Serviceaide announced that it has added new AI features to its Intelligent Service Management (ISM) to improve incident resolution time and overall service desk efficiency.
In this new powerful beta version, Serviceaide leverages its AI-driven virtual agent, Luma, to intelligently prioritize, categorize, and assign tickets, as well as leverage historical analysis to recommend solutions. The AI-powered ISM solution improves first-ticket resolution and reduces mean time to resolution (MTTR), which could result in higher user experience.
Using machine learning capabilities, ISM can auto-populate tickets, analyze the tickets that are submitted via email, and assign them efficiently. This engages the right person or group to deal with tickets and reduce ticket misrouting. As almost 30% of service desk tickets are misrouted, the new solution can enhance first level resolution. This in turn leads to:
AI has moved from an interesting concept to real results as vendors find new ways to leverage AI to support more-efficient service management. However, remember that AI is only as good as the data you collect. You still need a sound process that drives good ticket management, and then you’ll be able to leverage the benefits AI can offer.
Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.
Atlassian has acquired Halp, a real-time helpdesk tool that integrates with Slack. With the broader context of this move being Atlassian and Slack’s strategic alliance, might there be more to this acquisition than meets the eye?
Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.
The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
ITSM vendor InvGate announced that due to COVID-19 any organization can use InvGate Service Desk free of charge. This promotion helps IT departments when they need it most while gaining adoption and market traction for InvGate.
ServiceNow’s Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow’s lead in the AI-powered IT service management (ITSM) and digital transformation space.
Ivanti is well positioned to build on a solid ITSM foundation and will deliver expanded capability in areas such as mobility, customer experience, enterprise service management, and artificial intelligence.
IT solutions provider BMC announced that Shared Services Canada (SSC) has selected BMC Remedy to be its new ITSM platform. This adoption shows that BMC continues to be a viable option for governments and large enterprises.
ServiceNow has released four free emergency response apps to help customers with crisis management in the wake of COVID-19, including emergence response operations, employee outreach, self-reporting, and exposure management.