Join us as Mike will be speaking about how IT help is an important aspect of businesses that needs attention. Artificial intelligence and machine-learning-driven solutions will reshape enterprise service management by moving the emphasis from augmenting the agent to empowering the end-user experience.
This presentation will highlight how the Service Management paradigm will shift from human agents to conversational engines that leverage knowledge graph technology to drastically improve ticket deflection day 1.
Name: Mike Belfanti
Job Title: Sr. Solutions Architect, CDI
Company: CDI
Degree: Penn State graduate Computer Engineering
Entering his 10th year of working with ServiceNow. initially on the customer side supporting the platform in 2010, and moved to the consulting side end of 2012. Has played the different roles of Lead Developer, Lead Architect, and Sr. Solution Consultant
Session 2: What is the Digital End-User Experience & How to improve it
Digital End-User experience is a multifaceted journey, a culmination of singular events that determine the overall experience resulting in a positive experience. These series of events can be monitored and measured across multiple platform types (laptops, desktops, VDI, etc.), in the form of KPIs that depict an indication of a positive experience. Nexthink Digital End-User Experience can be used to organize a support desk in the following areas:
· Insight into the Digital End-User experience
· Understand the scope and dependencies to improve incident & problem management.
· Engaging and Interacting with .
· Creating support (self-healing, automation, remediation)
About the Speaker:
Name: Antoine Stokes
Job Title: Solutions Consultant
Company: Nexthink
SAVE THE DATE - UPCOMING MEETINGS
12/6 - Annual Leadership Conference