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Automating ITSM Processes

Intelligent automation helps organizations take a holistic approach to service management. By using intelligent automation technologies like artificial intelligence (AI) and machine learning, enterprises can take advantage of existing ITSM capabilities, like knowledge articles, defined support groups, and request models. Additionally, using intelligent automation greatly increases the effectiveness and speed of resolving issues, as well as expediting the resolution of user issues.

But perhaps more importantly, these technologies that empower greater automation also free up service desk agents to do more value-added work, like resolving more complex issues, identifying and implementing continual improvements, and contributing to the design of new products and services. While intelligent automation through AI can greatly impact the productivity of your IT organization, we’re just scratching the surface of how AI and automation can further enhance ITSM.

Artificial Intelligence (AI) and IT Service Management (ITSM)

AI and Machine Learning can be used to capture knowledge as it’s created. Bots can be incorporated into the development lifecycle to learn what was tested and the results of those tests. During the support lifecycle, AI could be used to correlate disparate data sources, such as prior incident records and chat logs, to learn how particular types of incidents were resolved, and to develop knowledge articles for future use.

AI and automation are also used to detect abnormal behavior that may occur across multiple IT systems and automatically alert IT staff to a problem before an incident has occurred.

Applications of Artificial Intelligence in ITSM

The uses and applications of artificial intelligence can lead to great automation within ITSM practices, resulting in immediate improvements within your ITSM strategy:

  • Chatbots can be used to automatically determine the categorization of a user-reported incident.
  • The application of artificial intelligence can be used to do an initial triage of an incident then assign the issue to the correct agent without humans having to read the content in the ticket to make an assignment decision.
  • Leveraging defined request models, automation can be used to execute the procedures required to fulfill requests.

Future of AI in ITSM

The future of AI can be very simple or incredibly advanced when it comes to ITSM. From the basics, AI can be used take the knowledge you have built for an incident resolution and turn it into a knowledge article that can be use over and over. The next step in the future of AI when it comes to service management practices could be using AI to correlate disparate data sources, such as prior incident records and chat logs, to learn how particular types of incidents were resolved, and to develop knowledge articles.

But let’s not forget about how critical bots can be in the future of AI in ITSM. Self-service can be greatly pushed using chatbots which can significantly reduce the involvement of service desk agents on repetitive tasks. And, then as we advance the future of AI in ITSM, chatbots can provide triage incidents, provide instant updates on the reported incidents or service requests to users, and even auto-resolve those incident that were resolved through self-service. This future of AI creates an exceptional employee experience across the enterprise.

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