IT service management (ITSM) has long been considered a cost center, an expensive but essential function that helps keep operations running smoothly. AI is transforming ITSM into a strategic tool that can drive efficiency, innovation and a high-quality user experience.
In a previous post, we covered the basics of AI-driven ITSM. In essence, AI takes automation to the next level, enabling faster issue resolution with minimal human intervention. More importantly, it enables a more proactive approach to ITSM by analyzing data to identify patterns that could point to potential problems or security risks.
AI is already beginning to revolutionize ITSM. In a recent IDC survey, 63 percent of organizations said they’re using AI to automate some ITSM functions. Two-thirds (67 percent) use AI-enabled chat for 24x7 response and resolution, and 54 percent use an AI-enabled technician assistant. Almost a third (32 percent) have fully implemented AI for case resolution. Another 39 percent are using AI to create content for their knowledgebases.
Most organizations have automated some ITSM functions, but traditional automation tools are limited. As a result, many IT teams still perform routine tasks manually and rely on email chains and spreadsheets to track cases.
In the IDC survey, 63 percent of IT leaders reported that their teams spend up to four hours each week performing manual tasks such as replacing equipment, conducting system audits and compliance checks, and migrating data. Twenty percent said their teams spend more than four hours a week on manual tasks.
When IT teams get bogged down in repetitive, manual tasks, organizations are paying a premium for routine work. More significantly, organizations are missing opportunities to apply their skills to initiatives that drive the business forward. Manual processes also cause delays, increase the risk of human error, and create inconsistencies that further hamper service delivery and negatively impact the user experience.
Traditional ITSM tools and processes are often inadequate in today’s enterprise. Growing numbers of users and devices, remote and mobile workstyles, and digital transformation initiatives are pushing existing resources to the limit. IT leaders need to modernize ITSM to better support this new model.
Part of the problem is that ITSM tools aren’t integrated with each other and with other applications such as HR systems. The IDC study found that 80 percent of organizations have some basic integrations, but less than 35 percent have ITSM capabilities fully integrated throughout the enterprise. The lack of integration hinders data flows and results in inaccurate or inconsistent information because data must be entered manually.
AI can help relieve these headaches by creating more intelligent ITSM that can streamline workflows, better enable self-service and resolve many issues independently. It can also guide IT teams through the resolution of more complex problems and provide insights that aid in decision-making. Ultimately, it can save time and money, enhance the user experience, and enable IT teams to focus on innovation.
Despite its clear benefits, AI-driven ITSM can be challenging to implement. Organizations must ensure that sensitive data isn’t exposed or new vulnerabilities introduced. AI-powered tools must be integrated into IT governance and compliance frameworks. Training is needed to ensure that IT teams can use AI-powered tools effectively and develop enough trust to balance AI with human oversight.
Once these obstacles are overcome, the possibilities for AI-driven ITSM are virtually limitless. However, several use cases can provide rapid results. AI can automatically prioritize incidents based on criticality, route tickets to the appropriate individual, and maintain an audit and compliance log. It can analyze past tickets and offer suggestions for problem resolution based on past events. It can also detect anomalies and correlate seemingly unrelated incidents to identify recurring issues.
Technologent’s AI team can help you develop an AI-driven ITSM strategy, identify use cases and implement the right tools. Let us help you modernize your ITSM operations with AI to better support your environment, enhance the user experience and gain strategic advantages.