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A new direction for IT user support: Enabling an omnichannel experience in the cognitive era


Consumerization of IT and the Internet of Things (IoT) are revolutionizing how people live. Users are increasingly becoming accustomed to instant gratification when using technology in their personal lives, whether for gaming, shopping or managing their daily activities. And they want the same kind of immediate service when they go to work. To address this expectation, IT support needs to adapt, evolve and even revolutionize itself or become outdated. In short, IT support must reinvent itself into a friendly, proactive service that is tied directly to a business’ profitability.

Tags : cognitive it support, transactions, system of engagement, soa, omnichannel support, ibm
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Published:  Aug 25, 2017
Length:  12
Type:  White Paper