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The 4-Pillar Strategy: Prevent, Deflect, Automate, Augment
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Classroom Contents
Zero Service Desk - Applying Machine Learning for Autonomous IT Support
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- 1 Welcome & What ‘Zero Service Desk’ Means at ServiceNow
- 2 Why Traditional IT Support Doesn’t Scale Reactive Workflows & Ticket Growth
- 3 Machine Learning Building Blocks: Classification, Intent & Anomaly Detection
- 4 The 4-Pillar Strategy: Prevent, Deflect, Automate, Augment
- 5 Deflection in Action: Knowledge Articles & Quick Device Fixes
- 6 Automation in Action: End-to-End Access & Software Requests
- 7 Augmenting Agents + What Happens to the Service Desk Team
- 8 Architecture & Adoption: One Platform, One Entry Point for Help
- 9 Governance Guardrails: AI Ethics, Security, Risk & Compliance
- 10 Measuring Success: KPIs, Self-Service Targets & Continuous Monitoring
- 11 Business Outcomes: Incident Reduction, Cost Savings & Better Employee Experience
- 12 What’s Next: Autonomous IT, AIOps, GenAI Workflows & Continuous Improvement
- 13 Wrap-Up & Thanks
