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Artificial Intelligence for ITSM - meaningful strategy or marketing gag?

Artificial Intelligence for ITSM – meaningful strategy or marketing gimmick?




Matrix42 AG

Whether it's voice assistants like Siri, Cortana, personalized advertising or individualized recommendations from online retailers - Artificial Intelligence (AI) is already part of our everyday lives. 

Nevertheless, many companies are hesitant to use AI for optimizing service and support processes. Is this reasonable or a missed opportunity? 

Markus Bause, CEO of the leading German consultancy for ITSM, SERVIEW and Fabian Henzler, VP Products at Matrix42 will discuss the pros and cons of AI in ITSM. Topics are: 
  • What actually qualifies as AI in this context? Or is it just machine learning after all? 
  • Can I really rely on decisions made by AI? 
  • Where can AI contribute concrete added value? What kind of investments do I have to undertake? Will it pay off? 
  • Is anyone already applying AI in ITSM or are people just talking about it? 

Please register here for the open discussion on pros and cons of AI. 

Markus Bause Headshot
Markus Bause

Managing Director

Markus Bause has been managing director of SERVIEW GmbH since 2006 and thus stands for the high quality and the self-image of the consulting and training services. In 2004 he joined SERVIEW as a Senior Consultant and was significantly responsible for growth and success in the market. "Passion stands for innovation", said Bause, "and that makes us one of the best in the industry". Markus Bause has extensive experience in strategic IT consulting and consulting for corporate clients. This includes issues of agile transformation, IT governance and the complex tasks of service management. His knowledge is based on his many years of experience as a consultant, coach and trainer. He is very good at taking his customers' perspective, as he was also the responsible head of internal IT organizations.

Fabian Henzler Headshot
Fabian Henzler

Vice President Products
Matrix42 AG

As VP Products, Fabian Henzler is responsible for the success, strategy and marketing of all Matrix42 products. Together with his team he is responsible for product management, product marketing, and mergers & acquisitions. He has many years of experience in software development, product management, marketing, and sales. He joined Matrix42 in 2014 as Senior Product Manager for Workspace Management and the Matrix42 Marketplace. Prior to joining Matrix42 he was Head of Product Management at Consulting4IT, before that at EgoSecure.

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