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    Categories: Cherwell

The Future of ITSM Is On Display with Cherwell at Fusion17

This is one of our favorite events of the year, when we’re coming off the heels of our own Global Conference and excited to share the latest Cherwell Software developments with one of the most passionate technical communities on the planet.

Fusion offers a ton of outstanding content for attendees across multiple learning tracks and sessions, not to mention the unstructured opportunities to connect with service management professionals.

Surely a topic that will be top of mind for everyone in attendance will be the role of Artificial Intelligence (AI) in IT Service Management (ITSM). There’s no question AI will reshape technology forever, and while we’re excited to share the Cherwell vision of AI-enabled ITSM, we’re mindful of the prerequisites. For example, leading research firm Gartner predicts that through 2020, 99 percent of artificial intelligence initiatives in IT service management will fail due to the lack of an established knowledge management foundation.

That’s why we’ll be offering a series on the Future of ITSM, addressing the tactical things you can do right now to position yourself to reap the benefits will offer both the service desk and the workforce at large.

Join me and my main man Chuck Darst at Booth 603 for the following sessions throughout the event:

  1. Building strong knowledge management practices (Tuesday 5:45pm)
  2. Creating a culture of self-service (Tuesday 6:45pm)
  3. Adopting agile / lean methodologies (Wednesday 1pm)
  4. Extending service management beyond IT (Wednesday 2pm)
  5. Ensuring ITSM and third party solution interoperability (Thursday 1:30pm)
  6. ITSM 2020: Putting it all together for future success! (Thursday 2:30pm)

At each session, we’ll be giving away an Echo Dot, to represent the role Virtual Support Agents will play in support, and for the grand finale on Thursday, we’ll be giving away a full Smart Home System.

We can’t wait to see you at Fusion!