COVID-19 lockdown extensions are more challenging for the IT service management (ITSM) teams and their managers. Many employees are experiencing remote workload for the first time. Indeed, it is difficult for the ITSM teams to address regular queries or concerns posted by thousands of employees daily. In this article at Forbes, Louis Columbus suggests embracing an AI-based ITSM system to reduce the workload of service agents.
While forming an ITSM team, many organizations overlook staff training that helps to manage future uncertainties. The ongoing crisis is a lesson for them to strategize ways to back remote workforce. So, observe the state of IT operations and ITSM across the industry and make modifications to your team’s schedule. Introduce AI and machine learning techniques to reduce human effort and maintain quality work. Offer internal certification to upgrade the AI algorithm of the group.
Rethink to Reinforce
AI helps the IT service management teams to identify bottlenecks and address the IT requests. With the help of algorithms, the units can interpret IT requests in terms of boosting the technical capabilities of remote staff.
Moreover, an AI-based modern ITSM will turn compelling enough to reduce IT service errors without increasing your costs. Thus, you can witness a rise in user satisfaction, incident response time, and speed.
The IT agents can shift their focus towards other challenging tasks once AI handles their mundane tasks. It is the perfect time for organizations to redesign their ITSM units and support not only one or two employees but also a whole team by using virtual tools.
With an integrated AI system in place, your IT unit can focus on monitoring complex business services or applications. It would prove beneficial in prioritizing the existing resources.
Click on the following link to read the original article: https://www.forbes.com/sites/louiscolumbus/2020/04/24/how-ai-can-improve-it-service-management-in-a-pandemic/#1dc86dd4425a