Collecting user feedback and customer satisfaction data is important for any IT organization that is looking to improve the end user experience.
Automation is a great tool that can help make your IT service management organization more efficient and improve the experience for both your IT analysts and end users.
Artificial intelligence, or AI, has been a hot field in technology for the past couple of years and there is great value in implementing artificial intelligence in IT service management. AI can power IT service management processes like routine tasks, notifications, and self-service.
The world is becoming increasingly mobile. Especially with the COVID-19 pandemic and resulting government-mandated lockdowns, mobile usage is through the roof in 2020 and 2021. This pressure can be felt in every industry, including the ITSM field.
In the IT Service Management (ITSM) field, end users often feel empowered when given self-service options. Self-service can also automate repetitive tasks like password resets and answering commonly asked questions.