Three ways artificial intelligence will change IT service management

In the quest for smarter and faster services, IT departments have been at the forefront of deploying new methods and processes to improve internal service delivery. In the coming year, artificial intelligence (AI) will begin to drive new breakthroughs in service management, bringing unprecedented efficiencies to IT departments and organizations.

By moving service management to the cloud, IT teams have shifted from primarily dealing with business disruptions to building a comprehensive service catalog that helps employees get their jobs done faster and more efficiently. Now, the next round of disruptive technologies is driven by artificial intelligence, thanks to the unprecedented data insights provided by cloud services. New AI capabilities can provide a self-analyzing service desk that analyzes incoming data and matches it with the appropriate solutions.

Simply helping people get their jobs done is at the core of service management. As organizations automate more services using service management tools, they also generate more data. As a result, analyzing data to improve service delivery is becoming increasingly difficult. The biggest productivity advances in the future will be solutions that use technologies such as artificial intelligence (AI) and machine learning (ML) to leverage data to provide smarter, more efficient services.

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To significantly improve the delivery of internal services, AI will transform enterprises in three key ways:

First, AI will power self-resolving service platforms. Thanks to machine learning capabilities that constantly track user behavior and make intelligent recommendations, service management solutions will be able to offer self-service options, reducing the number of tickets entered into the service desk. Employees prefer to find quick solutions to simple issues that they can solve on their own, such as setting up a voicemail or resetting a password. However, if they can't find the answer quickly on their own, they will take steps to get outside help. By analyzing and comparing texts from tickets to resource pools, AI capabilities can quickly and accurately route end users to the right solution to resolve their issues, which ultimately empowers users and gives them a better experience through improved self-service.

Second, AI will help service desk teams provide a better service experience through predictive capabilities. Most tickets submitted to the service desk are issues that IT has handled before, such as how to update the operating system on a mobile device. Using AI, service management solutions will be able to analyze trouble tickets as they come into the system, look for commonalities with other tickets, and compare them to previously resolved or closed tickets, providing IT administrators with a clear path to quick resolution.

This predictive capability also extends to comparing tickets to open tickets, allowing IT to see potential trends that could have a larger impact on the organization. For example, if multiple employees report problems logging into their email, the AI ​​system can view these requests as larger issues that may need to be escalated to senior IT management for handling.

Third, AI promises to reduce costs and allow IT teams to work smarter and more strategically. In the near future, machine learning capabilities will continuously track user behavior and make intelligent recommendations, while chatbots and voice-based assistants will handle initial support. As service management solutions become more autonomous, enterprises that adopt human agents will save time and focus on more strategic tasks, providing consistent, high-quality services.

AI-driven service desks also offer additional efficiency gains, as common tickets are grouped together and identified as possible trends, helping IT administrators more quickly identify when an issue needs to be escalated. Likewise, understanding past commonalities and future patterns will enable IT departments to identify and create alerts when service-level agreements are about to be missed.

New service management AI capabilities are rolling out, and both business employees and IT managers will be able to enjoy a smarter, faster IT service desk. Some may talk about driverless cars and future drones, but when it comes to IT service management, AI is improving the way people work - right here, right now.