The Modern ITSM+ When Service Desk meets Cognitive, RPA and Conversations
With the consumerization of enterprise IT, employees are expecting the same level of service excellence from IT service management (ITSM) solutions. Users expect enterprise services to be delivered instantly, in the device and channel of their preference, with a high degree of personalization and without having to talk to someone. Leading enterprises are now transforming toward ITSM+ by embracing cognitive AI, Robotic Process Automation and Conversational Experience, which promise to boost productivity while using fewer resources, achieving greater cost savings and delivering an engaging customer experience for enhanced satisfaction.
In this talk, we will start by drawing the Service Desk Journey, from Help Desk to Today's Segregated Service Desk, highlighting business and operational challenges affecting Employees, Customers and Service Desk Service Agents. We will then introduce the new paradigm shift of ITSM+, and present in great detail a novel five-layer reference architecture. We will walk the audience through each of the comprising layers and conclude with how to get started in this disruptive digital transformation.
Antonio Nucci, Ph.D., serves Aisera as Chief Technology Officer (CTO), working with the leadership team to set Aisera’s strategic technology direction and shape product and market strategy. Prior to Aisera, Antonio was CTO at Cisco’s Customer Experience (CX) Group, helping develop Machine Learning and AI capabilities critical to Cisco’s digital transformation. Prior to that, Antonio served as VP and Chief Data Scientist at Symantec Corporation, and Senior Director of Advanced Technologies and AI at Boeing, where he guided the successful acquisition of two technology startups. Antonio has been honored as Infosecurity CTO of the Year, among many distinctions. He holds 74 USPTO patents and has authored over 100 technical papers and co-authored six technology books. He earned his Bachelors, Masters, and Ph.D. in Computer Science at Politecnico di Torino (Italy).