As Artificial Intelligence (AI) is increasingly transforming business processes, many organizations are considering the opportunity to leverage it to improve existing and future IT Service Management (ITSM) practices.
It’s not merely a question of automating routine help desk tasks. The implementation of advanced algorithms and experience-based machine learning techniques can significantly enhance the end-user experience without losing control over service efficiency and costs.
ITSM is being disrupted by cognitive automation technologies like AI: by embedding cognitive capabilities into every layer of service management, IT managers can shift from a reactive to a proactive and predictive approach, thus designing and delivering a superior experience to employees, partners and customers.
Let’s consider the possibility to introduce a chatbot to recognize basic queries and solve them without involving a human operator. That’s a straightforward implementation of AI, but it does imply some technical complexity to classify tickets, thus deflect or address issues accurately. According to many AI pioneers, this kind of project is the ideal icebreaker to explore AI potentiality and how it fits into existing ITSM processes and workflows. As often recommended, a small pilot project is to be preferred to large one-shot implementations.
Coming to more complex occurrences, AI might prove to be beneficial in multi-cloud or hybrid environments. Interesting tools are nowadays available to auto-discover and monitor IT assets not only on-premises but also stored in multiple clouds, enabling smarter management of relevant IT events. This leads to increased IT service availability and performance and grants a more reliable and practical support to business users.
Lots of companies are moving towards a multi-cloud or hybrid cloud strategy, as it allows them to take advantage of different services at one time, without being locked to a single o a few vendors. The power of AI is such that it can seamlessly bring deep learning to the volume and heterogeneity of data across multiple on-premises and multi-cloud sources, learn the behaviour of the infrastructure and dynamically optimize applications and services.
The ultimate goal is to inject cognitive automation into the IT service delivery process to increase speed and quality of response while minimizing risks and required effort. AI offers CIOs the opportunity to manage increasingly complex multi-cloud and hybrid cloud environments better, and improve ITSM by evolving to predictive and even preventive service models.