AI in ITSM: Unlocking the Value of AI for IT Service Management
It is no secret that meeting customer expectations hinges upon the ability of organizations to streamline IT operations and deliver IT service requests for their employees on time. Just as customer satisfaction is important for organizations, employee satisfaction is equally significant to fulfilling organizational technology requirements. So, every IT service request that employees have must be resolved at scale 一 necessitating the ITSM implementation to handle IT services and deliver business outcomes.
Most organizations, however, have ITSM tools with a legacy approach and work in a silo. It means that manual intervention is significantly high with this type of framework, while data analytics is scarce.
Today’s ITSM needs a data-driven approach to optimize ITSM applications and drive maximum benefits. An AISM, Artificial Intelligence service management, or?AI in ITSM ?is a solution for CIOs or business leaders to facilitate employee experience and operational resilience while delivering higher success rates with IT service transformation.
Our article explores why IT leaders need AI-driven ITSM in today’s highly technology-driven ecosystem and why it's better than your legacy model.
What is ITSM, and why is it important for your business?
With digitalization occurring at a large scale, the proliferation of IT tools is normal to expedite IT service delivery.
But, IT service delivery is successful only when there is an appropriate process and strategy to execute the work. ITSM, or Information Technology Service Management, facilitates the objective of organizational IT service delivery through robust maintenance of industry best practices of ITIL.
ITSM is essential for any organization to keep its IT operations running, meet customer expectations, and drive business growth. Put simply, it is a sacred testament for IT leaders that guides them properly in managing critical IT operations, responding to incidents, and maintaining an overall health of an IT infrastructure.
Similarly, if ITSM is important to business, AI ITSM is more important in today’s fast-paced digital world.
With AI ITSM, IT leaders are more empowered to tap into more values by gaining access to tools such as
In addition, it is essential to throw light on AIOps or artificial intelligence operations platform, which is designed to?facilitate every kind of primary IT operation based on their ability to be trained with a massive volume of IT data.
The business outcomes are quite significant as it becomes easier for employees to streamline manual operations through automation and free time to handle higher levels of IT issues for AIOps in ITSM. With massive business values lurking in the corner, the?AIOps market is expected to grow to $19.93 billion by 2028.
So, it indicates that the business value of AI in ITSM is immense. There are multiple ways you can unlock values in artificial intelligence service management.
Four Ways to Unlock the Value of AI for ITSM
Streamlining repetitive tasks of the common IT issues
The goal of traditional and modern ITSM is always the same 一 to reduce the time to respond to IT issues and keep IT operations running. But, as the workflows compound and grow in complexity, traditional ITSM becomes inefficient due to its reactive approach.
Artificial intelligence in ITSM enables IT support to work faster and more efficiently with a proactive approach.
Auto-resolution chatbots
To augment the capability of your modern ITSM tool, one great way is to gather as much data as possible (for example, existing IT support issues, history of IT tickets, etc.) to train your machine learning models. These models expand the capacity of your chatbots and help you resolve issues more efficiently.
Rapid enhancement of knowledge bases
Knowledge base improvement with generative AI
Artificial intelligence service management is ahead of traditional ITSM in terms of keeping knowledge base articles up to date as per the ITIL-4 framework. The best part is subject matter experts no longer need to spend hours strategizing and creating knowledge base articles for IT support teams. The built-in editor inside an ITSM framework, if powered by LLMs or generative AI, augments content creation using related input prompts.
To enable ITSM users to create knowledge content at scale, Workativ uses LLMs or generative AI for its no-code chatbot builder, simplifying content creation for knowledge base articles and improving knowledge search through intent extraction.
Knowledge management with data specific to current ITSM scenarios
AI in ITSM helps harness data using deep analytics and algorithms, helping SMEs remove dated content and replace knowledge base articles with resources specific to the current ITSM situations. For example, you can check through ticket history and session analytics to know which area needs improvement and prepare the resources based on the critical issues.
Content management through automated approval
Generative AI’s suggestions for knowledge base articles could be biased and misinformative. This asks for a comprehensive review of the documents before they surface in the live environment in your ITSM infrastructure. Creating?document management workflows for your ITSM chatbot ?makes it easier for your team to automate document approval. The process helps you save time and accelerate content publication methods.
Improving employee productivity and engagement
AI for ITSM provides more flexibility and convenience for employees, helps them work faster, and be experts at ticket handling processes. Here’s how employees can boost their capacity and optimize AI ITSM to maximize the organization's benefits.
Scale up service request management.
In a typical IT infrastructure, it is normal to face IT issues, which tend to create productivity drains and friction. The ongoing and regular IT service issues can encompass.
Self-service opportunities ease the complexity while giving individuals enough flexibility to handle issues using knowledge-base workflows. By using the?drag-and-drop interface of a no-code chatbot platform like Workativ , yeou can create your workflows and allow your employees to be productive and engaged.
The workflows for service request management can be used to improve IT asset management and SLA maintenance. With automated workflows created with predictive analytics, Workativ allows adopting a holistic approach for the purpose by letting you leverage dynamic alerting to notify ahead of time so proper action can be taken without causing disruption to services.
Real-time incident management
Any unexpected incident can be detrimental to user productivity. Some most familiar incidents for ITSM are,
The AI advantage for your ITSM is that you can use automated ticket triage functionality. As tickets for incidents come up, machine learning and NLU analyze the importance of the incident, categorize them based on priority, and assign them to the right expert for process efficiency and accuracy.
