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of organisations use remote control technologies to provide support.

Source: HDI

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How Artificial Intelligence is helping Support Organisations to Shift Left



People Management , Process Management

Self Development , Training & Development , Service Catalogue



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ITIL 4 - Are You Ready?

Date: 24 Jul-02 Aug 2018, 1:00 pm - 5:00 pm
Venue: Sydney, Canberra, Brisbane & Melbourne
Availability: Public

How AI is helping Support Organisations to Shift Left

Workshop Outcomes and/or Deliverables

 ​Click here to view workshop video and presentation slides (NOTE - You must be logged in as an HDAA Member Representative Bronze Level and above to gain access) Access can be purchased by Non-members for $200, Virtual members for $115 and Individual members for $100. Contact HDAA if you would like to purchase access.

Workshop Overview

The concept of Shift Left has been around for many years, originating in the software testing domain, focused on early testing in the software development lifecycle commonly referred to as, test early and often.
In recent years, the term Shift Left is becoming more common in the IT Service Management (ITSM) domain referring to shifting call resolution left along the support chain to level zero or self-service.
Whilst all organisations have different cost structures and formulas for calculating cost per call, it is well understood the further left the call is resolved the lower the cost per call and typically the shorter the call resolution time. 
Advancements in AI and semantic search technologies has made is possible to achieve a step change in self-service for customer service. However there are a number of challenges that must be overcome for an organisation looking to adopt AI to shift their support organisation to the left.
In this session, we will discuss the following topics:
  • AI 101 - What is Artificial Intelligence and how to navigate through the hype.
  • AI in Service Management
    • How organisations are using AI to drive business benefits.
  • What is the future of AI?
  • How to prepare yourself for AI, how to get started, and how to avoid the pitfalls.


Don’t forget HDAA members receive complimentary seats to HDAA workshops;

  • Platinum members – 6 complimentary seats
  • Gold members – 4 complimentary seats
  • Silver members – 3 complimentary seats
  • Bronze members – 2 complimentary seats


 Workshop Facilitator

   Paul Heath 
   SoapBox AI




Paul is an experienced technology professional with 18 years' experience in founding and transitioning technology companies to major entities. Paul is passionate about customer success and believes delivering sustainable value for customers is the only way to build a sustainable, properous business.

Workshop Details

Registration:  from 12:30pm (light refreshments will be available from this time)
Workshop:  1pm - 3pm
Networking: 3pm - 5pm (join your industry peers to discuss topics of interest over canapes and drinks)
Venue : Novotel Canberra, 65 Northbourne Ave,  Canberra ACT    02 6245 5000

For more information, please contact HDAA on T: 1300 130 447.


Non Member: $440.00 (inc GST)