AI and ITSM: Resolving Problems, Faster

05/02/2018 by: Jaime Spector

AI and ITSM

How long does it take for the average help desk ticket to be dealt with at your organization? Many users feel it’s too long – their requests wait in queue for days, if not longer, while overworked help desk staff attempt to cut through the backlog. What if there was a way to make the process faster?

The combination of AI and ITSM enables service desks to solve problems faster. AI and ITSM provide self-service options as well as chatbots to help users find answers quickly so companies can keep moving at the speed of business. 

How Does AI Work with ITSM Solutions?

In order to understand how AI and service desk management solutions reduce incident resolution times, it’s important to understand how AI combines with ITSM solutions. 

Let’s take a look at an average service desk workflow that isn’t AI-enabled. It goes something like this: the service desk employee answers a phone call or opens an email, and the user explains what the problem is. Based on the information given, the service desk employee has to decide how urgent the problem actually is and how best to fix it given his or her general and contextual knowledge. 

“If a similar incident comes up and someone else deals with it, he or she must start from scratch”

There’s an issue with this approach: the knowledge the service desk employee gains from this incident usually isn’t recorded anywhere, so if a similar incident comes up later on and a different service desk employee deals with it, he or she must start from scratch. 

In contrast, here’s how an AI-enabled ITSM solution works: the software analyzes previous service desk incidents and their resolutions so that it can learn what to do in analogous situations. When a ticket comes up that seems close to what has happened before, the AI-enabled service desk management solution can suggest a fix for the problem through either a chatbot or a self-service knowledge base.

 

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AI and ITSM: Speeding up Incident Resolution Times

How does the combination of AI and ITSM solutions speed up incident resolution times? It helps users get the answers they need faster.

We’ll take a look at an average service desk workflow that is AI-enabled. A user either goes into the self-service portal or opens a conversation with a chatbot. They type in a brief description of the problem, then the AI-enabled ITSM will search in its database for similar incidents and suggest fixes (either through the chatbot or the knowledge base library). 

“Users can get the answers they need quickly, without sacrificing time or productivity”

This whole process can take just minutes, as opposed to a manual help desk workflow. Users can get the answers they need quickly, without sacrificing time or productivity. 

Your service desk workflow doesn’t have to be slow and inefficient. With AI-enabled ITSM solutions, your users can get back up and running quickly – they don’t have to wait for days or longer for a resolution to their problems. To learn more, read the ebook 7 Reasons Why AI Will Change Everything on Your Service Desk.

| AI for ITSM