Name: IT Service Management in 2021: Predictions, Challenges and Changes
Start: 2020-12-04T16:00:00Z
End: 2020-12-04T16:01:00.000Z
Location: BrightTALK
Rating: 4

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%.

Work from home mandates have created new challenges for HR. While 41% of employees are more productive from home, 31% are struggling. Not surprisingly, 70% say this is the most stressful time of their lives — bringing employee well-being to the forefront. As enterprises move from crisis to the recovery stage of the pandemic, Gartner reports "Future of Work" has moved from the fifth to the top HR initiative. HR and IT leaders are working together to enable automation and AI adoption, while keeping employee experience a key priority. 

Criss Marshall, CMO and Employee Adoption Evangelist at Espressive, identifies:
- The 6 problems a virtual employee assistant will solve 
- The key to deploying fast with ROI on day one
- How to increase the efficiency of HR service management 

Criss will share a case study where HR and IT worked together to transform employee self-help into a consumer-like experience, resulting in increased workforce productivity and satisfaction.

Solving People and Technology Challenges With AI

The hybrid workforce will continue through 2021, so it is critical to provide 24/7 support for employees who are struggling to be productive working from home. At the same time, the recession is forcing enterprises to cut costs—which means you can’t just add more agents to solve the problem. As a result, intelligent automation of employee self-help has become an imperative. 

Implementing a virtual agent for employee self-help is a great idea but hiring data scientists and computational linguists to make it happen is nothing short of a science experiment. Without a large amount of data (i.e., user interactions and time), it will fail. Can you afford to take that risk?

In this session you will see a live demo and learn:

•	How to de-risk the decision to implement a virtual agent
•	What is required to deploy in 6 weeks with ROI on day 1
•	Real-world examples of enterprises who have achieved success

Intelligent Automation: From Science Fiction to Real World Returns

Terms such as ‘artificial intelligence,’ ‘machine learning,’ ‘deep learning,’ ‘natural language processing’ and ‘computer vision,’ can often sound like buzzwords when they aren’t accompanied by concrete references to the real-world value these technologies are capable of providing. 
 
In episode one of “AI: The Future of Business,” we outlined the distinctions among these terms, arriving at a better understanding of the spectrum of artificial intelligence and its pattern of evolution. In this episode, Ramesh Dontha and a panel of industry experts will discuss how businesses are deriving real value from AI technology through some of its most popular applications and transformative use cases.
 
You’ll discover:
- How AI tools and solutions can help organizations become more efficient, less siloed and increasingly collaborative
- How AI technology can automate repetitive tasks, reduce manual processes and increase productivity
- How cognitive AI can reveal business insights, improve customer interactions and assist in the decision-making process
- And more!

Applying AI: Real-World Use Cases; Unbelievable Results

62% of employees are working from home and while 41% are more productive, one in three are struggling. Because of that, calls to help desks have gone up 35%.

In a work from home world, employees need immediate answers to their questions 24/7. Long hold times and assistance limited to traditional business hours won't cut it.

If you're considering a virtual support agent to automate employee self-help for IT, HR, and more, true conversational AI will change the game by enabling you to contain costs while raising workforce productivity and satisfaction.

Join Pat Calhoun, CEO and founder of Espressive, in this online discussion as he shares:

- The key requirements for conversational AI 
- The employee experience in real-world scenarios 
- Case studies demonstrating tangible results

This webinar will help you understand why conversational AI is a game changer, while arming you with questions to ask vendors as you evaluate your options.

Conversational AI: The Game Changer for Help Desk Automation

Artificial intelligence (AI) has been thrown around as a buzzword related to chatbots for employee self-help. Unfortunately, the specific requirements of AI were not made clear, causing confusion when evaluating options. There was a belief that if you bought a chatbot you automatically acquired strong AI, and so AI became just a "checklist item" in RFPs. In reality, many chatbots have little if any AI.

Now that natural language processing (NLP) is being touted as the next big requirement for chatbots, NLP is on the path to becoming the next "checklist item" . ... unless you have a clear understanding of key NLP requirements.

