This Week in ITSM #19
Welcome to the latest edition of This Week in ITSM!
What happen's in Vegas stays in Vegas? Not really, so let's take a look at the latest news from Knowledge 2024, Freshworks yearly benchmark and how AI just cut 700 customer support jobs. Let's go!
New Gen AI capabilities for ServiceNow
Knowledge 2024, the yearly customer event of ServiceNow took place this week in Las Vegas with a clear spot in AI. Bill McDermott, CEO of ServiceNow, emphasized the transformative power of AI during his keynote, envisioning a future where every workflow is reinvented with generative AI. ServiceNow's Now Platform, touted as the AI platform for business transformation, aims to reduce chaos and complexity by offering a single system of action with AI built in.
Several media outlets are reporting on new partnerships and extended strategic alliances with software vendors like 英伟达 and 微软 to integrate Microsoft Copilot and the Now Assistant to create a seamless enterprise experience to all users. Click here to read a first recap on Servicenow's blog.
700 customer support jobs replaced by AI
Have you already heard of Klarna and how GenAI is replacing 700 jobs in their customer support? Our friends at Forbes have shared an article highlighting how Klarna is using its AI to enhance its profits by improving their customer experience.
The AI assistent automates many customer care processes across different languages and significantly reduces resolution times. You can check out the full article on Forbes' website.
Freshworks' 2024 ITSM Benchmark Report
This year's Freshservice IT Service Management Benchmark Report puts the spotlight on how generative AI is affecting IT service management standards in different industries. Using data from 9400 businesses, saasgenie.ai report looks into seven significant performance criteria and concludes that Generative AI is an essential player in revolutionizing ITSM to enhance modernization and productivity. Ready to dive deeper? Get access to the full report here.
Number of the week: According to a study by Gartner, the usage of AI will recover 6.2 billion hours of worker productivity globally.
4me is Coming to Amsterdam
In case you did not make it to Las Vegas for the two big events, you might consider Amsterdam as next stop.Service Management vendor Xurrent will host its flagship event Connect24 next, focusing on IT service management and enterprise service management. Among the highlights at the show are keynote addresses, workshops as well as training sessions whose main agenda revolves around AI, integration, and all things service management.
Datadog goes AIOps
Datadog has launched IT Event Management as part of its AIOps capabilities. This new feature consolidates, correlates, and enriches alert events and signals from Data dog and third party tools. It brings in a bird’s eye perspective toward incidents through integration with existing systems to help organizations pinpoint root causes, making it easier for them to proactively address them. ?? ??
As we wrap up this edition of This Week in ITSM, we hope you enjoyed the insights and updates. Next week, get ready for a recap of the BMPK event happening in Germany. ??
Stay tuned for more fascinating discussions and valuable takeaways! ??