The pandemic has had its impact on ITSM. With people working from home, organizations have had to ensure their employees have a smooth remote working experience with next to little IT-support-related hiccups. Many organizations have embraced this change and used it as an opportunity to build stronger and more resilient ITSM.

Today, organizations are in search of innovative ways to better their ITSM. They are increasingly adopting AI-powered service management (AISM) for intelligent ticket routing and to expand their IT self-service capabilities, use insights from IT data to improve their overall IT operations, and implement automation to provide a better employee experience.

This videocast will explore some of the latest trends, tools, and techniques used in modern-day ITSM and will try to unravel how IT teams can derive value by incorporating these new trends.