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102. AI and Service Management: From PepsiCo's VR Training to Ethical Dilemmas
Manage episode 515393100 series 3345466
Content provided by InvGate. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by InvGate or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
In this episode of Ticket Volume – IT Podcast, host Matt Beran sits down with Prashant Arora (PepsiCo), Daniel Ciolek (InvGate), and Suzanne Galletly (AXELOS) to unpack how Artificial Intelligence is reshaping IT Service Management. From VR-powered training and digital twins to self-healing IT operations and ethical dilemmas, this episode explores both the promise and the pitfalls of AI in ITSM.
Here’s a sneak peek:
- How PepsiCo uses digital twins and VR to cut training from 2 months to 2 weeks.
- The role of AI in ticket triage, automation, and knowledge management.
- Why “AI bias” can overload top performers while others do less.
- The limits of AI models and why “AI is extremely silly… and powerful.”
- Governance, ethics, and why loneliness is now considered a business risk.
Whether you’re curious about real-world AI use cases, worried about risks, or trying to understand where Service Management is heading, this conversation delivers insights from every angle.
Don’t forget to like, subscribe, and share your thoughts in the comments! How is your organization approaching AI in ITSM?
#AIinITSM #ServiceManagement #ArtificialIntelligence #ITOperations #ITLeadership #TicketVolume #Podcast
114 episodes
Share
Manage episode 515393100 series 3345466
Content provided by InvGate. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by InvGate or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
In this episode of Ticket Volume – IT Podcast, host Matt Beran sits down with Prashant Arora (PepsiCo), Daniel Ciolek (InvGate), and Suzanne Galletly (AXELOS) to unpack how Artificial Intelligence is reshaping IT Service Management. From VR-powered training and digital twins to self-healing IT operations and ethical dilemmas, this episode explores both the promise and the pitfalls of AI in ITSM.
Here’s a sneak peek:
- How PepsiCo uses digital twins and VR to cut training from 2 months to 2 weeks.
- The role of AI in ticket triage, automation, and knowledge management.
- Why “AI bias” can overload top performers while others do less.
- The limits of AI models and why “AI is extremely silly… and powerful.”
- Governance, ethics, and why loneliness is now considered a business risk.
Whether you’re curious about real-world AI use cases, worried about risks, or trying to understand where Service Management is heading, this conversation delivers insights from every angle.
Don’t forget to like, subscribe, and share your thoughts in the comments! How is your organization approaching AI in ITSM?
#AIinITSM #ServiceManagement #ArtificialIntelligence #ITOperations #ITLeadership #TicketVolume #Podcast
114 episodes
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Similar to Ticket Volume - IT Podcast
We already have many of the climate solutions we need. But scaling them is hard. The Green Blueprint is a show about the people who are architecting the clean economy. Every other week, host Lara Pierpoint profiles the founders, investors, and organizational leaders who are solving complex challenges in the quest to build climate technologies fast.
…
continue reading
Thanks for visiting The Cell Phone Junkie! I will be taking the time each week to discuss my favorite topic, cell phones. Any feedback is appreciated and welcome. You can email me at: questions (AT) thecellphonejunkie (DOT) com or call: 206-203-3734 Thanks and welcome!
…
continue reading
Show notes are at https://stevelitchfield.com/sshow/chat.html
…
continue reading
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continue reading
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continue reading
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continue reading
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…
continue reading
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Go offline with the Player FM app!
