Artificial intelligence (AI), machine learning (ML) and natural language processing (NLP) are some of the hottest new technologies in IT service management. These technologies help companies streamline service management by automating business process and tasks within the ITSM framework.
Adobe provides a shining example. The creativity software maker has used AI, ML and NLP to help “change the dynamic within ITSM to allow for a better level of service to whoever that end customer is and to change the role of the ITSM professional to work on higher-level tasks instead of just ticket reduction,” says Cynthia Stoddard, senior vice president and CIO at Adobe.
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Source: News