Service Desk Operations (Interactions and AI)

cardanid
Tera Contributor

3 weeks ago

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.

 

 

 

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11 REPLIES 11

JessicaSterling
Tera Contributor
In response to cardanid

3 weeks ago

I am going to send you an email just to connect. I am also at a financial institution. Feel free to copy me in with GregoryY when you both connect. I will also be at Knowledge 26.

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EduardJ
Tera Contributor

3 weeks ago

Good morning all, 
Little late to the party - however, feel free to reach out for a discussion as well. We have supported and implemented SDO in several verticals, across the globe at various scales. One aspect remains true in all implementations related to automation through adoption of AI. AI comes with a cost, and I am not only talking about the number of assists or tokens or whatever chucky-cheese payment the vendors are driving for - but the costs related to your operations, quality, governance while you are transforming. Managing these "costs" is a true aspect to consider. 

Would be happy to connect at KN26 with you all or connect virtually if you are interested sooner. 

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