The Future of ITSM

Is the Service Portal dead? If you think it is, this session is for you!

We’ll look at the impact of AI and other emerging technologies on human-centered support design, focusing on the service portal. This session covers the foundational elements of building a human-centered service experience and how emerging trends will impact that design.

Key topics and takeaways include:
- Designing the service portal as a contact channel in an omnichannel support design.
- Information and application center.
- Entry for walk-up services.
- True self-service (vs. just logging a ticket).
- Replacement for the corporate intranet.
- A dive into the ways generative AI changes knowledge management and the service portal.
- A look at the self-service experience of the future: Will it happen in the portal? What replaces the portal if it doesn’t?

As participants will learn, until tools mature beyond the service portal, it will always need to be built. Learn how to build it from an expert in the field who focuses on the human experience, designing portals customers love!

About the Speaker
Phyllis Drucker, the 2023 HDI Lifetime Achievement Award winner, is a service management and leadership expert with over 20 years of experience in Business/IT Strategy, enterprise service management, governance, customer service, and support. She is an expert in Service Management tool design, including the service portal and service request catalog, HR automation, leadership, and team building. Her specialty is looking at innovative approaches to how people work that use today’s digital solutions: taking advantage of technological advances to transform how service and support are delivered.