Service Desk Operations (Interactions and AI)

[cardanid]

Within our organization, we are in the process of adopting an interactions‑first model for our Service Desk.

As we are relatively late in this transition, we’re interested in connecting with organizations that have recently made this shift—or those currently operating in an interactions‑first model—to share learnings and best practices. Our goal is to learn from your experience and proactively avoid challenges you may have encountered along the way.

Additionally, we’d love to understand if and how you are leveraging out‑of‑the‑box ServiceNow AI capabilities to support a zero‑touch (or near zero‑touch) Service Desk model.

Thank you, and we appreciate any insights you’re willing to share.

[GregoryY]

Hello, Cardanid.  Why don't you reach out to me and I will walk through how and what we did when we used interactions as the entry point for all service desk calls.  There is a combination of use cases and I can walk you though what I've done in the past as a customer and later in live as a solution consultant.  AI capabilities can be great depending on your use case and which AI tool (or combination) you are using today or have plans to use in the near future.