IDC PlanScape: Artificial Intelligence–Enabled IT Service Management
This IDC study discusses the aspects of artificial intelligence–enabled IT service management."Today, it is becoming increasingly accepted, and desired, to leverage convenient and simplistic technologies to include virtual assistants and chatbots to perform daily tasks in our personal lives such as scheduling appointments, making purchases, and paying bills online from anywhere and anytime and often without any direct contact with a customer service representative," says Robert Young, research director, IT Service Management at IDC. "As a result, many employees are now entering the workforce with an expectation that this same modern service experience will be matched in the workplace when provisioning and utilizing corporate IT resources."
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