Daren Goeson (VP Product Management, Ivanti)
Location: Session Page in Platform
Date: Wednesday, November 10
Time: 1:30pm - 2:15pm
Pass Type: 2-day Training + Standard Conference, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training Only, Exhibit Hall Only, Premium Conference, Standard Conference, Virtual Event Only - Get your pass now!
Track: Solutions Spotlight
Session Type: Virtual 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. When was the last time your team resolved incidents before your employees noticed they even had an issue? In this spotlight session, Daren will cover how AI and automation can power new capabilities such as autonomous bots, comprehensive discovery, specialist-level packaged actions, and real-time insights to augment Service Desk teams. He’ll cover how the use of these capabilities will help ITSM teams deliver “big shift-left” outcomes such as more proactive incident resolutions, autonomous security remediations, and cost savings, while realizing vastly fewer escalations and better employee experiences.
Join Daren as he covers:
You’ll also hear from Jesse Miller from SouthStar Bank how he delivered better experiences and outcomes by augmenting his Service Management solution with AI and Automation.