In response to the rapidly advancing computing environment, organisations are fast adopting modern IT service management (ITSM) platforms. These tools organise and optimise IT service delivery into one unified space, and, when integrated with AI, can automate most services, leading to improved efficiency.
According to a Gartner report, by 2023, 40% of organisations are expected to have adopted AI to enhance ITSM processes and improve operational efficiency. TechRadar, in a recent post, highlights the potential of AI to transform ITSM.
Routine ITSM tasks such as ticket categorisation, prioritisation, and resolution can be automated with AI-powered tools. Streamlining these processes helps IT teams concentrate on achieving their business goals, which are delivering optimal service and adhering to service-level agreements. Gartner predicts AI will play a key role in driving task automation in ITSM, with 80% of its processes to be automated by 2025.
Implementing AI and automation in ITSM workflows can result in a 15-30% improvement in efficiency, as reported in research conducted by Forrester. Enabling task automation and resource allocation with AI-driven service management tools can reduce operational costs. According to research by Accenture, AI adoption in ITSM can lead to cost savings of up to 20%.
The article notes AI-powered chatbots’ capability to offer real-time, round-the-clock user support in transforming ITSM. By addressing massive volumes of requests simultaneously, AI chatbots help reduce response time, thus augmenting customer satisfaction. Leveraging these chatbots can significantly alleviate the workload of IT helpdesks, enabling personnel to tackle more complex issues that require human expertise. Gartner predicts AI to be a mainstream customer experience investment in the next few years. While 47% of organisations are expected to use chatbots for customer care, 40% will deploy virtual assistants.
In addition, AI can use historical data to make predictions in ITSM. This helps IT agents make better decisions by identifying anomalies, trends, and patterns in service delivery. With in-depth insights into service performance, IT teams optimise processes, enhance the end-user experience, and drive continuous improvement. Research shows that using predictive analytics in ITSM can lead to a 60% reduction in incidents and a 45% improvement in the mean time to resolution.
AI enables cross-departmental opportunities within an organisation by providing each team with its own service catalogue, service portal, and ticket management system. This concept, known as Enterprise Service Management (ESM), facilitates cross-departmental collaboration across HR, legal, sales, marketing, and other teams, ultimately, boosting efficiency and productivity.
These benefits have resulted in more than 62% of enterprises planning to implement or already implementing AI into their ITSM strategy. That has led to the demand for high-end AI-equipped ITSM tools such as Jira Service Management.
However, implementing an ITSM tool is a complex task that includes system migration, custom integration, and knowledge of best practices. To enable successful system implementation, leveraging a high-quality MSP that provides ITSM licensing and consultancy services such as Automation Consultants is a sensible decision. A high-end consulting service helps enterprises implement effective ITSM practices for enhanced productivity and efficiency.
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