The use of Artificial Intelligence and automation is increasing in enterprise IT, with service and operations among the first areas to be affected. While extremely useful in delivering the digital experiences that customers – internally and externally – are beginning to expect, AI tools must also complement existing operations. To enable this to occur it’s necessary for IT to implement a robust and forward-looking AI powered service and operations strategy.
The importance of understanding the business context and the role that AI and machine learning technologies can play in augmenting and improving your IT operations are critical considerations. So too is taking account of the ‘human side’ of service interaction and finding ways to enhance your team’s performance with the aid of these new technologies.
Key discussion points will include:
The importance of understanding business context when introducing an AI strategy
Using AI to build and operate your IT service and operations
Top considerations for building an AI-powered service operations strategy
Building AI capability in your team
Peter Doherty, Principal Consultant APJ, ServiceNow
Michael Porfirio, Senior Director, IT Transformation Solution Consulting, Asia, Pacific and Japan, ServiceNow
Dr Catriona Wallace, AI Entrepreneur, Adjunct Professor, Digital Transformation Expert