Ready to Implement AI in Your Service Desk? Read This First. CDOTrends

Digital transformation is sweeping across all aspects of business, and IT service management (ITSM) is no exception. Just as artificial intelligence (AI) brings disruptive change to other operations, it has begun to disrupt how ITSM is done. Service desk managers need to be aware of what AI actually is and what it has to offer. Though these two terms are often conflated, automation and AI aren't the same things. In fact, it's essential to understand how they are different. With automation, you're trying to offload technology tasks that are typically done manually and are repetitive and prone to error.