Join Fran Fernandez, chief product officer at Espressive, as he discusses:

• NLP fundamentals to provide a baseline understanding
• The relationship between NLP and ticket deflection
• Key NLP requirements for an employee self-help chatbot

This webinar will prepare you to build a list of NLP requirements for your RFP that will enable you to confidently select a chatbot that will deliver real business value.

NLP 101: What Your Chatbot Needs to Know

Join us for an opportunity to be up close and personal with the leader of a 500-person IT Client Support Services Team. 

John Powers, head of IT Client Support Services at Solar Turbines (a Caterpillar company) and Pat Calhoun, founder and CEO of Espressive, discuss John’s world and how it was impacted by the sudden work from home mandate.

John walked through what that world looked like before March 16, 2020, what it looked like the following weeks, and what it looks like now. He demonstrated how and why he made intelligent automation part of his IT help desk business continuity plan before COVID-19 ever struck.

How an IT Help Desk Dealt With The Sudden WFH Mandates

79% of CIOs say their digital transformation budgets have grown since the beginning of the pandemic, and 26% say they have grown dramatically. Digital technologies enable enterprises to innovate, execute, and pivot faster than the competition while lowering costs. But if those same technologies have a negative impact on workforce productivity, or aren’t adopted by employees at all, they will fail. 

The key to successful digital transformation is to provide 24/7 IT support that makes every aspect of new technology frictionless. You can’t do that if your help desk is manual, inefficient, and expensive to run. Join Fran Fernandez, Chief Product Officer at Espressive, to learn: 

·How to achieve fast time to value with a virtual agent 

·Questions to consider when evaluating your options 

·Case studies demonstrating outcomes from automating

You Can’t Accelerate Automation If You Haven’t Automated Your IT Help Desk

Barista Conversational Surveys, available with Espressive Barista, are the first AI-based surveys designed to inform decision making while triggering actions in real time. These interactive surveys are often deployed to get an ongoing pulse of employee sentiment related to any type of change. 

Whether you’re deploying new technology or making decisions related to bringing employees back to work after a pandemic, Barista Conversational Surveys assist you with the decision making and actions that are required to ensure your employees are both happy and productive. 

Barista Conversational Surveys enable you to: 
• Improve workforce productivity during change 
• Achieve higher employee satisfaction scores 
• Save valuable budget dollars through data driven decisions 

In this video, you will see a demo of the mobile experience for employees, how to create surveys, and how to view your survey reports.

Barista Conversational Surveys

According to a recent Pulse Report on IT Service Management (ITSM) Tool Strategies, 62% of senior decision makers are at the consideration point or above in terms of implementing AI in the form of chatbots for ITSM with the goal of deflecting calls to the help desk, reducing MTTR, and improving the employee self-help experience. While AI is well positioned to enable digital transformation of employee self-help, it can easily turn into a lengthy, expensive, failed proposition. How can you make sure your chatbot implementation will succeed?

In this webinar you will learn:
• The pros and cons of platforms, tool-kits, searchbots, and pre-built solutions
• How NLP plays a role in providing employees with single, clear answers
• The criteria that matters most to ensure your AI project will be a success

How to Implement a Chatbot for ITSM that Delivers Results

ServiceNow has focused on transforming IT back-office processes, including a ticketing system that has helped service desk agents be more productive. That is likely why you invested in them. However, when it comes to employee self-help, most report service portal adoption between 10-15%. 

The great news is that you can maximize your investment in ServiceNow by integrating Barista, our AI-based virtual support agent (VSA), into your ServiceNow instance so that you can automatically resolve 30 to 50% of your service desk tickets. 

In this  webinar you will learn the five reasons why integrating Barista with ServiceNow is a very smart decision, including how to: 

• Get a greater ROI from your ServiceNow investment
• Give departments outside of IT case management that is easy to use
• Resolve employee questions and issues immediately and automatically

5 Reasons to Integrate Barista with ServiceNow

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

IT Service Management in 2021: Predictions, Challenges and Changes

DevOps

Digital Transformation

Configuration Management

Release Management

Help Desk

AIOps

ITSM Strategy

ITSM Processes

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IT Service Management

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IT Service Management in 2021: Predictions, Challenges and Changes

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