TSM and AI: What are the implications for TSM and AI? AI is transforming IT Service Management

Many companies are recognizing the benefits of digital transformation in order to improve their efficiency and adaptability to new business requirements.

Trends in Service Management Technology and AI

According to Forrester's 2019 predictions, AI and RPA are working together to create the cognitive enterprise. AI is often used to describe processes like RPA. However, the real value of AI is in machine- or deep learning. RPA refers to automated workflows that simulate human interaction.

IOT connects the world around us to the web and is posing new challenges to companies in terms of logistics and security. Multi-cloud technology is enabling companies to overcome the limitations of single vendors, expanding their efficiency and flexibility. Nowadays, human-driven ITSM efforts are bottlenecking expansion in light of these trends which is forcing the transition to an intelligent enterprise.

From IT Service Management to Cognitive Service Management with AI

CSM (cognitive service management) can solve many ITSM problems faced by growing companies. The traditional aitsm levels of L0/L1/L2 are changing with the help of virtual agents and chatbots which transform costly and inefficient manual processes into efficient reliable, precise, and efficient cognitive processes with the help of AI, machine learning (machine learning) and RPA.

The journey to the Cognitive Enterprise

Traditional businesses rely on human-driven ITSM to meet the requirements of customers. This method is made more efficient by the exceptional efficiency of each employee, however agents are not as productive because of manual, repetitive tasks.

As companies become more digitally advanced, they are able to recognize the advantages of multi-cloud and multi-device (IoT) and multi-channel strategies. As options for managing service including mobile, web, and social channels are able to be investigated. This is where the digital enterprise operates.

As the latest technologies of the cognitive enterprise are introduced and service management is made prescient and proactive, employing AI in virtual agents and chatbots to automate management tasks. Human agents can become more efficient and participate with a greater variety of applications.

How AI simplifies the life of an Service Desk Agent

Today, the success of service management is based on five steps:

The customer phone the customer service department

The L1 agent is the one who creates the ticket.

The ticket agent chooses the appropriate support category

The ticket is routed to right support group.

The ticket is resolved

If everything goes according to plan the customers are satisfied. When a mistake is made in the chain of processes, traditional ITSM could be exposed. If an agent selects the wrong category for the ticket and the incorrect support team receives it, the ticket is returned to the agent for reassignment. This can result in lower productivity and dissatisfied customers.

A typical day for a IT Service Desk will soon appear very different. Virtual agents and chatbots handle the creation of tickets and initial contact, and the appropriate agents are automatically classified. Furthermore cognitive service desk provides suggestions, suggestions and even assignments. This leads to happy customers and significantly quicker resolution of tickets.

The 4 Cs to ensure your AI enterprise is future-ready

These letters will help you build a future-ready company.

Cloud is a cloud that supports XaaS.

Containers address the issue of running software with reliability within multi-environment applications. BMC Helix lets you run on any cloud (AWS, Azure, BMC).

Cognitive is the integration of cognitive capabilities in traditional ITSM.

Channels allow you to choose your communication experience: Slack SMS, Web, and SMS, among others.