The Smart Service Desk— Three Ways Analytics and Machine Learning Can T ransform Y our Service Desk White Paper IT Operations Managementpage T able of Contents The Challenge of Complexity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 A New Approach to IT Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 T echnology for T ransformative Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Key T akeaways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 www .microfocus .com The Challenge of Complexity When it comes to service manage

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