HDI 2018 Expert Insights

Issue link: http://dc.ubm-us.com/i/943176

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Page 1 of 18

2 7 Expert Insights on the FUTURE OF SERVICE AND SUPPORT Contents 3 The Future Is Bots: Two Perspectives on AI and Automation • AI, Automation, and the IT Service Desk | Stephen Mann • AI: Shifting Work and Shifting Skills | Roy Atkinson 10 7 Tips to Take Your Service Desk to the Next Level | Ryan Ogilvie 13 Coping with Organizational Change: 4 Strategies to (Re)build Trust in the Workplace | Gregg Gregory 6 Change Management in a DevOps World Greg Sanker 15 Modeling Success: 9 Guiding Principles for Service Leadership Stuart Rance 17 The Authentic You: 5 Steps to Becoming a More Effective, Engaging, and Authentic Leader | Julie L. Mohr C L I C K / TA P O N T I T L E S B E L O W T O J U M P T O A N Y A R T I C L E

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