How Artificial Intelligence is Revolutionizing IT Support

Posted by Brooke Torres on Apr 18, 2017 12:44:44 PM
 
For any organization with an IT person, having a help desk is a must to centralize the location where people can, you know, ask for help. Without it, your entire organization is left to dig for information which might live in any number of systems (your shared drive, an outdated wiki, etc). Even at companies with a help desk that someone has taken the time to put in place, and tried to drive employees towards using, it’s often painfully underutilized because there’s a lot of friction to use it. People don’t like to open a new system, and they don’t like waiting on responses. So, they don’t. Instead they message IT, leave a voicemail, or do a “drive-by” of that person's desk. 
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Topics: Artificial Intelligence, Future of Work, IT Service Desk

The Cure for RTFM is the IT Service Assistant

Posted by Juliette Kopecky on Apr 7, 2017 11:34:15 AM

There isn't an English-speaking IT help desk engineer alive who doesn't deeply, spiritually, achingly understand the concept of RTFMread the f-ing manual. Luckily, technology may finally have a cure for RTFM with the arrival of the IT Service Assistant .

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Topics: IT Service Desk