That AI or Artificial Intelligence helps
only in personal applications is a myth. The fact is that AI has begun to
penetrate government and corporate networks as well. Companies have started
integrating AI with all their systems. This being the case, there is no wonder
that IT Service Management or ITSM tools companies
are also contemplating to integrate and use AI in their systems. Especially,
those companies that are always on the look-out for the latest technologies for
improving their performance and operations are almost on the verge of
implementing their decision.
Experts point out that AI can bring about
phenomenal improvements in three important areas of companies that are offering
IT management services. Let us now discuss about how AI can positively impact
these areas.
Point of Entry
AI's impact over this area in companies
that offer IT service management solutions can be immense. To elaborate this
further, let us assume that some information has to be fed into a system for
having appropriate solutions for a particular situation. AI will be able to
ensure the accuracy of interpretation of the information before it is fed into
the system.
Similarly, with the help of chatbots that
use AI technology, companies can get their automated ITSM solutions interpret
requests as well as incidents more accurately. Of course, as AI technology
evolves further, it will help in improving and personalizing the end-user
experience. It will also improve the efficiency of the solutions provided by
the IT management service providers.
Despite the efficacy of AI in improving
these solutions, there may be some ITSM organizations that may still stick with
their human analysts. Nonetheless, in future, the same companies may have to
opt for AI-driven and sophisticated chatbots. Of course, there will be
less governance by humans then.
Automated Back-end Processes
Back-end processes are another area in
which AI can play a major role. It is at the back-end, requests or issues that
are fed into the systems are processed. In companies that still stick with
traditional ways, these details are fed into the system either by analysts or
by end-users themselves who are aware of the methodology of using a self-service
platform. But once a company opts for ITSM solutions and get them integrated
with all the other systems that are also on the same network, it will be
possible for detecting and automatically opening requests or incidents without
the need for deploying employees for this purpose. This being the case, AI used
on an ITSM system will certainly be more powerful especially when it is
integrated with the technologies on the same network.
For example, if a company starts using AI
on its ITSM system and if they integrate this solution with an IT operations
analytics (ITOA) system, it can help in getting notifications of potential
issues that may affect the network.
An AI-technology-powered ITSM software
will be able to study the patterns and learn to update its knowledge base and
database. This will vastly improve its ways of reacting and solving issues.
Simply put, AI will remember the past experiences and learn to study the
patterns. This means that companies can work on further integration to derive
the best benefits of their AI-powered ITSM solutions.
Knowledge Management
AI-powered ITSM solutions will have the
benefit of having infinite knowledge and hence, these solutions can be put to
use for improving end-user experience. This means that analysts and end-users
will be able to get answers for their IT questions, can get the appropriate
training, and very importantly, can have tips, suggestions, and tricks they
require.
To summarize, AI technology helps ITSM
solutions learn and also access infinite amounts of information and data from
its knowledge base and database. ITSM will start learning by studying the
patterns that are prevalent in organizations. This will help the ITSM systems
solve issues more efficiently. Since these ITSM solutions will be better
equipped with more knowledge, more accurate answers to queries and questions
will be available. Of course, till integration of AI with ITSM is perfected,
the need for human inputs for getting knowledge solutions will continue to
be there.
How can you get ready to derive the fullest benefits of an AI powered ITSM?
1. Practice developing and maintaining a
mindset that is curious to learn new things. This is the real beginning of any
learning process.
2. Research avidly and train your mind
suitably for developing new ideas on a constant basis.
3. While developing new ideas for putting
in place an AI-powered ITSM, you may face hiccups initially. Remember that
every mis-step will help you learn faster. This means that you can gain some
knowledge at every step. Of course, you should be ready to rectify the
deficiencies you find along your way.
4. Be smart while setting your goal and
timeline for having AI-powered ITSM system ready.
5. "Continually build on what you
have built" is the sage advice experts give. This means that you should
always look to better your system so you can constantly keep improving the
experience your end-users may be having. You should not lose sight of the fact
that end-users are starved for providers of the best client experience. So, you
have to act fast for implementing your idea of putting in place an AI-powered
ITSM.
Remember that once you put in place such
an AI-powered system and start using the most appropriate ITSM tools, you can
be certain that you will stand apart from your competition.
To put it in a nutshell, AI is certainly
a disruptive force to reckon with. ITSM systems can be vastly improved if they
are empowered with AI. One of the best ways to expand your knowledge about AI
and how it can be integrated with your ITSM is to interact with thought leaders
in the field and get their guidance.
