How AI Is Changing IT Service Management

Artificial intelligence (AI) is likely helping you in your daily activities even if you do not realize it. Smart assistants, rideshare apps and feeds from social media are all powered by AI. AI autopilots our planes, and occasionally even delivers our packages. It's not a surprise then that by the year 2022, one of five workers will be working side-by-side with AI technology, from HR to IT.

Making use of AI to find an opportunity to ride is one thing but it's quite another to give AISM some of your everyday tasks. In some cases, this can fuel misconceptions around AI technology that obscure its possibilities for workplace. Indeed, professionals are twice as likely to feel worry instead of excitement when asked about the prospect of AI performing human tasks. These workers can find the new capabilities and increasing acceptance of AI technology intimidating.

What can AI Augment the Human Workforce?

Despite the growth of intelligent technology such as AI and automation, humans have unique skills (specifically complex problem-solving creative thinking, critical thinking, and critical thinking) -- skills deemed most important for workforce development by the World Economic Forum. AI technology can't substitute these abilities. It can, however, streamline processes, augment human roles , and assist with tasks that only humans are able to complete.

Enterprise implementation of AI has grown by 270% over the past four years -this makes it a competitive necessity for businesses. But bringing this information to hesitant employees is easier said than done. Enterprises should focus on creating AI-powered products strategically and offering solutions that enhance the employee experience. This is the most effective practice. Given the technical nature of the introduction of AI and the emphasis on making employees more productive to improve their productivity, there's a natural area of the enterprise to begin: IT service management (ITSM). Recent research has revealed that 62% of businesses are currently looking into or have already implemented AI in their ITSM strategies.

How Does Use AI to ITSM?

It is easy to integrate AI into enterprise ITSM services. The AI-powered service desk helps to ensure efficient and timely management of service. This ensures that both technicians and employees feel connected and engaged in their experience with service.

Solutions Suggestions

AI can help save a substantial amount of time by recommending solutions for technicians and employees. Modern software for managing service can make use of machine learning to learn from employees' interactions with the knowledge base to recommend the best solutions. Employees can be directed to self-service solutions via suggested knowledge base articles to prevent tickets from being sent. This allows technicians to handle difficult IT-related issues.

Accurate Data

Efficient response to requests and ticket resolutions are dependent on accurate and complete information, which has proved elusive for many organizations. The problem is that requesters do not know exactly where everything is located or what it's known as. AI can help them find the best way to do it. For example, it can recommend a form of a service catalog that gathers all essential information required for a service request, preventing an incomplete ticket and the consequent back-andforth. It can also assist in collecting accurate category and subcategory data within tickets, which will enable automated routing and priority on the back end. Employees no longer have to figure out if their request is categorized within the category of "software" or "applications," which means their tickets will fall in the right hands the first time.

Visibility

Your IT department can gain better visibility by having the service desk collect complete and precise data. This will enable the service desk to shift from reactive to proactive management. AI will detect patterns in requests and incidents and help prevent the breach of service-level agreements (SLAs). The leaders will be equipped with the necessary information to prepare for any change. AI can link related incidents to help identify larger problems. This will give your team an advantage in communication and troubleshooting.

If AI is part of enterprise ITSM offerings, it can improve the quality of each employee's experience , from the technician all the way to the end-user. AI at the service desk must be as effortless as AI can be used in everyday consumer interactions.

AI-powered ITSM solutions are only the most visible aspect for efficiency in the workplace. It is essential that businesses introduce AI to their workers as soon as possible, as technology continues to evolve rapidly. This will help companies to profit from the many opportunities in the near future.