Maximising the potential of AI in ITSM

Maximising the potential of AI in ITSM 

Integrating Artificial Intelligence (AI) into IT service management (ITSM) boosts efficiency while redefining how services are delivered and managed. As organisations strive to remain competitive, understanding and adopting AI-driven ITSM solutions is essential.  

AI can effectively manage mundane tasks like note-taking, data interrogation, and content generation, allowing employees to dedicate their time and skills to more strategic and valuable activities. 

AI to accelerate response times  

Across an organisation’s IT remit, AI-powered solutions can be used as a starting-off point. AI-powered virtual agents can act as the first line of defence in handling incidents and service requests for end users.  

They can manage calls and chats, including multilingual interaction and notes. They can categorise and prioritise issues, and automatically assign issues to the correct teams. By accessing historical data, they can proactively detect incidents, security threats, and make informed solution recommendations.  

These virtual agents can deliver step-by-step instructions via text, images or video, allowing for end users to take on simple IT support themselves. In effect, they can streamline the IT support process, removing backlogged requests, which leads to enhanced end-user satisfaction, while freeing up  IT support staff to manage critical requests.  

AI to reduce workloads and boost efficiency 

Now that technology powers almost every aspect of an organisation’s operations, IT agents have never been busier. AI can help to ease the increased workloads, assuming low-level tasks that can affect an IT department’s productivity.  

AI can be used to auto-generate and maintain knowledge articles and keywords. It can summarise tickets and highlight key points, make recommendations on solutions and related tickets to be linked, re-categorise tickets where needed, and identify relevant subject matter experts (SMEs) for collaboration and escalation. 

It can perform proactive incident and problem detection, root cause analysis, work around recommendations and auto-healing. It can also take over the process of automated dependency and relationship mapping among configuration items in Configuration Management Database (CMDB). 

With its ability to develop contextual awareness and understand human emotions, AI can also offer response tone adjustments, real-time multilingual translation, and risk assessment for change management. It will also work to established best-practice framework ITIL, ensuring consistency and quality across all service delivery.   

AI to assist IT managers make informed decisions  

As they strive to optimise their department, IT managers face daily decisions with significant consequences. AI has access to massive volumes of relevant data that it can analyse in an instant to create reports, dashboards, provide insights, and support interactive exploration and interrogation of ITSM data.  

Based on this historical data and context, AI can identify tickets that AI virtual agents can handle instead of human agents. It can highlight processes that are prime for automation, identify training opportunities and upgrades.  

It can also be used to enhance vendor management by comparing contractual Service Level Agreements (SLAs) against actual performance and making contextual recommendations to streamline contracts. 

What does the future hold for AI in ITSM? 

With adoption of AI in ITSM, adopting AI to Enterprise Service Management becomes easier. As AI continues to evolve, its role in Service Management will only expand, bringing new levels of efficiency, intelligence, and automation. Organisations that embrace AI-driven ITSM today will be better positioned to deliver seamless, high-quality service experiences in the future. 

The effectiveness of AI in ITSM largely depends on the tools used, the quality of the data, the level of adoption within an organisation, and proper governance.  

If organisations are going to keep pace with the rapid evolution of AI capabilities, it’s vital they do their research and make informed choices of AI-powered ITSM solutions. Because of AI’s wide ranging potential, there are infinite possibilities, but for any AI implementation to be a success, an organisation will require buy-in, investment in training, and a mature continual service improvement process.  

Now is the time to explore and begin the AI ITSM adoption journey. The future of IT service management is here—how is your organisation planning on taking advantage of it?  

If you are considering adopting AI for ITSM, Saros can provide you with expert guidance, built on our years of experience.