This Week in ITSM
?? ? Step right up and join us for the 3rd week of our ITSM Newsletter! ? ??
As we enter the lively season of carnival celebrations and delve into the flurry of vendor earnings calls, the tech world may seem a bit more subdued. But don't worry, because amidst all the festivities, there is still plenty of buzz in the ITSM realm! While some may be taking a break, we are ramping up to showcase some electrifying upcoming ITSM events that are open for registration! ?? ?? From informative webinars to hands-on workshops, there is something for every IT enthusiast to discover and participate in. So, put on your virtual masks and join us on this thrilling journey through the world of IT Service Management! Let's dive in and make the most of this dynamic week ahead! ? ??
Insights for ITSM Leaders
With valuable input and findings derived from the latest report "State of AI in IT, 2024," there are some immediate and practical takeaways for IT executives to consider when it comes to initiating AI integration within their organizations. It is vital for both IT and business leaders to collaborate and establish a unified approach for the implementation of AI in IT. Rather than simply jumping on the AI bandwagon to impress stakeholders, it is essential to begin by addressing specific business challenges or opportunities. According to the study, 28% of companies do not have specialized AI experts on their teams.
By embedding an AI specialist within the Finance team and fostering a collaborative relationship, companies can gain valuable insights into the unique challenges faced by this department and how AI can effectively address them. Implementing a "champion" approach, where influential individuals within the company drive the adoption of AI, can lead to significant impact. Interestingly, only 27% of the surveyed companies have moved past the initial stages of pilot projects and have successfully integrated AI into their IT operations. This indicates that a considerable number of companies have already dabbled in AI by 2023. Experts predict that 2024 will be the year when businesses will start reaping the benefits of their AI investments.
While navigating the AI landscape, it's essential to recognize that AI isn't a cure-all. It can streamline mundane tasks and expedite complex ones, but smart humans are still essential to ensure a people-first IT support function.
Kudos to Service Desk Institute (SDI) for sharing the report ??
Atlassian welcomes AI to the Team ??
Atlassian's unwavering mission is rooted in the belief that every team holds limitless potential, waiting to be unleashed. Matthias Hansen, the esteemed Group Chief Technology Officer at Atlassian, champions the game-changing impact of Atlassian Intelligence. Through this virtual team member, teams have experienced a revolutionary shift in their operations, effortlessly condensing arduous reports into concise summaries and seamlessly preparing for monthly review meetings.
But that's not all - Atlassian Intelligence's launch brings even more excitement! These initial capabilities are not just about enhancing individual efficiency, but also about enabling teams to reach new levels of success. Through harnessing the potential of organizational data, Atlassian is revolutionizing the accessibility of insights, paving the way for faster decision-making and unparalleled teamwork. Just imagine being able to effortlessly draft crucial content, effortlessly automate mundane tasks, and easily access personalized support whenever you need it.
Ready to dig deeper? Check out full article at the Atlassian blog ??
领英推荐
Organizations with well-structured IT service catalogs can reduce the time spent on service request fulfillment by approximately 25%
Microsoft's Touch on AI for Service Management
Unveiled at Microsoft's highly-anticipated Ignite event in November 2023, Copilot for Sales is a tool that seamlessly connects the Copilot AI conversational assistant to two of the top customer relationship management systems: Salesforce's Sales Cloud and Microsoft's CRM. Launched in tandem at Ignite, Copilot for Service has also been made available for initial preview in December, catering specifically to call centers and customer service personnel. Emily He, corporate vice president of business applications marketing at Microsoft discussed in a recent blog post how Avanade, a technology and digital services company, has successfully utilized Copilot for Sales to enhance various functions such as updating Dynamics 365 Sales records directly from Outlook, condensing email threads, and generating emails with efficiency and ease.
Like its Sales counterpart, Copilot for Service has already undergone preview testing with selected customers, including tax service firm RSM. An employee from RSM commented on their experience, stating, "Six months ago, we launched a pilot focused on leveraging Microsoft Copilot for Service and Microsoft Copilot Studio, which provides a framework to build AI-enabled business processes. We have been working to execute against use cases for our own business with a focus on practical AI, and we are thrilled to now be in a position to bring this productivity-enhancing technology to help clients implement AI for their businesses."
?? Upcoming Events in the ITSM Industry
Get ready to mark your calendars! The ITSM landscape is buzzing with exciting events, conferences, and webinars designed to keep you informed and connected. Here's a sneak peek at what's on the horizon:
AI Horizon Webinar Explore the frontiers, revolutionize the ITSM industry, and embark on a transformative journey into the AI-powered era! On 21st March, join an exciting event delving into the transformative world of AI, featuring an incredible lineup of thought leaders from the ITSM realm.
SITS The Service Desk & IT Support Show in London, UK is one of Europe's leading events for ITSM and Support experts. It not only showcases top vendors, it also gives invaluable networking opportunities. So if you're around London at April 17th - 18th plan in a stop at ExCeL. ??
With this years topic "Wild Wild Best" our friends from SERVIEW GmbH are hosting the annual Service Management congress BMPK . You can experience rousing expert presentations, trainings and practical workshops. Simply put together your own personal program - and give yourself and your organization the decisive edge in the knowledge duel from May 15th to 17th!
Keep an eye out for detailed event listings in upcoming editions of "This Week in ITSM." Stay proactive and make the most of these opportunities to enrich your ITSM knowledge and expand your professional network. ?? ??
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