Supersize your ITSM: 9 ways AI can bolster IT service management

The tedious task of inculcating the sense of understanding, reasoning, and problem-solving in a machine is no more a dream. A machine can now work miraculously to achieve various goals without any human intervention. Technologies such as natural language processing (NLP), machine learning (ML), and virtual agents are all used in artificial intelligence. Saving your precious time and preventing errors is the main aim of IT service management (ITSM), paving the way to customer satisfaction.

ITSM comprises of all the activities involved in the creation, delivery, support, and management of lifecycle of IT services. ITSM is what makes a company’s IT strong. It provides a mixture of people, processes, and technology to create value through technology. Here are the nine ways in which AI can bolster ITSM:

Era of automation


Are you thinking less and working more? Now it’s time to bring in automation to the game. A machine can complete any task at a much faster rate as compared to humans, and with minimum errors. This would not make Del Spooner too happy from “I, Robot,” but, oh well — there are other things to focus on.

ITSM, for instance, and moreover, involves people entering requests manually in the self-service portal, which is time-consuming. AI-powered ITSM tools can automatically collect the data to identify tickets without any human assistance. Therefore, AI in ITSM facilitates human brains so more work is done to increase productivity, rather than wasting energy on manual labor.

Incoming request resolution

Service desk team experts work on individual tickets manually. Segregating different tickets and further analyzing various issues becomes tiring and frustrating at times. AI can simplify the process by providing end users with quick solutions.

It can also accelerate resolution by comparing current tickets with past ones and keeping service desk one step ahead by generating smart tickets. The incoming request could be on call also. There are usually a lot of calls on the agent’s desk which can be routed intelligently by the use of AI.

Saving your precious time

Time is money, and saving time is of utmost importance. Using AI any major outage or any low-tier/first level can be predicted easily.

The solution is either applied or suggested with an increasingly high level of success in a very less interval of time. AI categorizes various problems at the service desk boosting instant solution retrieval. It also provides the end-users with proactive and better problem resolution.

Driving precision and accuracy

Accuracy is the need of the hour. Any data without accuracy is useless. Any such data, if circulated, can cause blunders in a project. Sometimes, the sheer volume of data can become the cause of errors resulting because of difficulty in handling the volume.

Working on data manually, in such cases, may lead to human error. AI helps to process large amounts of data accurately in not that much amount of time. The system learns from past experiences and thus prevents errors. If only the vain Gabrielle Solis or the annoying Susan Mayer (from “Desperate Housewives” — only worth watching if you have the time and on some random website) could do that!

Prevent false results

New service desk employees faced with a lot of data are at maximum risk of making mistakes. Since they are not aware of the processes deeply, work quality could suffer. The cost of mistake will be paid by end users.

AI-powered ITSM tools are designed with the capability to detect issues, provide proper guidance to the end user in a better and proactive manner. AI rates the suggestions to make way for more refined search to user towards the right path.

Avoiding repetition of incidents

AI powered ITSM

Sometimes the service team encounters outages. The sooner it gets resolved the faster the operations would resume. AI-powered ITSM takes things a step ahead. These tools perform predictive maintenance to detect possible issues prior to the incidence.

Based on this, prevent your machines from sudden disruptions and enjoy hassle free work. Machine learning models are trained to detect unusual behavior that occurs across different systems. These packets are then blocked to prevent repetition. This approach also bolsters the security of systems.

Bundle of knowledge

No matter how experienced a service desk agent is, there is always scope for more learning. Machine language provides a set of solutions that help the service agent learn from the trusted knowledge databases.

These bundles of data can be utilized by both employees and data analysts as and when needed. This data can also be categorized by AI historically to prevent unnecessary emails from popping up. This set of knowledge provided by AI enables agents to determine the right solutions in the least possible time.


One of the most paramount resources of any company is its data. Advances in cybercrime mean that losses and usurpation of data have increased abruptly. A risk to the security of any data can be disastrous for any organization.


AI and Machine Learning can monitor human behavior and system processes, and also detect errors and alerts. Robust and multilayered AI defense can elucidate important issues and help prioritize issues to be addressed by the security team.

AI helps to struggle through the chaos of thousands of daily alerts, substantially reducing response time. AI collects insights on threats, harmful files, dubious IP addresses, and responds to them faster.


Cost of staffing is a major chunk of the total IT costs of an organization. The operating cost sometimes becomes a hindrance to the growth of the IT function. In order to boost profits over time, a reduction in cost is of the utmost importance. AI reduces the need to outsource work, hence costs are reduced significantly.

In-house handling of the tasks subsequently enhances security and scalability. The use of AI has been estimated to reduce business costs by 25 percent to 40 percent and increase saving up to 55 percent in just six months. Thus, adoption of AI in ITSM has a lasting impact on business.

Move along faster with ITSM

Therefore, the three pillars of AI — natural language, machine language, and virtual agents — improve accuracy and enable the delivery of a consistent and speedy resolution to the end users.

Becoming the backbone of modern organizations, AI-powered ITSM makes employees more productive and processes more robust. Develop your organization faster with the use of AI in ITSM.

Featured image: Pixabay

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