We spent much of this week digging out of the rare North Carolina snowstorm. Luckily, the cloud has us covered at home, so business as usual. Here are some trending topics from our news feed this week:
AI for Your Business
According to Narrative Science, 61% of companies have implemented AI technology, compared with only 38% from the same survey last year.
It’s a significant, albeit, predictable jump. Many of the most popular business tools are introducing AI features, or better yet, AI developer platforms. It’s easier than ever to incorporate customized functionality from smart technology into your everyday business processes.
There may still be a gap in employee recognition of artificial intelligence, however. We recently surveyed 500 professionals in a variety of careers at Dreamforce, and only 22% said they frequently use AI technology at work. Furthermore, only 43% could correctly identify the first instance of AI from a list of possibilities.
The good news is, the workforce is largely receptive to the possibilities this new trend will bring. 63% of our respondents think AI will create more time by cutting out tedious work.
How is artificial intelligence impacting service management?
IT Chronicles published a nice overview this week on how machine learning is impacting the service desk, allowing greater self-service through suggested solutions — all based historical information about tickets and requests. This includes locations and departments where requests originate, users, keywords, and any other data that flows through the service desk. The end result, a quicker and more intuitive experience for the user.
Bottom line, you can expect this type of functionality to make its way into most of your business tools in 2017, whether you notice or not!
Best Software Companies of 2018
Please indulge this brief, humble brag.
G2 Crowd named its Top 100 Software Companies of 2018 based on customer feedback. Slack’s meteoric rise to the top spot is well-deserving of the headlines, and you’re probably familiar with most of the names on the list (Google, Salesforce, WordPress, etc). Samanage made the list for the first time in our short history, a moment of tremendous pride given our emphasis on “The Samanage Experience” and a positive customer journey.
Software products are such a huge part of building efficient work days and personal habits. We recommend checking out the link above to see who had the most satisfied customers of the year, thus projecting as wise investments in 2018.
The Change Management Award Goes to…
“The Amazon Twenty.” Congratulations if your city has made the list, presenting a strong case to bring 50,000 jobs and up to $5 billion in development.
It’s starting to feel like a gameshow, but we’re down to the final candidates to host the second Amazon headquarters. State and local governments have pulled out all the stops as it now feels like an Olympic bid or even an episode of The Bachelor. (I don’t watch it; YOU watch it!)
That means plenty of predictions and handicapping will flood your news feeds in the coming weeks. Here are a few pieces of analysis that stand out today:
- The New York Times gives an overview of the strengths of all twenty cities.
- Tech Republic picks Austin as the frontrunner, and Raleigh as a strong candidate.
- This Forbes contributor thinks Boston is a lock based on the population and quality of universities.
- Business Insider likes Atlanta, Boston, and Austin (in that order) as the top three.
We do know some of the criteria that has played into the process so far, though the priority on each aspect is unclear. Amazon is looking for a metro area population of over a million, a major airport hub, quality public transportation and reasonable commutes, plus a large recruiting base from local colleges and universities.
- Those metrics are great, but none of them measure your entire service desk performance by themselves. Use this tool to get a entire performance score.
- Speaking of metrics, are you using cost per ticket to drive business value?
- Adopting DevOps practices for 2018? Read our CTO’s take on getting started.
Thanks for catching up with us this week. Check out the rest of the blog for more ideas to improve your service desk!