Session 207: AI Comes to ITSM: Service Desk Apocalypse or Renaissance?

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Session 207: AI Comes to ITSM: Service Desk Apocalypse or Renaissance?

Wednesday, August 5 at 11:30 AM

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We've been seeing signs of the coming of artificial intelligence to ITSM – digital assistants, AI-guided self-help, chatbots, orchestration – for a couple of years now. But in the past year, the promise of AI has become reality. What does this mean for the service desk: is this the apocalypse, or is an opportunity to reinvent the service desk and correct the ITSM sins of the past? In this session, Doug Tedder identifies the opportunities that AI brings to ITSM overall, and the service desk specifically, and what you need to do to exploit the promise of AI technologies.

This session will cover:
• What AI in ITSM is…and is not
• What you need to do to get ready for AI

SupportWorld Live speaker photo for Doug-Tedder

Doug Tedder

Principal Consultant

Tedder Consulting LLC

Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. Doug's passion is helping and inspiring IT organizations not just to be good, but to be great. His attention to detail, industry knowledge, emotional intelligence, and the ability to "see the big picture" and make it actionable has resulted in a track record of success in transforming IT organizations into valued business leaders. Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management. Doug was recognized as an "IT Industry Legend" by Cherwell Software in 2016, and named to HDI's "Top 25 Thought Leaders in Technical and Service Management" for 2018. Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (