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IBM[1] recently conducted a survey of 5,000 C-level executives and top functional leaders about Artificial Intelligence (AI) and cognitive computing. Their survey concluded that 82% of enterprises are considering AI adoption.

The results of this survey are not surprising. We’ve known for a long time that the migration to automated systems that improve efficiency gains is desirable for large companies with a big workforce.

But while this 2018 survey proves it’s happening, for many Chief Information Officers (CIOs), it doesn’t address what they need to do next to start implementing solutions to automate workflow and ease pressure on their hardworking IT teams.

At Servicely, we’re in regular conversation with CIOs and they commonly have two questions that need attention before diving into AI with confidence.

● Is their company’s data ready for AI? and

● What in house skills do they need in their company to introduce and manage it?

Here’s what CIOs need to do to introduce AI technology and automation within their organisation.

Is your company’s data ready for AI?

If you type “is my data ready for AI” into a Google search you’ll be swamped with information telling you, you’re probably not ready to adopt AI technology within your company.

Chances are this is correct, but will you ever be ready? It’s doubtful.

Being data ready is a mammoth task. You’ll have to audit and review all data company-wide and that means every department and every form (online and manual). Then you’ll need to make judgements on the accuracy of your data (how many misspelt names do you have in your systems?) and clean out what you don’t need.

After all of that, the task only really begins as you reintroduce the information you’ve found into a central database and hope all staff use it and keep it updated.

It could take months if not years to do this and while your competitors are introducing AI technology to increase productivity, you’re fixated on preparing your data for the first stage of AI.

The speed in which AI technology and automation is moving means a company will never be fully up-to-date with what they need to do. But that shouldn’t mean you hold back, AI technology and automation can actually help with the assessment, audit and clean up of data and can reduce the need to double handle data.

Ultimately, Servicely is a way to reduce the manual tasks IT service desk staff have to complete by enabling employees to reset passwords, gain access to online forms and reconnect VPN’s by themselves.

These three common problems can result in a backlog of work IT staff need to wade-through. As mentioned in a previous blog, calls from employees to IT service desks average out to approximately $25 per call and that up to 10,000 calls per month are made to the IT service desk.

It makes sense CIOs should want to reduce the workload of their IT service desk staff. The quicker you implement AI technology within your organisation, the faster efficiency-gains will be experienced.


Do you need special AI skills in-house?

When AI was first developed and brought to market, it was very complex and required staff members to have the intelligence of Einstein to simply turn it on (let alone use it effectively).

To implement AI in the past, companies would need employees with advanced mathematical and analytical skills. This would encompass knowledge on probabilities, statistics, programming languages and algorithm expertise.

While these skills are becoming easier to find there is still a shortage of qualified personnel. It was reported in Forbes that there are only 300,000 AI professionals worldwide and millions of jobs that need to be filled.

That means if you have an adequately skilled AI staff member, it’s in your best interest to keep them. But if they do choose to move on, chances are their skillset goes with them. It would probably leave your company in a dire situation - needing to find and bring onboard someone with similar traits as a matter of urgency while knowing that these people are difficult to find.

Fortunately, AI technology has continued to mature and, at least with Servicely, there’s no great requirement to upskill staff members and identify a scientist with a PhD in computers to work with your organisation.

This is because algorithms do most of the work now and much of the data needed by CIOs has been built into AI technology. That means companies don’t have to build detailed pipelines for product data as most of it will already exist and as AI continues to operate throughout your organisation it will observe, learn and augment repetitive tasks itself.

It’s a myth that companies must have their data in complete and absolute control to be ready for AI. It’s never going to happen as the busyness of IT service desk staff dictates some calls will be captured with detailed information into an online system but at other times IT staff might just take a note on a piece of paper while trying to juggle five things at once.

That’s why it’s better to introduce AI technology sooner rather than later. AI technology can increase IT service desk efficiency and automation enable staff members to be more proactive in solving their problems without the need to inundate IT departments with calls.

Not sure how AI technology can observe, learn and augment your IT service desk?

Join our free webinar where we’ll step you through how you can increase productivity and efficiency gains by implementing AI technology and automation within your IT department.

As companies acclimatise to new ways of working, Chief Information Officers (CIO) need to look to improved technology to benefit their organisation and employees of where they work.

