AI in ITSM: 5 Angles to Consider

2 min read
09-Jul-2020 14:00:00


Research from Microsoft shows that over half (56%) of organizations are doing something with AI, yet only 24% of business leaders say they have a defined AI strategy. Most organizations are still in "discovery phase", experimenting on a small scale to get a feel for what's possible and which benefits are within easy reach.

The output from many of these pilot experiments may be wasted, as they don't align with the needs of the organizationalthough some of the acquired AI knowledge and skills may be useful in the long term.

ITSM leaders and professionals should be cautious about getting distracted by the latest technologyand take a strategic approach to ensure time and budget are directed towards where AI-driven ITSM technology can deliver the best outcomes for IT and IT customers.

Read on to discover the five perspectives you need to consider...

1. Internal

You want AI projects to deliver the most benefit to your organizations, so identify and prioritize business needs and use this as your guide. If you don't anchor your AI initiatives to business needs, the appeal of shiny new technology may draw you into vanity projects. If they don't deliver ROI to the business, you may find it difficult getting budget for further AI projects. Remember the ITIL 4 principle of Focus on Value

2. External

Don't reinvent the wheel. Look at what other people are doing and where they are finding success (or discovering pitfalls that you can avoid). Talk to peers in other organizations to find out what has worked and not worked for them. Some successes may be easily transferable from other industries. However, you may need to adapt other ideas to fit your specific context.

3. Technologies

Unless you are a very large organization with very unique, cutting-edge requirements, and strong in-house AI and development skills, don't try to build your own AI tools. Look at the market. Organizations like Microsoft have mature AI offerings which can be implemented quickly for use cases such as Service Desk Chatbots.

4. Suppliers

See what's available from your current ITSM technology suppliers. Talk to their solutions consultants to get valuable (and free) expertise. They will be able to tell you what they can offer and connect you with other customers. Lean on your suppliers to get a better understanding and help you plot out a clear ITSM AI roadmap.

5. Innovation

Aim for more than simply replacing existing manual processes with AI-driven automation. Look for opportunities where AI can deliver new benefits and IT customer experiences. For example, an intelligent agent assistant can augment human service desk capabilities in real-time, and a service desk chatbot integrated into your enterprise collaboration platform can help users where they are

If you consider these perspectives, your ITSM organization will be able to quickly deploy on-point AI solutions to solve real IT and business challenges.


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