Dean Clayton, Senior Service Management Product Manager at OpenText, began his service management career in 1999 in the automotive industry across numerous roles within and leading IT Operations. In 2005, Dean transitioned and began working with customers and organisations to optimise their service management solutions which he continues to this day as part of OpenText, focusing on ITSM strategy and developing ESM tools that harness AI, machine learning, automation, and virtual agents to improve service delivery.
So far, technology has enabled some level of self-service but hasn’t delivered the best experience. In this presentation, we will explore how organizations can revolutionize Tier 1 and live agent support with generative AI, which uses a private large language model (LLM) to engage users with a conversational approach and contextually relevant responses without compromising security.
We will not look at theoretical future of AI in ITSM, but will discuss the real technology that is already here today to enable unseen levels of productivity and user experience.
