NowBrains is an expert in information systems for SMBs and intermediate-sized enterprises and supports their digital transformation. Its core business is outsourcing and maintenance of IT systems, with three brands: Iakaa (for very small enterprise), NowTeam (for SMB) and NowServiceDesk (for medium-sized enterprise).

Colas, a subsidiary of Bouygues group, is the world leader in road construction. In the summer of 2021, the company deployed its first IT Chatbot in France with Konverso's Intelligent Virtual Agent.

The New Normal

The pandemic has increased the pressure on Enterprise support functions to change and adapt to the new normal. When everyone moved to work from home on March 2020, CIO realized that Service Desk were not ready to the new normal.

The new normal for IT Support is made of Flexibility, Digital channel, Hybrid Intelligence & Automation. In the new normal, employees will no longer work 9/5, the millennium will not use the phone but rather engage with IT Service Desk via Slack or Teams.

Introduction

The pandemic has increased the pressure on Enterprise support functions to change and adapt to the new normal. When everyone moved to work from home on March 2020, CIO realized that Service Desk were not ready and had to evolve. 

It should not come as a surprise that the pandemic has impacted all aspects of the workplace, including the service desk. But behind the data, the full story of the deterioration of most of the IT Support metrics shows that Service Desk transformation can no longer wait. 

We asked Senior Executives to share their perspective on the evolution of end-user support and the Digital Transformation of the Service Desk. Today’s insights are from Rob Gwatkin, Global Senior Service Delivery Manager, in the Digital Service Management team at Veolia.

In previous blogs, I discussed the benefits of Natural Language Processing. Another field of interest is machine learning (ML). Machine learning (ML) holds significant promise for IT service management, for instance for incident categorization and routing. In this blog, I want to demystify machine learning and get your service desk team in the comfort zone. I will discuss about three use cases in IT Service Desk where Machine Learning generates tangible business benefits for customers.

You have invested time and money in the Atlassian Jira Service Management platform. You want to unlock more value, increase employee productivity and relieve your agents from recurring simple tasks. Here are 4 reasons Konverso’s Intelligent Virtual Agent brings more value to your Jira Service Management, with a user-centric and easy-to-use solution for Service Desk automation.

Veolia UK & Ireland started working with Konverso in February 2020. In the first weeks of the Covid-19 pandemic, Veolia decided to automate its IT Help Desk, to provide greater IT support to the teams transitioning from the office to work-from-home. Since June, Konverso’s Intelligent Virtual Agent has been live on Veolia UK & Ireland’s ITSM based on ServiceNow.