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Session Code: BRE2056
Presenter(s): Kyle Lester
Company(s): WGU
Abstract: In 2019 Western Governors University upgraded to ITSM Professional and released both Virtual Agent and Predictive Intelligence to production by the end of the year. In this session, learn how their release saved the university over 100 working hours in their first month live, issues faced, lessons learned, and the process WGU went through from strategy to release. Discover what we decided to include in our first releases, how we came to those decisions, our virtual agent integration strategy with Microsoft Teams, and how the staff feels about the upgrades (spoiler alert: they really like them)!
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