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SunView Software Blog

How Can the Combination of AI and ITIL Save You

09/06/2018 by: Jaime Spector

When you think of the help desk, are the first words that come to mind “cost center”? For many in the c-suite, that’s exactly what comes to the fore. That’s unfortunate, because that doesn’t have to be the case.  Read More

| AI for ITSM

AI and ITIL: Making the Help Desk More Efficient

08/29/2018 by: Jaime Spector

How efficient is your help desk? It’s a simple enough question that should be easy to answer. For many companies, the response is that it’s not – there’s a large backlog that the help desk staff simply can’t tackle. Read More

| ITIL / AI for ITSM

What's AI's Impact on ITIL?

08/22/2018 by: Jaime Spector

When ITIL was introduced in the 1980s, its goal was to create a set of best practices for the use of IT in government. Over the years, ITIL’s usage has broadened outside the sphere of government and is now utilized the world over to make IT departments more efficient and effective.  Read More

| ITIL / AI for ITSM

How Can Smart ITSM Make Your Company More Efficient?

07/11/2018 by: Jaime Spector

Since time immemorial, businesses have sought to become more efficient. They constantly try to improve their processes so that they’re faster and leaner.  Read More

| AI for ITSM

What Makes ITSM Smart?

06/06/2018 by: Jaime Spector

  According to a recent poll by designed to gauge the “future readiness” of the IT service management (ITSM) industry, roughly 82% of respondents believe that working in IT will get harder in the coming years. Even more telling, only 24% of those polled believe that current ITSM best practices are keeping up with the reality of the IT and business landscape. Perhaps worst of all, only ... Read More

| AI for ITSM

How Will Smart ITSM Impact Your Service Desk?

05/23/2018 by: Jaime Spector

Artificial intelligence has made its mark on a variety of industries in the past several years. The help desk is no exception. The changes AI has wrought within the field of ITSM are especially noticeable.  Read More

| AI for ITSM

How Can "Smart" ITSM Improve the Customer Service Experience?

05/10/2018 by: Jaime Spector

Research shows that support desks take “an average of 24.2 hours to provide a first response to an internal support ticket.” Yet, in spite of this, 28% of IT professionals polled still believe “that their IT department delivers better services, support, and customer service to employees than could be expected from consumer-world companies.” Read More

| AI for ITSM

AI and ITSM: Resolving Problems, Faster

05/02/2018 by: Jaime Spector

How long does it take for the average help desk ticket to be dealt with at your organization? Many users feel it’s too long – their requests wait in queue for days, if not longer, while overworked help desk staff attempt to cut through the backlog. What if there was a way to make the process faster? Read More

| AI for ITSM

How Can AI and ITSM Deliver Greater Value?

04/25/2018 by: Jaime Spector

From 2001: A Space Odyssey to Terminator, Star Trek’s Data to I, Robot’s Sonny, artificial intelligence (AI) has captured the imagination and spawned countless science fiction books, movies and video games. While walking, talking, sentient AI’s may still be years away, AI is nonetheless already making important inroads in today’s markets, thanks to consumer products like Apple’s Siri and Amazon’s ... Read More

| AI for ITSM

Can AI and ITSM Deliver a Better Customer Service Experience?

04/18/2018 by: Jaime Spector

There are two myths surrounding the help desk. The first is that humans deliver the best service, and the second is that users only want to deal with other human beings.  Read More

| AI for ITSM