The IT Experience Podcast

116. AI in ITSM: Avoiding the Hype with Stephen Mann

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In this episode of the Happy Signals IT Experience podcast, Stephen Mann discusses the evolving landscape of IT Service Management (ITSM) with a focus on the impact of generative AI.

He highlights the significant shift towards AI technologies in 2024, emphasizing the need for cautious adoption and a user-centered approach.

Mann stresses the importance of understanding the outcomes of AI implementations rather than just the technology itself, urging IT professionals to focus on solving real problems for users. He shares insights on successful AI strategies and common pitfalls to avoid, ultimately advocating for a holistic approach to integrating AI within organizations.


Key takeaways

  • Generative AI has become a dominant theme in ITSM content.
  • Caution is necessary when adopting new technologies like AI.
  • Successful AI implementations often go unnoticed by users.
  • Focus on user experience and outcomes, not just efficiency.
  • Understanding the demand side is crucial for effective solutions.
  • Many organizations struggle to achieve expected benefits from self-service technologies.
  • AI should be integrated holistically across business functions.
  • Vendors must align their offerings with actual user needs.
  • The importance of learning from past mistakes in technology adoption.
  • Metrics should reflect user satisfaction and business value, not just operational efficiency.


    • Stephan Mann on Linkedin:

    https://www.linkedin.com/in/stephenamann/


    ITSM Tools website

    https://itsm.tools/


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    Read our Practical Guide to XLAs: ⁠⁠⁠⁠https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas⁠

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