This Week in ITSM

ServiceNow Winks at Salesforce ??

ServiceNow is looking to shake up the customer relationship management world as ServiceNow CEO Bill McDermott sees "a tremendous opportunity to take ServiceNow and squarely place it in the customer-relationship management category." During last week's earnings call, as McDermott was describing the wide range of opportunities he sees for ServiceNow's AI-powered workflows and platform solutions, he zeroed in on not only the huge growth the company is experiencing in its customer workflows but also the "Tremendous opportunity" it represents. Props to Cloud Wars (Acceleration Economy) for this piece of Cloud Wars.

Can AI Replace Customer Support Agents?

Can AI really take over the role of human support agents in customer service? In The Service Desk Institute (SDI) asks this question and get's into the current landscape of customer support and the potential impact of AI in this field. While it is clear that AI is making significant strides in customer service, the question still remains - can it completely replace human support agents? The answer is a resounding no. Today, the purpose of using AI in customer service is to enhance and complement the human interactions, rather than entirely replacing them. By utilizing AI, customer service agents can increase their productivity and tackle more complex inquiries, ultimately leading to greater customer satisfaction. However, the integration of AI in customer service does come with its own set of challenges. Incorporating AI into ITSM and customer support processes requires careful consideration and planning in order to truly reap its benefits.

SaaS for Everyone

Big tech companies, investors and entrepreneurs have focused on new jobs for office workers like them for decades. While this has changed the office for some workers, many ordinary workers have not experienced what Bill Gates calls "the magic of the computer." Because this market is open and ready for disruption, we see an opportunity for software-savvy entrepreneurs to create the Microsoft or Salesforce of the workplace.

The common perception is that building products for these employees may not be optimal or possible due to limited work environments and IT budgets. Not only is it clear that technology can improve conditions for these workers, but there is growing potential to extend the benefits of SaaS work solutions to underserved populations. They noted that headquarters clerks continued to work as their workplaces expanded. John Waldmann, CEO of past technology leader Homebase, said: “Two-thirds of workers who have never worked from home have never worked. Check out the full article at our friends from TechCrunch 's house.

Number of the week: High pressure IT environments can contribute to burnout, with over 60% of IT professionals reporting high levels of stress.

Everone's Views on AI ....

The competition to integrate generative AI technology within companies is in full swing. Despite the enthusiasm of leaders, there are valid concerns being raised by workers, particularly those in IT, about the potential implications for their careers. In fact, a mere 7% of IT respondents believe that AI will benefit employees more than employers. Our friends from Ivanti interviewed 16,200 global office workers, IT professionals, and organizational leaders on their perceptions of AI in the workplace. Curious? You can download the full report here.

ITAM + FinOps = ?? ?

In order to make meaningful progress in their AI roadmap, CIOs will need to allocate a substantial budget. We see potential in leveraging IT asset management and FinOps strategies to secure the necessary budget. As demands for innovation to drive business growth continue to rise, CIOs must be strategic in allocating resources. This requires reducing operational costs while still balancing the budget necessary for growth and securing the business.

Due to the pandemic, budgets for remote work and security were heightened, but now reductions have carried over into 2023. As a result, CIOs are faced with limited flexibility when it comes to investing in AI. It's essential to recognize that investing in generative AI technology for an organization cannot be simply merged with budgetary considerations. In order to truly drive innovation and development, CIOs must prioritize and allocate the necessary resources. Follow the link to read the full article from CIO News .

Did You Change your Password this Week?

Feb 1st marks ?? The National Change Your Password Day in the US ?? . A great moment to reflect on when you changed your passwords last ??♂?

?? That's a wrap on the 2nd Edition of our ITSM Newsletter! ?? Thanks to all of you amazing tech enthusiasts for your continued support and engagement. ???

In our next edition, get ready for a ride through the latest industry events and game-changing developments. ????

We've got some exciting insights and surprises lined up that you won't want to miss! Stay tuned, stay curious, and stay at the forefront of ITSM excellence with us! ???? See you next week for the latest scoop! ????

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