End User Insight: Machine learning in service desk change

Maturity is a distant horizon where machine learning is concerned but over recent months it has come closer for organisations and suppliers alike, as far as cost and comprehension is concerned. It is not mainstream as yet, in terms of development or deployment but is at a stage in its lifecycle where we are seeing use cases germinate. This research note looks at the germination effect within a UK-based organisation: machine learning enabled applications spawning use cases once the first deployment is active, and their role as a catalyst for operational and process change.

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