Mastek Blog

Unlocking AI’s Multi-dimensional Might for ITSM

11-Apr-2024 05:47:06 / by Anuradha Mhatre

Anuradha Mhatre


Here is an irrefutable truth. If IT service management (ITSM) is critical for business operations, artificial intelligence (AI)-led ITSM is even more so in today’s digital-first business landscape.  


Imagine the empowerment that IT leaders can experience with access to AI (and generative AI too), automation, machine learning (ML), chatbots, and more. Imagine the effortless operational excellence they can create with advanced intelligence and AI technology to enhance customer experience, without drowning in data noise or any delays and guesswork. 

AI-driven ITSM — a win-all for all stakeholders 

Let’s look at the diverse stakeholders and their needs when it comes to ITSM. The CIO’s imperative is to seamlessly drive efficient digital workplace transformation. The ITSM leader looks to enhance CSAT scores and improve user experience. The global service desk leaders’ goal is to unlock additional capacity within their teams. The incident managers must align their operational tools to meet the goals, while the problem manager must be able to autonomously manage emerging problems and address before they escalate. Supporting everyone is the analyst whose goal is to accelerate the time to actionable insights.   

That is a huge list of simultaneous asks. The key question that arises is this — what can make it a win-all situation?  

Enter AI-driven ITSM. This unleashes the power of advanced intelligence and AI technology to provide unparalleled visibility and control over the entire ITSM ecosystem. The business outcomes it delivers are just what organizations look to achieve, including 

  • 1. Enhancement of Managed Services with AI capabilities. 
  • 2. Significant cost-saving with a ‘shift-left’ approach 
  • 3. Viewing of data through an AI lens to unlock informed decision-making that was previously inaccessible  
  • 4. Automation, Self-Service and operational simplicity  
  • 5. Auto-remediation in few cases  

Outperformance unlimited 

Proactive detection of anomalies, vulnerabilities and malware traffic; analysis of historical data and root causes.; proactive remediation and distinct reduction in the mean time to resolution (MTTR); and finally, the all-important benefit of slashing of operational costs and downtime — the list of advantages that AI-driven ITSM can deliver reads like a dream come true for IT leadership. 

I can assure you that this transformative vision need not remain a dream at all. In my next post, I will introduce you to, our AI-powered ITSM solution that can deliver all these outcomes and more.  

Till next time then… 


Topics: Digital Transformation, AI, IT service management (ITSM), ML

Anuradha Mhatre

Written by Anuradha Mhatre

Anuradha is a seasoned Business Leader with over a quarter-century of industry experience, recognized for her prowess in achieving impactful outcomes. Specializing in Managed Services, she is esteemed for her innovative approaches and strategic endeavors that elevate operational efficiency, drive growth and profitability. Anuradha excels in delivering continuous value through pervasive automation, self-healing systems, and business accelerators within the realm of Managed Services. As a passionate advocate for customer success and process optimization, she leverages the power of hyperscalers and AI Ops to ensure enhanced observability and seamless orchestration. With her thought leadership and foresightedness, She has successfully implemented optimal target operating models for several prestigious customers enabling them to surpass industry trends, adapt to evolving market demands, and maintain a competitive edge. With a robust track record in executing enterprise-wide, large-scale transformation programs, transitions, and development projects, Anuradha possesses a profound understanding of global delivery dynamics, engagement models, and contractual frameworks. Driven by a relentless passion for driving customer success, Anuradha remains at the forefront of today's technological and digital trends. Her insights enable her to adeptly navigate global markets across both public and private sectors, ensuring unparalleled value creation.

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