Updated: Jun 9, 2020

It’s undeniable that Artificial Intelligence (AI) is here to stay. In a previous blog, we explained that more than 80% OF C- level executives are looking to adopt AI.

Gartner, a research and advisory company, has gone further in proving that the migration to AI is well and truly on. Two recent reports they published found that:

● 37% of organisations have implemented AI; and

● By the year 2021, 80% of emerging technologies will have AI foundations.

If you’re a Chief Information Officer (CIO) and you haven’t learnt the power of AI technology, it’s imperative that you do. But learning about it and implementing AI within your organisation are two very different things.

So, here’s how you can start to implement AI, understand what skill sets you to need internally and how to measure the success of your AI initiatives.

Where to start with AI

Once a CIO has seen how AI can transform teams and make IT service desks more functional, their eyes light up. Often this means they will try to introduce as many AI technologies as possible at once, but this can be disastrous.

If AI goes wrong or doesn’t work properly (which rarely happens), it will leave the wider company fearful of any new AI initiatives. That’s’ why we suggest CIOs do three things when implementing AI.

Start slow

Rome wasn’t built in a day and neither should your AI technologies.

If you start slow, you won’t be inundated with requests for demonstrations from staff who want more information about your new AI technologies before they feel comfortable using it.

Likewise, you won’t be swamped with IT tickets if things go wrong when implementing AI across your entire IT service desk.

While the AI space is fast-paced, it doesn’t mean you have to adopt everything it offers the second you learn about it.

Choose your top five service desk calls

Part of starting slow is to only choose a select few areas of your IT service desk that will most effectively benefit from AI automation and that ease the stress your teams experiences.

That’s why we suggest identifying the five most common calls your IT service desk receives and begin the automation process with there.

While your situation will be unique, there’s a high chance IT staff experience several calls per day to reset passwords, reconnect VPN’s and grant access to online forms and folders.

Whatever issue regularly takes your team members away from focussing on the bigger picture, is a candidate to be automated.

Keep testing AI

To get effective AI technology running across your company, it needs to operate as smoothly as possible.

The true test of automation is how functional it is to use by staff members who’ve never experienced it before. You don’t want an automated process to reset a password that’s as difficult to complete as a Rubix cube.

Servicely can be working within IT service desks in as little as one day. So the logical next step is to start operating it, monitor it and consistently test it before moving on to other AI technologies.

Generally, it’s not AI that causes problems but staff trying to use it incorrectly. As a CIO, you must always ensure any new AI technology that’s been introduced is tested (and is working productively) before moving on to set up other automation measures.

Internal skill sets needed for AI

While upskilling is always an advantage, AI like Servicely doesn’t require teams to be up-skilled or to bring onboard new staff members with a higher degree or more experience.

We’re able to work with existing teams to leverage any experience within an organisation and given our AI technology is adaptive, it will learn and remember processes over time. That means when IT staff members leave, their ‘tribal knowledge’ (or undocumented knowledge) doesn’t go with them.

A perceived lack of AI skillset internally is not a reason to avoid automation. In fact, if you do wait until you identify a suitably skilled AI worker you’ll be waiting a while.

How to measure AI success

Implementing AI slowly will not result in a ‘eureka’ moment, but you will be able to see its advantages before long if you set realistic Key Performance Indicators (KPIs).

Starting in the first month, plan to increase automation incrementally. As an example, in June plan to automate five% of calls into your IT service desk and in July aim for 10%.

If you were to commit to this and achieve it, by the end of this year 35% of calls would be automated. When the time comes to prove Return of Investment (ROI), you’ll have the data to show month-on-month automation has increased.

Employee experience is also a meter to judge automation by. If AI has enabled staff members to focus on hitting the KPIs of their role and reduced the annoyance of dealing with technical issues, the introduction of AI has been successful.

The speed at which companies are taking up AI technology seems to increase daily. Companies right across the globe are now focussed on how they can implement AI automation to increase productivity, lower stress and improve employee/customer experience.

The best way to achieve this is to introduce AI slowly and initially only automate what your IT service desk really needs help to complete (like staff password resets). From here, AI measures can be consistently tested and increased month-by-month until your organisation is operating a functional and seamless automation process.

Reach out to us to find out how you can implement AI technology to increase productivity and reduce the stress your IT service desk staff experience.

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Updated: May 27, 2020

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 up skill 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?

Reach out to us, we would be happy to share with you our experiences and what we seeing in the market.

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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 , 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

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 and register for a 14 day free trial of Sofi for ServiceNow.

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