Machine Learning and Analytics: Taking Service Management and Support to the Next Level

Machine Learning and Analytics: Taking Service Management and Support to the Next Level

with Roy Atkinson , Steve Anderson , Vesna Soraic
Tuesday, Sep 25, 2018
Register now! 

Automation based on analytics and machine learning can improve processes and service desk performance by reducing errors and increasing quality and speed. – Vesna Soraic

As technology becomes increasingly critical to businesses and other organizations, speed becomes more and more important. Whether the support organization is delivering on service requests or resolving incidents, there can be negative business impacts: New hires whose equipment is not available; services that are interrupted; customers or users who are not informed of a change or outage. Smarter technologies driven by abundant data analytics can provide the support organization with information and solutions with more accuracy and speed than previously possible.

What You'll Learn
  • A basic definition of machine learning
  • Why analytics are important to service management and support
  • How machine learning can enable faster, better, more accurate resolutions
  • How machine learning and analytics combine to power the next level of service management and support through smart processes that can pinpoint expertise, accelerate configuration and change management, and minimize wasted time

Who Should Attend

  • Directors and executives who are looking for better ways to manage services
  • Service management professionals who are driving continual improvement
  • Managers who are looking for better ways to accomplish their goals to improve service delivery

Register now!

This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!

About Our Speaker(s)

Roy Atkinson
Senior Writer/Analyst

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.

Senior Product Manager
Steve Anderson is a Senior Product Manager for Micro Focus focused on Service Management Automation X (SMAX). He has worked in enterprise software for IT Service Management for a number of years, in R&D and Product Management.
Vesna Soraic has over 20 years of experience working with IT executives and practitioners to take advantage of automated IT management. Vesna writes and speaks on these topics regularly and is also a regular contributor to the Micro Focus ITSM blog. At Micro Focus she is responsible for go to market and enablement of the Micro Focus ITOM software products. She has a MS in Computer Science from the University of Ljubljana in Slovenia.

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