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  • 5 Use Cases for AI on the IT Service Desk

    5 Use Cases for AI on the IT Service Desk

    There has already been much written about the rise of artificial intelligence (AI); and machine learning and chatbots in particular. Some of this media attention is in awe of the...

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  • How Will Smart ITSM Impact Your Service Desk?

    How Will Smart ITSM Impact Your Service Desk?

    Artificial intelligence has made its mark on a variety of industries in the past several years. The help desk is no exception. The changes AI has wrought within the field of ITSM are especially...

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  • 7 Ways AI is Changing Everything for the Service Desk

    7 Ways AI is Changing Everything for the Service Desk

    Discover 7 ways Artificial Intelligence will transform your Service Desk!

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  • AI and ITSM: Resolving Problems, Faster

    AI and ITSM: Resolving Problems, Faster

    How long does it take for the average help desk ticket to be dealt with at your organization? Many users feel it’s too long – their requests wait in queue for days, if not longer, while...

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  • The Future State of AI in the Enterprise

    The Future State of AI in the Enterprise

    The adoption and integration of artificial intelligence (AI) into enterprise process management is becoming the norm according to the 2017 The State of AI in the Enterprise  survey....

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  • How Can AI and ITSM Deliver Greater Value?

    How Can AI and ITSM Deliver Greater Value?

    From 2001: A Space Odyssey to Terminator, Star Trek’s Data to I, Robot’s Sonny, artificial intelligence (AI) has captured the imagination and spawned countless science fiction books,...

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  • Intelligent ITSM: Is AI Coming for the IT Service Desk?

    Intelligent ITSM: Is AI Coming for the IT Service Desk?

    AI has arrived! What do innovations in smart automation mean for ITSM? Is the help desk technician’s job safe from the unrelenting march of progress? Or is it doomed to go the way of the dodo and...

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  • Can AI and ITSM Deliver a Better Customer Service Experience?

    Can AI and ITSM Deliver a Better Customer Service Experience?

    There are two myths surrounding the help desk. The first is that humans deliver the best service, and the second is that users only want to deal with other human beings.

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  • Will AI Take Service Desk Jobs?

    Will AI Take Service Desk Jobs?

    Artificial intelligence has dominated headlines. The news falls into one of two categories: “AI is going to steal our jobs” or “AI is going to make the world a better place.” Many...

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  • Discover ChangeGear Service Smart Technology

    Discover ChangeGear Service Smart Technology

    IT is busy. To keep up, we have created a smarter ITSM solution, ChangeGear 7 with Service Smart Technology (SST). Improve customer satisfaction, automate self-service, make informed decisions, and...

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  • Does AI Have a Role on the Service Desk?

    Does AI Have a Role on the Service Desk?

    Artificial intelligence has made headlines in recent years. The news is mixed – depending on what you read, AI is either fantastic or terrible. It’s confusing, especially when it...

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  • What's AI's Impact on ITIL?

    What's AI's Impact on ITIL?

    When ITIL was introduced in the 1980s, its goal was to create a set of best practices for the use of IT in government. Over the years, ITIL’s usage has broadened outside the sphere of government and

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  • Understanding the Strategic Value of AI for ITSM

    Understanding the Strategic Value of AI for ITSM

    AI is changing the way we interact with digital technologies. From consumer markets to the enterprise, AI and smart automation makes services proactive, data actionable and users more informed in...

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  • Streamline Service Desk Operations with Machine Learning and AI

    Streamline Service Desk Operations with Machine Learning and AI

    How would you describe your current service desk operations? Would you say they’re smooth and hassle-free? More importantly, what would your end-users say – would they be satisfied with...

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  • How AI is Leveling the Playing Field for SMBs

    How AI is Leveling the Playing Field for SMBs

    It’s the battle of the machines! And while the concept of AI may conjure up bombastic visions of terminators, replicants and space odysseys; in the modern business world, Artificial...

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