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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

How AI Drives Better Employee Experiences and Business Outcomes

Daren Goesen  (Vice President of Product Management, Ivanti)

Location: Grand Ballroom 121

Date: Wednesday, May 18

Time: 12:45 pm - 1:30 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Session Type: Sponsored Session

Vault Recording: TBD

Most IT service management (ITSM) teams want their service desk analysts to resolve more incidents on their own and deliver more “shift-left” outcomes. Portals, service catalogs, self-service, knowledge articles and chatbots do help, but many incidents are still being handled by the service desk or escalated to specialists, taking time and resources away from strategic initiatives.

In this luncheon session, Daren discusses how AI drives “big shift-left” outcomes. He’ll show how capabilities such as autonomous bots, comprehensive discovery, specialist-level packaged actions, real-time insights and digital experience scores can effectively augment service desk teams. He’ll also show how the use of these new capabilities will help your team deliver proactive incident resolutions, autonomous security remediations and cost savings, while realizing vastly fewer escalations and improving employee experiences.

Join Daren as he covers:

  • Market dynamics driving higher demands and expectations for ITSM.
  • How to resolve incidents and security vulnerabilities proactively before employees report them.
  • How to reduce escalations by safely enabling tier 1 teams with powerful diagnostic and remediation tools.

How to measure and optimize the digital employee experience.