AI enablement for service management

AI is changing how service management works. ESM's Exchange collects what practitioners are learning about putting AI to work in service desks, operations and improvement: where it helps, where it does not, and how to introduce it safely.

Articles on AI enablement

• ESM

  The AI confidence gap: why UK leaders and their teams see different futures

  New Microsoft research finds 84% of UK leaders are confident about Britain's AI future but only 41% of employees agree. Here is what that gap means for leaders, and four practical ways to close it.

• Support CentreMembers

  Using Automation and Chatbots in Support

  Support automation should make common journeys easier while preserving context, safe escalation and access to human help.

• ESMMembers

  You Cannot AI What You Cannot See

  Every university leader is under pressure to show what artificial intelligence will do for the institution. Here is an uncomfortable truth that a recent value stream mapping workshop surfaced, and it has nothing to do with the cleverness…