Workativ

You know how managing IT feels like you’re putting out fires? The data is all over the place. And we’re just reacting to issues as they come up. It’s not the most efficient way to handle things. That’s where AIOps comes in. It’s like giving IT Ops a major upgrade. With AIOps, we’re not just reacting—we’re ANTICIPATING. It uses AI to make sense of all the data and helps us stay ahead of potential problems. Well, this isn’t just a nice-to-have anymore. It’s a MUST-HAVE. Now, let’s get to Generative AI. Yep, it’s not just a hype. It’s transforming how we do IT. Very fast. Here’s how Generative AI is changing stuff FOR THE BETTER: ?? Generative AI predicts issues and gives us a heads-up before things go south. This lets us prep and deal with stuff before it becomes a big deal. ?? Generative AI cuts the noise of false alarms, so we can focus on more actionable insights. ?? Generative AI handles a lot of routine boring problems automatically. This means less time spent on the mundane and more time for the important stuff. ?? AI can speed up things like figuring out the root cause of problems. It reduces the time needed to get things back on track. ?? It reduces manual work and save on costs significantly. That’s always a win! Companies using AIOps with Generative AI have seen HUGE improvements in how quickly they handle IT issues and how smoothly their operations run. It’s a game-changer if you don’t resist it. Generative AI works great with ITSM platforms. It helps build chatbots that can quickly handle requests and provides faster resolutions. Plus, it improves how we search for information and solve problems (without always needing human intervention.) Good days are here. What’s stopping you? #cioperspective #itops #generativeai

Patti Blackstaffe recently wrote an interesting piece for itsm.tools It discussed the 'Biggest Challenges to Generative AI Adoption Success' Generative AI can revolutionize your IT service management. BUT it starts with a SOLID foundation! Here’s a summary of the 5 essential steps to get your house in order- 1. Build a strong foundation? Prioritize your infrastructure. Clean, organize, and define your data before implementation. 2. Secure executive support Engage leadership to secure budgets and communicate the importance of foundational work for effective AI integration. 3. Focus on data quality Ensure your data is reliable and aligns with business goals. Meaningful metrics, not just numbers, should drive improvement. 4. Establish accountability and ethics Implement human oversight for AI outputs to manage bias and ensure accountability. Regular evaluations are crucial. 5. Implement Governance Develop clear guidelines and processes for ethical AI use. Stay informed about regulatory changes and ensure transparency. Generative AI is a tool to enhance your services, not replace them.? Let’s work smarter together! ?? The blog link is in the comments. ?#GenerativeAI #ITSM #ESM #DigitalTransformation

Ready for Middle-east! ?? NMDC Group and Workativ are now soaring to new heights together, bringing a fresh breeze of Generative AI innovation to the Middle-east! NMDC Group ?? is an integrated energy and marine services, engineering, procurement, and construction (EPC) organization with a footprint spanning the MENA region, South Asia, and beyond. They work on highly ambitious projects, delivering innovative solutions to even the most complex challenges. In line with NMDC's forward-thinking approach, its now boosting its employee experience with Workativ’s Generative AI Automation. The sky's the limit. Here’s to an exciting journey ahead!???

Knowledge management is a headache!? Scattered information across multiple tools,? Legacy systems and outdated content - all great ways to kill productivity.. And that’s why we made Knowledge AI! “How will it help me?” Glad you asked! It’s powered by Generative AI’s natural language processing capabilities. It’s knowledge discovery is much faster AND far more accurate! It will give you super contextual and straightforward answers. And resolve issues within seconds. It can also automate your Tier 1 support and onboarding. Benefits? Downtime reduced?? Repeated requests reduced?? Operational costs reduced?? Knowledge repository improved ? Employee productivity improved ? Agent productivity improved ? You can now implement Knowledge AI in less than a week And free up your agents for more complicated problems. Want to know more?

Do you know 20-50% of service desk calls are for password resets? Crazy, right? And it's not just passwords. Account unlocks, user provisions... the list goes on! Traditional helpdesks are struggling. They're slow and often overwhelmed. Imagine waiting 24 hours for an initial response. So, what's the deal with these legacy systems? - Tickets get lost in crowded inboxes. - Support teams are constantly tied up on calls. - There's little context for quick problem-solving. - Knowledge isn't easily accessible to employees. - Repetitive tasks increase the risk of errors. - Everyone's telling the same story over and over. - Manual data entry is eating up valuable time. It's a MESS for everyone involved. But now there is a solution: Generative AI! ?? How? Glad you asked. Gen AI understands natural language, instantly analyzes and categorizes incoming tickets and suggests solutions based on past resolutions. Knowledge AI by Workativ takes it even further - It taps into your company's knowledge base. Learns from every interaction to get smarter. Provides personalized, context-aware responses. So what you now have is - Faster ticket resolution 24/7 support without exhausted staff Reduced workload on your IT team But it's not JUST about speed. It's about smarts! Want to know how it can be implemented in just a few days? Let's talk about it!