This inbuilt capability within the modern ITSM infrastructure makes it a little tricky for users to escalate the tickets when they work offsite. The process needs logins, and fetching real-time credentials from a remote location can be challenging.
领英推荐
Creating app workflow automation using ITSM chatbot integrations seamlessly reduces employee friction yet allows automated ticket triage through Slack or Teams. Workativ’s?agent handover feature augments your user experience and helps improve ITSM adoption.
Implement successful change management.
One big critical objective of IT service management is to promote the employee side of change management. Organizations across the globe are aiming to introduce digital transformation at their workplaces. According to Statistica, the?projected cost of digital transformation will reach $2.8 trillion by 2025.
But, any change is only effective if employees can adapt to it. AI in ITSM helps change leaders harness data about IT issues and employees to offer insights that help develop strategies for better change management.
To make change management more convenient for employees, AISM can provide excellent employee support through chatbot workflows.
Workativ allows you to seamlessly build your automated workflows for chatbots that?improve employee support through real-time employee training materials and FAQs.
ITSM performance improvement with analytics
Unlike traditional ITSM, driving organization-wide operational efficiency with ITSM AI is quite easy. ITSM platforms can allow you to derive information about the following matters
By harnessing data about these critical ITSM issues, you can keep your IT health in proper check and ensure operational resilience at its best.
For stakeholders, automated app workflows in chatbots for ITSM are the simplest way to gather data and build a holistic view across ITSM health to improve IT service delivery and employee experience continuously.
Workativ removes the need for stakeholders to navigate through dashboards. Instead, it offers the easiest way to?monitor ITSM performance through a single pane of glass by taking a quick look at the bot summary.
Optimization of AI-powered ITSM for outstanding business outcomes
AISM infrastructure is envisioned to drive amazing business outcomes.
Improve first-call resolution
For IT agents, the first-call resolution is laborious and nerve-wracking for its repetitive and monotonous nature. AISM chatbots are effective in reducing the dependency on agents while solving the L1 loads at scale. Automated FAQ-based answers coupled with a self-service chatbot augment the user experience.
Higher customer satisfaction
ITSM AI increases agent productivity by enabling end-to-end IT service delivery. Organizations can drive customer advocacy, facilitate long-term vendor-customer relationships, and enjoy long customer retention prospects.
Cost efficiency and better ROI
AISM helps organizations optimize chatbots for every touch point of ITSM areas. With proper optimization of chatbots, companies can enjoy declining ticket volumes, less agent involvement, and more productivity.
With omnichannel interaction across multiple devices, the ticket lifecycle is easily short-lived and sees accelerated resolution. It reduces operational costs and ensures a better return on investment.
How Workativ makes it easier to harness the power of AI for ITSM?
Workativ facilitates ITSM success for enterprises through the proper optimization of AI technologies. Its conversational AI platform uses AI, generative AI, and LLMs to allow IT leaders to maximize ITSM benefits and accelerate digital transformation easily.
AI-powered no-code platform to create a chatbot for every ITSM module
Workativ’s no-code conversational AI platform ?is better at handling ITSM principles. By leveraging automated app workflows, IT leaders can easily facilitate operational efficiency with ITSM models across service, incident, change, and knowledge management 一 all as per ITIL v4 standards.
Advanced AI technologies (ML, NLP, NLU) to facilitate the human-like experience
The?virtual assistant that Workativ builds ?exhibits human-like attributes to drive excellent employee experience by resolving real-time IT issues without creating ambiguity or confusion.
Furthermore, when a user interacts in a conversational AI chatbot interface, it can easily detect intent and recognize contexts for situational awareness to improve responsiveness in real-time.
Easy to connect with the leading ITSM platforms,
Workativ removes the need for enterprises and even SMBs to invest in enterprise packages to avail chatbot facilities for ITSM platforms. Instead, Workativ offers a flexible chatbot integration option and customizability to maintain brand persona on the UX/UI side.
By creating automated app workflows, you can pull up all the best features and benefits from the leading ITSM platform directly to your collaborative channels like Slack or Teams and simplify user adoption. For example, Workativ allows you to create app workflow automation for?ServiceNow, ?Zendesk, Freshservice, ?and lots more.
Easy to build with a chatbot builder
Workativ offers an?easy-to-use and no-code chatbot builder ?to create your AISM chatbot and facilitate organization-wide ITSM success.
All it takes you to create your ITSM chatbot is
Conclusion
AI in ITSM is a game changer to facilitate operational efficiency and business resilience for enterprises and SMBs.
AI today is not just a nice-to-have but a must-have phenomenon, owing to its massive capability to transform how enterprises implement ITSM strategy and?drive ITSM success.
Workativ makes it easy for enterprise leaders to drive massive ITSM AI adoption by enabling employees to adapt to conversational AI platforms seamlessly. Not only does Workativ quash the myth that ITSM implementation is tough, but also enables successful ITSM deployment and user preference at scale.
Are you keen to unlock AI in ITSM? Workativ offers the right platform that unleashes massive benefits for your ITSM success.?Connect with us for a demo today.
Disclaimer: This article was originally published here .
Automatisierung & KI am Service Desk | Passion for Services | Communication Pro | Techie ?? | AI-driven ??
1 年I absolutely agree.