Matrix42: The challenges of today`s ITSM landscape

Join Ken Adamson and Andrei Tchouvelev, and see why it’s important to understand the divide between getting help and providing help as it relates to technical support.

From the employee view: we want support to be easy enough to solve problems without having to pick up the phone.

From the system view: I want it to be smart enough to anticipate my next move and offer intelligent options based on my role and my persona.