Michael Cavallo
ServiceNow Developer - IT Manager
ServiceNow Developer with over 8 years of experience using, administering, and developing on the ServiceNow platform, as well as leading the local SNUG for the Philadelphia area. With a strong understanding of the platform and its applications, along with various certifications, I have gained expertise in designing and developing solutions for cross-functional teams to translate business needs into technical solutions throughout my journey.
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USI Insurance drives ITSM productivity with workforce optimization
JM
Conference Sessions
Generative AI for ITSM: SNUG program
CCA3053
<p>Join a discussion about how Generative AI can supercharge your IT processes, automate complex tasks, and align technology with your business goals.</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)