2019 could be the year of artificial intelligence (AI) in IT service management (ITSM). To better understand why this may be the case, let’s take a closer look at AI, how it works and the benefits associated with it.

Although technology continues to evolve, the processes that support Information Technology Service Management (ITSM) have remained relatively unchanged for several decades. One of the main challenges to delivering high-quality IT services in this long-established approach is reactivity – that is, focusing on incident management as a means to resolve something that should never have happened in the first place.

Patrick, Vincent and myself founded Nexthink because we believed in a future in which IT departments and employees work together to have a great digital experience. At that time, we observed that IT departments were traditionally focused on server, network and applications and often neglected the employee experience as a key driver for success and productivity. At best, organizations were reactive to support users, instead of proactively fixing issues before employees were impacted.

In describing why Nexthink is a critical partner in their value-offering Morten Grønneb?k, Chief Commercial Officer at BusinessNow, said “What we were experiencing as a consultancy company was that SLAs might be green out there, but your customers or end-users’ satisfaction was often red.” Indeed, prior to Nexthink, BusinessNow was increasingly faced with a major issue: clients’ IT departments were blind to IT issues at the end-user level, although data centers seemed oper

AppDynamics and ServiceNow have been working together for many years to support our mutual customers. The first version of our alliance (version 1) included the integration of the AppDynamics flow map and application topology into the ServiceNow Configuration Management Database (CMDB). In version 2, we added support for IT operations-specific use cases such as ServiceNow Event Management.

In today’s fast-paced working environment, employees tend to rely less and less on IT departments. The use of workplace technology has never before been this accessible and essential and employees are increasingly confident that they can work independently from IT to decide on their own external tools and solutions.