the cio survival guide: neva webcast - may 2017
TRANSCRIPT
KEY QUESTIONS1. WHY ARE WE HERE? 2. NO, REALLY. WHY ARE WE HERE? 3. WHERE HAVE WE BEEN? 4. WHERE ARE WE HEADED? 5. HOW WILL WE KNOW WHEN WE
GET THERE?
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THE RISE OF AIBY THE NUMBERS
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“Bots are the new apps.”
“AI is the new UI.”
“Conversation is the new UX.”
19561
6B2
62%3
20%4
75%5
WORK.NOUN /WƏRK/
“ACTIVITY INVOLVING MENTAL OR PHYSICAL EFFORT DONE IN ORDER TO ACHIEVE A PURPOSE OR RESULT.”
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REDEFINED.THE FUNDAMENTAL NATURE OF WORK WILL CHANGE MORE IN THE
NEXT TWO YEARS THAN IT HAS IN THE PAST 200.
– A N D R E W N G
“Worrying about the AI apocalypse is like worrying about over-population on Mars.”
H O W I S A I A P P L I E D I N I T T O D AY ?
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• A S K Q U E S T I O N S • S U B M I T I N C I D E N T S • R E Q U E S T G O O D S A N D S E R V I C E S
• R E L AT E D I T E M S • R E C O M M E N D E D E X P E R T S • A U T O - A S S I G N M E N T
• R E D U C E M T T R • I M P R O V E S E R V I C E Q U A L I T Y • E L I M I N AT E E X P E N S E L E A K S
Requester
Fulfiller
Manager
… I M P R O V E D E C I S I O N - M A K I N G
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(3)
97% | INC0012885 | Robin Grotz | Can’t add a node to the storage cluster | Medium
89% | INC0012972 | Tyler Osterby | Storage cluster failing to restart after upgrade | High
77% | INC0012723 | Robin Grotz | Web UI slow when adding a node to SAN 001 | Low
… P R E D I C T W H AT ’ S A B O U T T O FA I L
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Neva
Neva
Neva dashboard
Fulfiller assistance
Neva dashboard
RCT pro tips
7% 3%Entity bubble chart Top categories past 7 days
Virtual agent sessions
ACCURACY FREQUENCY
AI IN THE SERVICE HEALTH LIFECYCLE
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Monitoring
Provisioning
Capacity planning
Incident Mgmt.
Problem Mgmt.
Change Mgmt.
Orchestration
Remediation
Root cause analysis
Knowledge Mgmt.
WHY IS AI APPLIED TODAY IN IT?
• REDUCE DOWNTIME
• REDUCE MTTR
• IMPROVE CUSTOMER SATISFACTION
• REDUCE COST PER TICKET
• MAKE IT MORE STRATEGIC
• IMPROVE BUSINESS OUTCOMES
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