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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 305: AITSM? The "A" Should Stand for "Advanced," Not "AI"

Stephen Mann  (Principal Analyst,

Location: Premier Ballroom 318

Date: Wednesday, May 3

Time: 3:45 pm - 4:45 pm

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: Intermediate

The IT support industry is awash with vendor-driven promotion about the importance of artificial intelligence (AI) to IT support capabilities. It's not wrong...but it's also not right. What we really need is "Advanced ITSM." In this session, Stephen Mann will explain what's needed to better align service desks and support operations to business and employee requirements. While AI is one of the required change elements, it's not the only one; Stephen will break down the changes needed to "move the IT support dial" to better meet the needs of technology-reliant organizations and hybrid-working employees.