Service Management World

A Match Long Over Due, Learning from Johnson & Johnson's AI Deployment

Wednesday, November 13 at 10:00 AM

Employee expectations for support are rapidly evolving, and internal support teams are being measured against consumer-like experiences. Businesses are turning to Artificial intelligence to help take up this challenge and modernize their employee support. In this session, you will learn how Johnson & Johnson is meeting theses growing expectations head-on with AI-Powered IT support. You will walk away learning about industry trends for AI and employee self-service, and challenges AI can solve. You'll also hear first-hand how Johnson & Johnson approached their ITSM AI initiative, challenges they overcame and results they're seeing.

Chris Savio

Senior Product Marketing Manager

Bold360 by LogMeIn

Christopher is a Senior Product Marketing Manager for the Bold360 business. Bringing over 12 years of experience, he drives product strategy and the development of go-to-market plans for AI and digital engagement offerings. He’s passionate about using customer-centric approach to help push forward strategic decisions and product innovations.<br /><br />

Anthony Pacitti

IT Manager, End User Experience

Johnson & Johnson

Anthony Pacitti has more than 10 years of experience as an IT professional, all with Johnson & Johnson. Currently he is an IT Manager for End User Experience managing and supporting new technologies with the focus to provide valuable experiences for his global colleagues across the company. Prior to his current responsibilities he spent most of his career in IT Service Catalog Management with considerable experiences in ITSM, data and analytics, project management, process improvement, ServiceNow, user and customer experience. Recently he has been focusing his time on adopting and managing chatbot technologies and advocating further exploration of AI/ML technologies in evaluating/improving the employee IT support experience.