scientists and
programmers
CEO-Directed IT/Digital Investments
AI Is Not Enterprise Ready
The Good News:
Your Enterprise is Not AI Ready
The Bad News:
Artificial Intelligence in IT
Service Management
Natural Language
Processing
Machine Learning Virtual Agents
Natural Language Processing
Natural Language
Processing
Machine Learning
Machine Learning
I wasn’t getting a response from any of the servers in
the web farm. In the past, you reset the load balancer.
I ahead and did that for you and now all the servers
are up and running. For more details see CHN116 for
details.
Thanks!
Virtual Agents for Self Service
Virtual Agents
I M A G E
Pushing Pause
Artificial Intelligence in IT
Service Management Inhibitors
Stodgy Frameworks Shadow IT Inability to Integrate
Process Over
People Frameworks
Artificial Intelligence in IT Service Management Inhibitors
Artificial Intelligence in IT Service Management Inhibitors
Shadow IT
Inability to Integrate
Applications &
Systems
Artificial Intelligence in IT Service Management Inhibitors
Pushing Fast Forward
Artificial Intelligence in IT
Service Management Enablers
Agile
Frameworks
Knowledge
Management
Enterprise Service
Management
REST API
Artificial Intelligence in IT Service Management Enablers
Agile Frameworks
Artificial Intelligence in IT Service Management Enablers
Knowledge
Management
Artificial Intelligence in IT Service Management Enablers
Enterprise Service
Management
Artificial Intelligence in IT Service Management Enablers
REST API
This Requires a New Approach
to Service Management
1 Develop a strategic framework to show how AI is
aligned to enabling and facilitating business goals
Recommendatio
ns
2
Get top-down management support for a broader
AI/ML vision. AI has broader impacts than just
ITSM, and require new ways of working.
3
Be realistic about the timeline for the coming of AI,
and prepare with process mapping, knowledge
management, and identifying use cases.
There are practical steps ITSM leaders and practitioners alike can take today to
lay the groundwork for adoption and success of AI. Download this free eBook to
learn what they are.
D o w n l o a d H e r e
Ready or Not, AI is Coming
Get In Touch!
At Cherwell, we help
organizations achieve their
core purpose through the use
of intuitive technology that
enables better, faster and
more affordable innovation.
Mission
USA Headquarters
Locations Phone
10125 Federal Drive
Suite 100
Colorado Springs, CO 80908
EMEA Headquarters
100 Longwater Avenue
Reading, Berkshire
United Kingdom
RG2 6GP
US HQ
Phone: (719) 386-7000
UK
Phone: +44(0)1793-544888
Germany
+49(0)89-309040-140
info@Cherwell.com

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Steve Yates - How AI Will Improve The Service Desk Support Experience

  • 1. How AI Will Improve the Service Desk Support Experience Steve Yates Cherwell Software
  • 2. Artificial Intelligence Will Reshape Technology Forever #AreYouReady
  • 3. Artificial intelligence is technology that appears to emulate human performance typically by learning, coming to its own conclusions, appearing to understand complex content, engaging in natural dialogs with people, enhancing human cognitive performance (also known as cognitive computing) or replacing people on execution of nonroutine tasks. Artificial Intelligence By 2020, AI technologies will be a top- five investment priority for more than 30% of CIOs. (Source: Gartner) 30%
  • 4. A Shift Towards Digital Business Analog Web E-Business Digital Business
  • 5. AI Will Impact Your Organization By 2020, AI technologies will be a top-five investment priority for more than 30% of CIOs. People born after 2010 — Generation Artificial Intelligence (Gen AI) — will view AI as a natural part of their social and work lives. By 2020, 30% of new development projects will deliver AI through joint teams of data scientists and programmers CEO-Directed IT/Digital Investments
  • 6. AI Is Not Enterprise Ready The Good News:
  • 7. Your Enterprise is Not AI Ready The Bad News:
  • 8. Artificial Intelligence in IT Service Management Natural Language Processing Machine Learning Virtual Agents
  • 10. Machine Learning Machine Learning I wasn’t getting a response from any of the servers in the web farm. In the past, you reset the load balancer. I ahead and did that for you and now all the servers are up and running. For more details see CHN116 for details. Thanks!
  • 11. Virtual Agents for Self Service Virtual Agents I M A G E
  • 13. Artificial Intelligence in IT Service Management Inhibitors Stodgy Frameworks Shadow IT Inability to Integrate
  • 14. Process Over People Frameworks Artificial Intelligence in IT Service Management Inhibitors
  • 15. Artificial Intelligence in IT Service Management Inhibitors Shadow IT
  • 16. Inability to Integrate Applications & Systems Artificial Intelligence in IT Service Management Inhibitors
  • 18. Artificial Intelligence in IT Service Management Enablers Agile Frameworks Knowledge Management Enterprise Service Management REST API
  • 19. Artificial Intelligence in IT Service Management Enablers Agile Frameworks
  • 20. Artificial Intelligence in IT Service Management Enablers Knowledge Management
  • 21. Artificial Intelligence in IT Service Management Enablers Enterprise Service Management
  • 22. Artificial Intelligence in IT Service Management Enablers REST API
  • 23. This Requires a New Approach to Service Management
  • 24. 1 Develop a strategic framework to show how AI is aligned to enabling and facilitating business goals Recommendatio ns 2 Get top-down management support for a broader AI/ML vision. AI has broader impacts than just ITSM, and require new ways of working. 3 Be realistic about the timeline for the coming of AI, and prepare with process mapping, knowledge management, and identifying use cases.
  • 25. There are practical steps ITSM leaders and practitioners alike can take today to lay the groundwork for adoption and success of AI. Download this free eBook to learn what they are. D o w n l o a d H e r e Ready or Not, AI is Coming
  • 26. Get In Touch! At Cherwell, we help organizations achieve their core purpose through the use of intuitive technology that enables better, faster and more affordable innovation. Mission USA Headquarters Locations Phone 10125 Federal Drive Suite 100 Colorado Springs, CO 80908 EMEA Headquarters 100 Longwater Avenue Reading, Berkshire United Kingdom RG2 6GP US HQ Phone: (719) 386-7000 UK Phone: +44(0)1793-544888 Germany +49(0)89-309040-140 info@Cherwell.com