IT Best PracticesIT ExcellenceProject Management

Embrace AI to Transform ITSM

The global pandemic has forced many organizations to enable employees to work from home. When on-site support isn’t possible, and when employees themselves aren’t IT experts, the basic end-user IT issues will hamper the productivity levels of your employees. Leveraging artificial intelligence (AI) will help companies empower remote workers to solve various IT issues on their own. In this article at Forbes, Louis Columbus explains how AI will improve IT service management (ITSM) in a pandemic.

How Does AI Improve ITSM?

AI-powered ITSM solutions are just the tip of the iceberg when it comes to workplace efficiency. They encourage effective and timely service management, ensuring both employees and technicians feel connected and engaged in their service experience. Here’s how AI will help ITSM:

Accurate Data

Efficient request fulfillment and ticket resolutions depend on accurate data. AI will accurately interpret the information before entering it into an IT service management solution. For instance, AI ensures to collect every piece of necessary data for a request while preventing an incomplete ticket. Further, it assists in collecting even the subcategory data within tickets. No longer does an IT employee need to guess if the request falls under ‘applications’ or ‘software.’

Adding AI technology to chatbots will enable automated ITSM solutions with the capability to interpret incidents and requests accurately.

Automated Backend Processes

IT service management consists of the backend processes to manage requests or issues entered into the system. Traditionally, issues or requests are entered into the system by an end-user through a self-service portal. However, AI saves a significant amount of time by recommending solutions to both employees and technicians. Pointing employees to self-service solutions through knowledgebase articles will prevent some tickets from being submitted in the first place. This frees up the IT team to address complex issues of an organization.

“The majority of IT leaders expect to see improvements in service quality, speed, and issue resolution from integrating ITOM and ITSM into a unified platform,” explains Louis. To know more about how AI improves your ITSM, click on: https://www.forbes.com/sites/louiscolumbus/2020/04/24/how-ai-can-improve-it-service-management-in-a-pandemic/#5df621c1425a.

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