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Intelligent Service Management Stops Your IT Operations from Turning into a Circus

05/06/2016 by: The SunView Team

In the not-so-distant past, IT service managers drowned in help desk and service desk tickets: tickets for password resets, tickets for buggy applications, internal tickets, external tickets, tickets about other tickets, and so on and so on. Enterprise IT could open up their own technology-themed carnival with all the tickets in circulation.

But that's the point - with so many requests coming in and not enough hands to address them, IT was simply spinning its Ferris wheels, looping around on roller coaster tracks, trying its hardest to get ahead to the front of the line in terms of ticket influx. Problem is, IT wasn't getting anywhere, especially as users pushed for faster, more comprehensive turnaround on requests. And when IT focuses on simply making ends meet, it isn't really addressing the concerns of the users behind those tickets or keeping operations "in the black," financially speaking.

Well, we're here to tell you the carnival of ITSM is officially under new management. Intelligent service management powered by machine learning will not only give enterprise IT a fresh coat of paint, but deliver a wealth of new attractions sure to delight kids of all ages.

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Self-service resources for helpdesk have been a real treat for adopting businesses - not only do companies offering IT services spend less money per ticket when customers help themselves using whatever resources help desk makes available to them, but self-service mitigates escalated ticketing volumes by cycling out basic low-level incidents with automation. Think of self-service as a "You must be this tall to ride" sign, except for ITSM.

Obviously, the success of help desk self-service depends on effective customer-facing resources. Intelligent service management suites with machine learning enhance these resources by giving customers real-time analysis of popular keywords in the search for a solution. If one customer resolves his or her query, that resolution then becomes a searchable recommendation for any other customers with similar tickets. IT benefits too - no more crossing fingers and hoping the self-service resources are relevant.

7 Reasons Why AI Will Change Everything on the Service Desk - offer

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For the service desk, a similar concept applies, except IT professionals want to preempt ticket creation altogether by steering users toward knowledge base articles that can walk them through a solution before generating a ticket.

When service desk solutions guide users in this way, the costs are negligible: an average of $2 per incident. However, should users not find the right knowledge base articles or not get much use out of the ones they do find, the price for IT service providers jumps to an average $22 per ticket to remedy the situation. Plus, an IT service technician needs to handle the matter manually, preoccupying on-site IT staff in the process.

Machine learning strengthens ITSM's automated capabilities, the ones programmed to match users with the exact knowledge base articles they'll need to avoid creating unnecessary service tickets for IT to manage and the service provider to pay considerably for.

When you get right down to it, customers and users want positive - dare we say "entertaining"? - experiences from the help desk and service desk solutions they utilize everyday. IT professionals and service providers want the same thing from the ITSM suites they invest their money in and stake the efficiency of their operations on. To that end, intelligent service management is guaranteed to put a smile on everyone's faces.

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