This Week in ITSM #27

Welcome to July and a new issue of This Week in ITSM!

With half the year behind us and summer time finally on the horizon, we're delighted to bring you some of the latest news from the world of Service Management.

Ready? Set. Go! ? ??

The State of AI in ITSM Report

A study by ManageEngine and Service Desk Institute (SDI) reveals a divide among IT professionals regarding AI's impact on workplace productivity. Titled "The State of Artificial Intelligence in ITSM – 2024 and beyond," the report outlines the benefits and challenges of AI adoption in IT.

The report includes highlights on AI adoption rates, hurdles ITSM pros need to overcome and takes a look at the sceptical side of things. If you're still looking for something to read on a Sunday morning, you can find the full report on our friends at SDI's website.

BMC Recognized With 2024 Pulse GameChanger Award

BMC Software won the 2024 Pulse GameChanger Award in the Dream Team category at the yearly Gainsight Pulse conference for their outstanding collaboration and customer-centric approach. BMC uses Gainsight's reporting and dashboards for data integration, enhancing collaboration across their platform. This provides a comprehensive view of customer sentiment and health, enabling effective risk management and intervention. Check out this blog posting to get all the insights.

Number of the Week: 6 out of 10 companies are facing challenges integrating AI into their Service Management solutions

Global AI Workplace Report

Freshworks has released its Global AI Workplace Report, highlighting significant productivity gains and new opportunities through AI integration. The survey included over 7,000 people and found that more than half of knowledge workers are now using AI-enabled software.

The report shows that around half of employees use AI-powered applications on a daily basis, with the majority believing that AI adds value to their work, and the majority trusting AI to improve the quality and productivity of their work.

AI's benefits are evident, with employees report saving nearly 24 business days annually, allowing for enhanced work quality, and better customer engagement. However, there are also worries about AI replacing junior roles in the near future. Follow this Link to get your copy of the report.

Hexaware Is Hiring 8,000 New Employees

Looking for a new Job? In case the answer is yes, you might check out the recruitment websites from service provider Hexaware Technologies as they plan to hire 8,000 employees globally in 2024, including significant recruitment in India.

The hiring initiative targets high-demand skills such as Enterprise Service Management specialists, ServiceNow Architects, Workday and Big Data Leads.

That's all for this week's newsletter. We hope you enjoyed reading about what we've covered and found it insightful. Stay tuned. Make sure you catch all the exciting moments and stories we'll be bringing you.

Until next time, enjoy the games, stay safe and have a fantastic week ahead of you! ? ??