Enabling CIOs and their IT support teams to work smarter not harder was a driving motivation for the development of AI automation technology, Sofi for ServiceNow.

Founder, Dion Williams, saw an opportunity to provide a cost-effective solution to medium to large enterprises that can’t afford large-scale service desk operations.

“I’ve always been of the belief that good technology makes the lives of employees easier and simpler. Having spent years working within ServiceNow, I realised there was a wider opportunity to help more companies improve their IT service desk processes, so we developed Sofi, an automation tool that simply plugs into ServiceNow.”

Available to medium-to-large enterprises, Sofi for ServiceNow has been recently launched to market and has been implemented by companies like News Limited and Deakin University.


What is Sofi for ServiceNow

As mentioned in our previous blog https://www.servicely.ai/post/how-to-equip-your-it-service-desk-to-enable-work-from-home-employees , the shift towards more work-from-home employees will continue beyond our current circumstances and that means companies need to ensure they’re providing a solution to keep work-from-home staff happy and healthy in their role.

That’s where Sofi for ServiceNow becomes a productivity gain for IT service desks and improves employee morale and experience.

Staff members don’t want to be held back in the completion of the daily requirements of their role due to inferior technology or waiting for IT service desk staff to produce a solution to their requests.

Sofi for ServiceNow helps your company automate their internal IT Service Desk to reduce the number of calls the service desk team members receive and have to action. Typically this has been done by logging a ticket and waiting for a resolution.

Understandably this is a convoluted and time-consuming process and results in the frustrations of staff company-wide. Sofi for ServiceNow enables employees to self-resolve many IT issues via a channel of their choice - MS Team, ServiceNow Service Portal or Slack.

Sofi for ServiceNow also bucks the trend by providing a workable solution that can be implemented within an organisation in one day.

This maximises a company’s time as they don't have to spend the time training staff. Sofi for ServiceNow is nimble in application and fast in delivery.

Reducing the manual handling of repetitive tasks results in higher work efficiency and increased employee engagement.

The cost of lost IT service desk productivity

Having accurate metrics on how departments are operating within your organisation is paramount to long-term success.

Generally, all department managers are asked to keep a record of monthly expenditure and comparative figures or results to prove return of investment (ROI).

However, having a clear understanding of what calls to IT services desks actually cost a company is something that is often missed or calculated incorrectly.

It was reported by Gartner that the cost of an employee call to an IT service desk averages out to approximately $25 per call and that up to 10,000 calls per month are made to the IT service desk.

While these figures are dependent on factors like the number of employees you have, it’s easy to see that very quickly the cost of lost productivity adds to it.

Based on these figures, it could cost a company of 5,000 employees logging 10,000 calls per month up to $250,000 per month to run their IT service desk.

For a company looking to decrease expenditure and increase staff productivity, automating their IT service desk with Sofi for ServiceNow becomes a viable option.


How much does Sofi for ServiceNow cost?

Many companies have understood the cost-benefit of reducing the number of requests made to IT service desks. But unfortunately, so too have other AI and automation businesses and their pricing has consistently increased as their solution becomes more valued in the marketplace.

That’s why Sofi for ServiceNow is committed to providing a product that’s cost-effective for medium to large enterprises.

Sofi for ServiceNow pricing is dependent on several facts, such as:

● The industry the company operates in

● The amount of staff in a company

● The automation solutions needed by a company

In order to provide the most accurate pricing for your circumstances, we suggest you contact us directly info@servicely.ai

We know that Sofi for ServiceNow provides a high-quality solution at a competitive price and that’s supported by our customers. One global service desk manager of a large multinational media business stated that:

“Sofi for ServiceNow provided us with the best value for money and a system that simply just works.”

The implementation of AI technology can provide any organisation with efficiency gains and enable a smoother transition from office to at home work.

Moving forward, companies are going to have an increasing need to offer IT service desk solutions to their workforce that reduce the pressure on IT staff to manually respond to employee requests.

Fortunately, the traditional IT methodology of staff raising a ticket and waiting in line for the availability of an IT team member is fast becoming obsolete as automation, like Sofi for ServiceNow, can step employees through how to solve their IT issues (like a password reset) unassisted.

Sofi for ServiceNow was developed to enable CIOs and their IT service desk teams to automate repetitive tasks, reduce manual handling and increase company-wide productivity and satisfaction.

