AI-Enhanced IT Service Management
The goal of IT Service Management (ITSM) is to  align the delivery of IT services with the needs of an enterprise, which includes IT Operations as an overarching term for services administered by an organization’s IT department.  This includes administrative processes for software and hardware [...]
About AI-Enhanced IT Service Management

The goal of IT Service Management (ITSM) is to  align the delivery of IT services with the needs of an enterprise, which includes IT Operations as an overarching term for services administered by an organization’s IT department.  This includes administrative processes for software and hardware support, network administration, device management, user provisioning, and other applications for IT management.  Examples of solutions for ITSM include:

  • Incident and problem management
  • Standard processes and procedures for change management
  • Configuration and inventory/asset management, including application access requests
  • Knowledge management repository documenting common issues / known resolutions
  • Service catalog ensuring tickets are routed to appropriate subject management expert
  • Service level agreement process
  • Managing ticket workflow, occasionally including project management
  • Reports and dashboards indicating key performance and capacity data
  • Network administration
  • Device management
  • Mobile contracting
  • IT Help desks

Artificial Intelligence can augment the capabilities of an IT team  and enable them to accomplish more with similar resources to what they already possess.  AI can enhance the quality of every employee’s experience. Adding Artificial Intelligence to IT Service management solutions helps reduces the burden of low-level administration tasks that would normally lead to delays in resolving problems.  Companies can use AI for predictive analytics can identify large and small problems that drive down user satisfaction.  The use of machine-learning powered analytics provides IT organizations with an  infrastructure to derive insights and make informed decisions. Additional applications of AI to ITSM are explored in the Market Overview document.

Market Intelligence