Schrödinger’s Service Desk: Why Emerging Technologies Are and Are Not the Future of Support
Inside-out thinking fosters the misconception that the introduction of new technologies such as AI and Machine Learning will solve all problems, resolve all incidents, and make the need for the human service desk disappear. The application of technologies will not accomplish substantial change; substantial change is accomplished when thinking changes. IT is still stuck in the search for silver bullet solutions. This presentation lays out clear steps to correct the blind spots and produce better results and outcomes
There will be a drawing for a prize at the end of the meeting!