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Peter Adams, Brian Joshua, and Brian Sik delve into IT service management, discussing self-service, service desk interaction channels, and the preference for human support over automation. They stress the importance of investing in knowledge management and automation, and the need for a balanced approach. They also discuss the limitations of chatbots, the need to reduce email support requests, and the importance of treating all support channels equally.

Intro - 0:00
DEX - 2:16
The call to tech support - 3:00
Ask a co-worker for help - 12:46
Workers prefer to fix their own tech - 21:26
Chat bots vs Humans - 29:32
Now What - 35:40
Questions - 39:31

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