Get in touch with us at info@servicely.ai and register for a 14 day free trial of Sofi for ServiceNow.



For the last few months, companies have been dealing with their new business reality - operating within the constraints of Coronavirus (COVID-19). Since this virus hit, its impact has been devastating for the business community. We’ve seen heartbreaking stories of companies unable to cope with the downturn and a surge in unemployment rates. While it’s pleasing the Government is stepping in with relief packages, what’s not being addressed is the need for a viable solution to enable companies to keep operating and employing their staff when a disaster strikes. According to The Australian Bureau of Statistics, there are nearly two and a half million businesses in Australia and for them to function proficiently in times like these, they need innovative ways to move their workforce from office-to-home without interruption. For companies Australia-wide this problem has caused a significant headache and resulted in lost productivity. And, as always, it seems that the greatest strain has been placed on IT service desks who have been inundated with questions and requests from staff who simply want a solution to their problem so they can carry on with their work. The resolutions they need are not necessarily difficult but when the company’s workforce is 450+ strong, the ability of an IT service desk to satisfy staff demand efficiently becomes problematic. Fortunately, as work-from-home becomes the norm, companies are looking at ways to onboard their home staff proficiently and are utilising artificial intelligence (AI) automation to empower their employees to carry out their role unabated. AI technology AI technology is considered a computer science that helps to build smart machines (or digital solutions) that can perform tasks that typically require a physical worker to complete. The introduction of AI technology into a company does not spell the end of employees, it simply means staff are enabled to work in a more concise and less labour intensive manner, no matter their role. AI technology and automation makes sense when moving from office-to-home. Staff members, in their personal lives, are used to being surrounded by technology that adds value. If devices like Google Home and digital TV can be operated quickly, staff don’t want to be hampered by the slowness of technology as they try to work. AI technology also empowers employees to self-care their IT issues and gives them the tools - often through automation - to solve their problem without needing to raise a ticket and wait for a response from an IT service desk. This is positive news for companies given the shift from customer-experience to employee-experience, as AI technology can be used to keep staff members happy and healthy in their role. The Hay Group, a management consultancy, found in a recent study that employees who are engaged in their role are up to 43% more productive than those who are not. This means that companies need to understand what their staff require and do their best to accommodate it. And as Richard Branson says, “If the person who works at your company is 100 per cent proud of the brand and you give them the tools to do a good job and they are treated well, they're going to be happy. Effectively, in the end, shareholders do well, the customers do better, and your staff remains happy." Having usable and reliable AI technology and automation is one way to achieve this. How AI automation technology increases productivity For a Chief Information Officer (CIO), the efficiency gains of utilising AI technology across their service desk only benefits IT staff and employees working from home. It goes without saying that due to COVID-19, employees don’t have face-to-face access to IT service desks and can’t approach informally to get a quick answer and apply it themselves. Therefore, IT service desks get swamped with requests that take seconds to fix but that doesn’t necessarily mean a resolution can be delivered quickly. With an uplift in work-from-home employee-interactions comes increased pressure on IT service desk staff to understand and resolve their IT issues from afar. That’s why if a process can be automated through AI technology, it should be. As a CIO, you’d be aware of the regular requests your IT staff deal with on a daily basis. It’s not uncommon for an IT service desk to spend large portions of their day resetting passwords, granting access to online folders and files and working from home reimbursement forms and reconnecting VPN’s for other employees. AI technology deviates repetitive tasks away from IT service desk staff and allows employees to solve their issue via step-by-step automation. This benefits both parties. IT staff can focus on other aspects of their role, like conducting the large scale IT maintenance a company needs to operate, while work from home employees don’t have to wait for a resolution to their issue. While it might be insensitive, COVID-19 has given companies a new way forward in how they operate. Enabling large scale staff to work from home was always going to happen but a clearly defined process wasn’t in place before this virus hit. Now, companies have been forced to act and to do so quickly. Fortunately, there are solutions to help companies struggling to move staff from office-to-home and to reduce the stress placed on IT service desks dealing with the technical and repetitive issues employees experience. AI technology, in the form of automation, is not a staff-replacement initiative. It’s valuable technology that’s enabling CIOs to minimise the pressures on their IT staff and enables employees working from home to do so without interruptions or long delays.



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