ITSM Solutions Security Trends to Watch out for

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ITSM Solutions Security Trends to Watch out for

How is ITSM going to change over the next year or so? People have pointed out that a lot of the changes are not going to come to fruition quickly. Developments, including AI are not going to take the field by storm as it has been prophesied, but it will find its place in the landscape overall. This is one of the many reasons why a lot of the trends from 2019 are going to carry through into 2020. To find out more - read on.

AI Solutions are Going to Focus on Augmented Intelligence

For a lot of organisations, solutions that are based on AI are going to be an interesting consideration for quite some time. AI has a tremendous amount of power when you look at the long-term use, but at the end of the day, not everybody is ready for what it has to offer. AI tech is certainly mature enough for any organisation to see the benefits. One AI tech use case includes chatbots. Even so, there hasn’t been a huge adoption rate. Why? A lot of it comes down to the fact that chatbots are most often adopted by bigger organisations. The main reason for this is because these organisations have enough big data and calls to train their chatbots so that they can recognise the trends and even the anticipated needs of their end-users. The more repetitive the calls you get are, the easier and faster it is for you to implement a chatbot. Take SysAid for example, they have made leaps and bounds in the industry, and this is a testament to how much this type of tech is being used, even though the adoption rate is slower than most expected.

Smart Automation Solutions are Playing Catchup

If AI isn’t offering the tech that you are looking for, but you would like to increase your service desk efficiency, then what do you do? Automation is a good place for you to start. Automation has always been a relevant topic; it has bonded quite a lot with AI. In 2019, both AI and automation were frequently mentioned together in presentations and even blog articles. They also mentioned one another at industry events too. Organisations are always trying to see the relevance and the instant benefits too. One form of smart automation that is gaining popularity is robotic process automation. This involves programming a specific software so that it can carry out repetitive tasks. This could involve handling orders or even expense requests that have been received in an intranet form.

RPA can allow your staff to spend way more time doing what they are actually good at and it also gives you the chance to provide a very good level of customer service too. It is expected that even more service desks are going to be used to explore and implement automation solutions in the next year or two which is really interesting.

June 23, 2020
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