Several strange things have happened to us on the way to the service desk over the past year, haven't they?
My presentation will do more than present research about the uniquely important skills ITSM professionals need in our brave, new remote support, omnichannel world. I'll demonstrate a technical skill per trend, and provide detailed research for every buzzword used.
Sure, we've seen the advent of AI and automation as help desk / service desk adjuncts. The ITSM role has become experiential in nature. Let's discuss the data from research about the most effective, hands-on ways ITSM professionals can prepare themselves.
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