Replacing Traditional ITSM with AI-Powered Service Desk

By Turabit AI Assistant Post April 5, 2022 0 Comments

When it comes to advanced technologies that are disrupting life and living all over the globe, AI or Artificial Intelligence certainly tops the chart. The fascinating aspect of this technology is that it isn’t just limited to a service extended to customers but has slowly interwoven into routine business operations. CIOs invest in AI-powered tools and platforms to improve their performance and infrastructure up-gradation. The technology finds vast utilization in different tasks, ranging from task allocation, workforce automation, and customer interaction.

Now, let’s look at the numbers: According to Gartner, the deployment of AI-based solutions has increased from 10% to 37% in four years. This number has reached triple number in just one year. These figures are a huge boost, further convincing thought leaders to integrate AI tools in their line of business operations. Eventually, it leads to integrating AI-powered chatbots in ITSM, making it human-centric.

But what exactly is ITSM, and is your organization has ITSM? Before going ahead with AI in ITSM, let’s answer these vital questions.

Introducing ITSM or IT System Management.

A specific domain with the target of streamlining all IT processes, and improving transparency, while deploying advanced functionalities, ITSM concentrates on enhancing the complete, end-to-end customer experience. According to a survey by 491, around 90% of enterprises have deployed ITSM in one form. If an ITSM gives an enterprise the capability to standardize workflows and efficient IT services management, what’s the need for an advanced platform? What is the lack of augmenting an ITSM with AI?

Challenges with Traditional ITSM

Task Repetition: Among many challenges which ITSM professionals face, answering and providing resolution to the same problem, again and again, is the biggest. The simple fact that around 90% of the ITSM operations are rote in nature, the staff’s working revolves around the same questions and processes, which decreases their growth and productivity.

Delay in Responses: Another common challenge in the ITSM vertical is delayed response and longer waiting time. Although approximately 70-80% of the service call and requests males are for the usual 20% of most common IT problems, the ITSM cell fails to address customer issues on time.

Lack of A Dedicated System: The key reason behind longer waiting time is the endless calls that IT executives need to deal with. In the lack of a proper process, these executives spend more time juggling between calls rather than addressing the main issue and finding a solution. Besides, the whole infrastructure becomes deranged without any dedicated system.

Careful Tracking of User Assets: Usually, ITSM executives face issues are related to equipment or product. To fix it, they need appropriate information about the guide. Without any track of such data is a significant disadvantage as recurrence of the same problem would require the executive to repeat the entire process of locating the information. Had there been a process to gather, analyze, and automatically guide the end-user, the response time would have drastically reduced.

Why AI in ITSM?

With all these challenges, it is the time when IT leaders start focusing on the reconfiguration of the service management strategies. There requires a road map that has the best practices of ITSM as the foundation and is flexible enough to meet the changing industry trends. The introduction of automation is the only way to improve ITSM. In other words, integrating artificial intelligence will cover all loopholes of the traditional ITSM.

Reduction in the Number of Raised Tickets: The deployment of an AI solution would automatically resolve the routine queries and questions without any intervention of a live agent. This reduces the number of queries requiring lives agents, thus improving the IT service desk’s productivity.

Enhanced Employee Productivity: With most rote tasks getting automated, ITSM staff can now focus on more productive tasks. For example, an AI automation self-help guide can resolve the primary issues, leading ITSM executives to spend their time on more complex issues.

Better Response Time: Implementing AI chatbots for the primary problems shifts the entire ticket-resolution task to a different level while improving the overall response time. Moreover, AI tools can quickly track down similar past issues and their resolution process, leading to better response time.

Improved Analytics and Reporting: By automating ITSM, the real-time and historical service requests can be analyzed, and create reports that are useful to improve the overall working of the ITSM department. It isn’t just limited to the service desk but also involves finding historical data and storing it for future pattern analysis.

Ease of Deflection for Complex Issues: It doesn’t matter what the issue is; AI tools are developed to extend their services. In other words, if the bot is unable to fix a specific issue, the complaint is further sent to the live agent. The bot ensures that all details are fetched, categorized, and routed to the required person.

According to a report by Business Insider, 80% of businesses have readily deployed chatbots for their business operations. This showcases that industry leaders are well aware of the technology and its benefits and are making all efforts to get their business operations in sync with these technologies. Talking about ITSM, leveraging AI technology can help enterprises provide unparalleled customer service while caring for employee creativity. For organizations that are yet to adopt AI, it is high time to start acting as competition is savage, and one needs to boost up the game.

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