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.