IT Service Management in 2021: Predictions, Challenges and Changes

Presented by

Daniel Breston, Daniel Breston Ltd; Evan Carlson, EasyVista; Fran Fernandez, Espressive & Pierre Aeschlimann, Cherwell

About this talk

2020 asked businesses, organizations and IT teams to be agile, proactive and to challenge their modus operandi. It also challenged IT Service Management teams to champion businesses’ digital journeys in a way that no-one could have predicted in December 2019. In this special end-of-year panel, ITSM experts come together to share ‘stories from the field’ in a year unlike any other, predictions for what 2021 may bring and advice and tips for service management professionals to embrace the coming year with the same dexterity, calmness and leadership they displayed in 2020. From technologies and tools, to strategies for adopting and embracing cultural shifts, our experts will be sharing use cases and looking at: - How AIOps and an AI-first approach enabled cutting-edge ITSM teams to survive COVID-19 - How to plan for the future of your ITSM strategy given the acceleration of Digital Transformation initiatives in 2020 - Tips for maintaining a work-life balance when the business depends on you more than ever - And more

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Espressive, the pioneer in artificial intelligence (AI) for enterprise service management and redefines how employees get help by delivering exceptional employee experiences. Barista, the company’s virtual support agent (VSA), brings the ease of consumer virtual assistants, such as Amazon Alexa and Google Home, into the workplace. Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 40 to 60%.