As you will have probably read in the last few weeks 2018 could be the year of the robot! The press has been reporting how robotics and artificial intelligence are about to change and revolutionise the way we work and will be able to lower our costs and improve service at the same time. But how can you capitalise on this within Service Management?
How Will Robotics and Artificial Intelligence Change The Future?
We’ve been expanding our Microsoft partnership and our technical gurus have been building out an AI solution with Microsoft Azure Machine Learning Studio and integrating this with the Cherwell platform. This means that we can now integrate our chosen tools together and help you build programmable Chatbots through the Cherwell self-service portal.
Couple this with some of the work we have already done on AD Orchestration within Cherwell, we now have the capabilities to not only answer and direct questions with our Chatbot but can also perform automated tasks (such as password changes, new accounts or access issues). This has the great potential to make real efficiencies in some of the repetitive Service Management processes and add real value to the end users.
Don’t worry if robots aren’t your thing and your end users want to speak to real people! Look no further than our Bright Sparks resourcing team where we are introducing Service Management to the next generation of Service Desk agents.
But as ever, change is the one constant we can rely on. Whether we like, embrace and want to change – or not. It is constant and inevitable, and resistance is not always futile but is does cause energy and focus to remain internal – i.e. not on our customers or on providing great service.
This is a great time of year not only for organisation development and goal setting – but also for individuals to do the same. Review where you are, identify where you want to be, understand the gap and begin a plan of action for how to achieve your goals. Big or small – goals written down are over 60% more likely to be achieved. Committing them to yourself is one thing, committing them in writing to those who will hold you accountable is a great way to get started and working towards them.
What needs to change to make 2018 a great year?
New Years Resolutions are a tradition. Especially the part where we break them after around 3 weeks – that’s not much resolve!
It might be working towards a personal development goal, getting signed up for training to improve your skills or putting yourself forward for a new & challenging project. Constant improvement requires that you not only know where you are aiming, but that you take personal responsibility and action to move towards it.
Getting out of your comfort zone is something people are often not willing to put themselves through – as it is uncomfortable by its very nature. But the ability to grow can only come from a willingness to push your own boundaries, and to expand your zone of influence, experience, skills and knowledge. Your personal and professional life expands and you become more fulfilled.
If the company you work for is having issues with its Service Desk, whether it’s service management tools, processes or people, why not be the one who brings service improvement to the organisation, whether in IT, HR, Facilities or any other service providing department – think about what you can influence, drive and change…. aside from yourself.
In the last couple of weeks of the year, if Christmas preparations and work have not become too manic, perhaps take the time to think about what can you do next year to make it an exciting, productive and memorable one.
Resolve to change…… resolve to be the difference, in the words of Gandhi – ‘Be the change you wish to see in the world’!