Comprehensive software reviews to make better IT decisions
Symphony SummitAI’s Latest Release Incorporates More AI Functionality to Enhance Service Management
- AI-driven knowledge management. Sierra introduces an updated self-service experience with conversational search based on natural language processing (NLP).
- Intelligent digital agent. Symphony SummitAI’s digital agent, CINDE, now has agent transfer, self-help articles for end users, and enhanced spell-checking capabilities for conversation. The updated release can also transfer the conversation to a live agent if needed.
- Asset cost and capacity analytics. A new IT asset dashboard supports hardware and software asset management with utilization and cost analytics.
SummitAI’s latest release and its benefits to service management. Source: Symphony SummitAI
Artificial intelligence is increasingly being leveraged by IT service management solutions, with the next generation of tools leveraging machine reasoning and automation to improve service quality and reduce cost. However, the need for this technology depends on how it will help organizations meet their business goals.
Symphony SummitAI’s latest release with its enhanced AI capabilities will help it keep up with emerging trends in the ITSM market and support the shift-left strategy to enable more automated and end-user resolved tickets. Nonetheless, the need for strong processes and people doesn’t diminish with a good tool; ensure you have the skills and workflows in place to support AI-based automation for it to succeed.
Want to Know More?
RiskSense announced on July 13 its new version of the cloud-delivered RiskSense risk management platform. The main draw of the program is its holistic risk calculation across CVEs and CWEs.
Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.
Cyberthreats are omnipresent for any enterprise. Monitoring ingress and egress points while still conducting business is a balance security professionals attempt to strike. Couple this with the continued security issues around remote work during the pandemic, and security teams have their hands full.
On May 26, Kenna Security released its new Prioritization to Prediction Benchmark Survey. This free tool provides organizations with the ability to compare their vulnerability management programs to industry averages Kenna Security has compiled over the years.
COVID-19 has changed a great deal about how businesses operate. From a security perspective, however, COVID-19 caught many businesses off guard. The shift from working in the office to working from home has made it difficult for security measures to keep pace. Specifically, how are businesses meant to maintain the same secure networks when their employees are no longer working in the office? Outside of the security of the IT departments, IT and security have a tough time ensuring that patching and vulnerability management remain at the forefront of a business’s priorities.
Atlassian has acquired Halp, a real-time helpdesk tool that integrates with Slack. With the broader context of this move being Atlassian and Slack’s strategic alliance, might there be more to this acquisition than meets the eye?
Kenna Security deployed their new data driven vulnerability management program, Kenna.VM and accessory program, Kenna.VI. Released on April 28th, Kenna.VM was created with the purpose to set service-level agreements (SLAs) with risk tolerance in mind.
We often hear that businesses are continually cyber insecure or under attack. However, recent penetration testing from Rapid7 shows that businesses are getting better at securing their networks against cyberattacks. While organizations continue to have exploitable weaknesses, attackers are having greater difficulty penetrating deeper into businesses’ networks.
Organizations are complex and have multiple stakeholders involved in the delivery of a service. In a public sector organization, for example, there are end users, multiple agencies and departments, and vendors involved in the delivery and consumption of the service. Service design methods and tools assist in making sense of these stakeholders’ inter-relationships and allow organizations to make sound decisions during service implementation.