The role of IT in today's digital era of enterprises has been elevated. As technology pioneers, IT teams are entrusted with managing the employee experience rather than just break-fixes. However, being a cost center, IT teams need to optimize their service delivery means to focus their resources on high-value initiatives. With the advent of AI, IT teams and service providers beyond IT can focus more on their strategic work.
Incorporating AI in service management helps with two daily operational necessities:
A service management strategy involving AI-based tactics helps accelerate decision- making, alleviate trivial work, and reduce costs. With the power of AI, IT and non-IT service departments can focus on activities that require the human factor and understanding.
The constant influx of basic-issue tickets has been a chronic problem for service desks for decades. While the tickets per technician metric is high, the significant issues are left to boil over due to lack oftechnicians' attention. A comprehensive knowledge base can alleviate the workload, but more often than not, service desks find it difficult to train end users to search for knowledge articles. In fact, 40% of IT departments still found user training a challenge in 2022.
Service desk managers must ensure tickets follow processes like categorization, prioritization, and assignment. Static automation rules for assigning technicians, priorities, or categories often fall short, as context matters. Users may struggle to pick templates or judge priority accurately. Managers often resort to manual sorting and assignment when static automation fails, highlighting the need for continuous monitoring to ensure smooth ticket handling.
Technicians often face challenges when resolving tickets, like needing system engineer numbers or adding reminders while handling incidents. These micro-tasks can slow ticket resolution, and forgetting to update notes can lead to SLA breaches. IT managers, meanwhile, face rising costs without added value. To compete in fast markets, businesses must bolster IT staff with AI assistance to handle high workloads and improve productivity, minimizing wasted time and resources.