AI and ITIL: Continuous Improvement

09/20/2018 by: The SunView Team

Computer keyboard with the enter key labeled as support.

One of the things that ITIL aims to deliver is continuous improvement of IT processes. While that’s a noble goal, how do you achieve it? Actually, continuous improvement is possible, when you utilize the right technology. 

AI enables ITIL to meet that goal. It is constantly learning, so it can answer users’ help desk questions faster. Read on to learn how an AI-enabled ITSM solution never rests on its laurels for greater efficiency and higher levels of customer satisfaction. 

What Does “Continuous Improvement” Mean?

Every so often, the principles of ITIL are updated. In 2011, the Continuous Service Improvement (CSI) process was added. Its objective is to learn from past successes and failures so that the efficiency and effectiveness of IT services and processes can be continually improved. 

There are four main processes that are part of CSI: service review, process evaluation, defining CSI initiatives, and monitoring them. “Service review” refers to reviewing business and infrastructure services to determine how to improve them. Similarly, “process evaluation” relates to assessing processes and figuring out how they could be made better. 

“At 64% of organizations with mature IT departments, goals are oriented towards business outcomes”

Defining CSI objectives, as the name implies, involves creating initiatives that will improve services and processes based on the results of the aforementioned evaluation. The final process is monitoring whether those objectives have been achieved or not.

Enterprise Service Management, the Next Generation of ITSM.

Where Does AI Come In? 

Now that we have a definition of what continuous improvement means as it relates to ITIL, let’s explore what role AI plays in helping organizations achieve that aim. 

AI allows machines to do more than just perform a single repetitive task. They can actually draw conclusions about what to do in situations based on previous experiences, much as a human would.

80% of executives believe AI boosts productivity”

The field of AI has a number of branches, one of which is machine learning. Machine learning refers to the concept of a machine learning information without human supervision. It takes in data and can draw inferences from that information to make decisions about what to do in the future.

What does machine learning have to do with ITIL? We’ll illustrate with an example from the help desk. An AI-enabled ITSM solution will look at previous help desk tickets to determine what it should do with a newly submitted request. 

53% of CIOs said machine learning is a focus of their digitization efforts”

Machine learning enables AI to deliver continuous improvement because it is always taking in new information to make better decisions. It does so without human intervention, making it more efficient. Because AI can come to better conclusions on its own, there’s a greater likelihood end-users will get the answer they need and be more satisfied. 

Continuous improvement of your IT processes isn’t a pipe dream. AI allows you to fulfill ITIL goals efficiently while satisfying end-users. To learn more about how AI can bolster ITIL processes, read the ebook, 7 Reasons Why AI Will Change Everything on Your Service Desk.

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