How More Automation in IT Service Management Makes User Experience More Important than Ever

How More Automation in IT Service Management Makes User Experience More Important than Ever

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.

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