target audience: TECH SUPPLIER Publication date: Sep 2023 - Document type: Market Perspective - Doc Document number: # US51208523
How More Automation in IT Service Management Makes User Experience More Important than Ever
Content
List of Figures
Get More
When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.
Related Links
Abstract
This IDC Market Perspective discusses how tech support leaders turn to automation and AI to support complex technology without staff increases. Tech support leaders report that automation and AI features in their ITSM tools can often successfully solve routine issues for end users without requiring human assistance, as intended. However, they also find that the more they automate, the more sensitive users are to the user experience (UX) and interaction design. This IDC Market Perspective explores the factors they need to balance, and example use cases.
"Automation and AI can free up human time by performing routine tasks, but they are most helpful when designed carefully for the needs of the humans seeking support," said Snow Tempest, research manager for IT Service Management at IDC.