Does your organisation need a chatbot or a digital agent? Three important distinctions

Conventional ITSM solutions are finding it difficult to cope up with today’s business needs. Complex public, private and hybrid cloud infrastructures add hundreds of thousands of endpoints to the network, and they all must be managed. More is being demanded of IT professionals at the same time that IT talent is hard to find. Organisations are in search of new ways to provide excellent customer service and meet their service level agreements (SLAs).

AI is being touted as the answer for many of...

By Dr. Akhil Sahai, 21 May 2019, 0 comments. Categories: Applications, Employees, Productivity, Security.

What ITIL 4 means for AI and automation in IT service management

Eight years in technology time is equivalent to decades, it seems, now that digital transformation is driving lightning-speed change. So, it was high time to release a new version of ITIL, which was last updated in 2011. There are a lot of questions about what the forthcoming publication, ITIL Foundation, ITIL 4 edition, has to say about the many changes that have taken place in IT service management (ITSM) since the last update. This includes delivery models like cloud and new approaches like DevOps.

IT...

By Dr. Akhil Sahai, 11 March 2019, 0 comments. Categories: Applications, Cloud , Collaboration, Employees.