Jose Marquez
ServiceNow Developer
ServiceNow Developer and System Administrator for USI Insurance Services with a background in IT support and training. My journey with ServiceNow began when I merged my experience as a former member of USI’s Service Desk with a strong interest in ServiceNow development. This led to the creation and support of the Service Operations Workspace currently used by USI’s Service Desk team. As a current member of the ServiceNow development team, I have continued this work creating automation and optimization processes for the entire IT organization at USI.
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Customer Panel: Gen AI early adopters using Now Assist for ITSM
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USI Insurance drives ITSM productivity with workforce optimization
Conference Sessions
Customer Panel: Gen AI early adopters using Now Assist for ITSM
SES1500
<p>Looking to accelerate employee self-service and agent productivity? Hear how three early adopters of Now Assist for ITSM – a ServiceNow GenAI offering – have moved from planning to quick implementation, to seeing benefits. IT teams at Accenture, Coursera, and USI can tackle more complex incidents, pursue strategic initiatives, and delight leadership with Gen AI. Attend this panel to learn how Now Assist can help you do the same.</p>
USI Insurance drives ITSM productivity with workforce optimization
SES1367-K23
<p><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="font-size: 11.0pt;">Join this session for a look into USI's journey to optimize our service desk via Workforce Optimization. Originally implemented to help gather service desk analytics and ensure scheduling was done efficiently; the company expanded to include upskilling agents so they can take on broader, more complex issues. The session will include key metrics and the roadmap for the next phase of USI's Workforce Optimization implementation.</span></span></span></span></p> <p> </p>
How USI is increasing productivity and efficiency with AI Agents for ITSM
SES2687
In today’s fast-paced business environment, organizations face mounting pressure to optimize efficiency while delivering exceptional employee experiences. Join us as we showcase how USI made their IT service management more strategic by increasing productivity, self-service, and deflection rates, while improving the employee experience with the help of Generative AI. In this session, you’ll learn the following: 1\. Why they chose Now Assist for ITSM 2\. How easy it was to implement 3\. How the ROI allows us to be more strategic 4\. What’s next? (AI Agents)