The CIO Online published an opinion piece by Gregory Hall MBCS last year. And it contains some timeless tips on optimizing your IT Services portfolio. Here’s a TLDR on the 4 tips he shared. (Plus, a BONUS tip) 1. Analyze Your Spend Take a close look at how your budget is distributed across different service types. Understanding where your money goes. This reveals imbalances and opportunities for improvement. 2. Forecast Demand Anticipating future IT service needs is a game-changer. It can help you negotiate better terms and identify areas of leverage with your providers. 3. Assess Performance Regularly evaluate your third-party providers to ensure they are delivering efficiently. Look out for signs of inefficiency like project delays or high attrition rates. 4. Survey the Market Stay informed about market trends and technological advancements. With the right insights, you can make strategic sourcing decisions. 5. BONUS TIP - Invest in a Unified Platform Consider a single platform that offers multiple use cases.? This simplifies management and enhances efficiency across various applications. Optimizing your IT portfolio is an ongoing process, not a one-time task. Continuous evaluation can help you save a lot. Often between 10% to 20% of your costs. Or even more! ?? PS - Hi, this is Workativ. An economical 4-in-1 platform for efficiently automating your internal IT Support. We help enterprises cut down up to 50% of their IT service costs in 6 months. #itoptimization #techstrategy #cio #itservices #generativeai

Is AI going to take away IT Service jobs? I did some research and this is what experts are saying... What do you think? #itservice #cio #generativeai

Are you considering an upgrade to your service desk? ?? Talking to your CIO about it can feel daunting, but with the right approach, you can make a compelling case! ?? In this carousel, we share tips on how to effectively communicate your needs and align your vision with the organization's goals. Let's empower your IT service management together! ?? Swipe through for tips on how to lead a successful conversations! #cioperspective #itservicedesk #employeesupport #itbot

I don’t see why inefficient IT service management is still an issue in enterprises. The solution is fairly straightforward - Automation! Let’s do the math. Say, the total headcount of your organization is 3000 The number of monthly tickets is 5000 Out of 20 service desk agents - 10 handle L1 tickets 7 handle L2 tickets 3 handle L3 tickets Let’s say out of the 5000 monthly tickets, 60% are L1. That is, 3000 of them are L1 tickets. 60% of these L1 tickets are generally eligible for First Contact Resolution. About 80% of these FCR tickets successfully close in the first contact. So, total tickets resolved in the first contact are 1440. We can assume that L1 agents can take 20 minutes per FCR ticket on average.?And 4 hours per non-FCR ticket. If in the traditional process, it costs a company $15 to resolve an L1 ticket.. The total costs of 3000 L1 tickets will be $45,000 monthly. Including $21,000 monthly spent on just the FCR tickets. With the Workativ Generative AI chatbot, the average handle time per ticket comes down to less than 1 minute, and the average cost per ticket reduces to $3. That means the total cost of resolving 1440 tickets comes down to $4,320, resulting in a cost saving of ~$207,360 annually. Yep, ~$207,360 annually! (you can check the math in the table below) And I haven’t even talked about the 3546 agent hours you can save annually! PS - Want to explore how Workativ Gen AI Chatbot can benefit your company? Leave us a message. #itservicedesk #employeesupport

Investing in an IT Automation tool only pays off if… It’s really the right tool!! Common sense, right? But what is NOT common sense is… How to select the right automation tool? Here are some tips - 1. Start by defining your needs clearly. Know what tasks you want to automate. According to Gartner, 'prioritize tools that align with your goals.' 2. Evaluate how well tools integrate with existing systems. 3. Look for tools with strong AI capabilities. 4. Consider user-friendliness and ease of implementation.? A complex tool can slow things down.? Infact, Deloitte reported that simplicity improves user adoption rates too. 5. Check the scalability of the tools.? They should grow with your organization. 6. Assess the tool’s support and updates. Good support helps you keep smooth operations. 7. Review case studies and customer feedback.? Look for success stories in similar industries. 8. Finally, compare costs against the benefits.? Balance budget with potential efficiency gains. What else would you add? #itsupport #itautomation #cio Image credits - Medium