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.
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
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 Swish.ai, our AI-powered ITSM solution that can deliver all these outcomes and more.
Till next time then…