The field of IT service management is rapidly making progress day-by-day. You may have seen several malls, shopping complexes, and restaurants do everything it takes to improve the service experience for customers. This makes the people come back to the business again. The IT service management industry is no different from other industries. With the power of AI in technology, enterprises can deliver exceptional services to customers.
What is AI in service management?
AI in service management (AISM) refers to the application of AI in technology in the field of IT service management. AI-powered IT service management helps to overcome the challenges of traditional IT service management.
Some of the common situation that IT service and IT support technicians come across include:
- Apps requiring updates
- Server crashing issues
- People forgetting their passwords
The above situations can be easily handled by the IT service professionals in less time if they are predicted early. AI in technology makes proactive understanding of these problems a reality.
What does AI in service management focus on?
The implementation of AI in technology focuses on the following key aspects of IT service management:
- Improving the customer experience
- Proactive prevention of breakdowns
- Less downtime
- Faster resolutions and restoration
- Quick innovation
How does AI in technology work in IT service management?
- An application designed using artificial intelligence and machine learning can offer valuable insights to IT service companies from analysing large volumes of data, which otherwise would be useless.
- AI in technology helps IT service management companies to offer fast, scalable, and robust AI-powered solutions.
- By implementing various AI technologies, IT service teams can understand a problem before it happens, and proactively resolve it.
Significance of AI in service management
- Digital transformation is not a novel concept any more.
- In today’s fast-paced and tech-savvy world, enterprises need to embrace digital transformation.
- When we talk about AI in the IT industry, 62 percent of enterprises have already started implementing or considering the same in their IT service management strategy.
- The big question that arises is how can AI in technology become a part of IT service management?
Use cases of AI in IT service management
There are a number of use cases for AI in technology in IT service management that are presently being implemented. Some of them include:
Natural Language Processing (NLP)
- AI in technology can be useful for both the users and IT service employees.
- With the help of AI in technology, IT support staff can more precisely understand requests, frequent issues and complaints from users and solve the same directly.
- The use of NLP in IT service management helps in clustering and categorization of data to automate the assignment of a problem to an IT service professional for better and efficient management of issues.
- With the power of NLP, it is possible for IT and data management companies to give proper structuring to data generated by humans.
Chatbots
- The use of chatbots is one of the most popular applications of AI in service management.
- More than 50 percent of companies are already using chatbots in their IT department.
- The use of chatbots acts as a self-service option for IT customers to resolve their queries and concerns without approaching a human agent.
- Only the IT tickets that require escalation to human agents have to be handled by the IT support executives.
- Implementation of chatbots in the IT industry helps save valuable time for both the customers and IT support teams as well.
Robotic Process Automation (RPA)
- AI-powered software robots are helping the IT service management companies.
- Software bots can mimic human activities and help in performing repetitive and time-consuming tasks.
- In the present IT service management companies, nearly 75 percent of resources are used for performing monotonous operational activities.
- With the use of AI in technology, these operational activities can be automated, making the IT service delivery faster, cheaper, and more efficient.
The use of various AI technologies can make valuable insights easily accessible by aggregating all the data at a single place. AI in technology can serve as a catalyst to bring about digital transformation in an IT service management organization to identify any tech-related problems proactively and resolve them immediately.
