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At Provance, we go out of our way to bring you great service. That’s in our digital DNA. Your IT success is our success.
Most blogs on artificial intelligence (AI) in IT service management (ITSM) focus on the technology itself, such as the various AI “flavors,” AI algorithms and Large Language Models (LLMs), AI platforms, and APIs. However, to truly understand AI’s impact on the status quo of IT operations, IT professionals must look at AI adoption through a process and practice lens.
This blog explores how AI reshapes core ITSM processes, using incident management, service request management, and problem management as examples. Taking you from the available technology to better understand its impact on how you and your colleagues work.
Most of us know the many issues or challenges IT organizations face with traditional incident management capabilities. For example, greater IT support needs (thanks to increased corporate technology use and reliance), high volumes of repetitive incidents, long wait times, underused IT service portals, reactivity rather than proactivity, or first-contact resolution rates that don’t reflect the low business perceptions of IT support.
There are many possible root causes that will differ slightly between organizations. For example, the over-reliance on manual effort (which is slow, costly, and error-prone), ineffective knowledge management practices, and misaligned performance measures. The good news is that AI-enabled capabilities can help to tackle these root causes.
There are many opportunities to leverage AI-based capabilities in incident management. Some are end-user-facing, while others sit with the service provider. Examples include:
Many of the common service request management issues or challenges mirror those for incident management. For example, long wait times for provisioning, underused service catalogs and IT service portals, and poor personalization. Again, AI-enabled capabilities help to address these challenges and their root causes.
There are many opportunities to leverage AI-based capabilities in service request management. Again, some are end-user-facing, while others sit with the service provider. Examples include:
Unlike with incident management and service request management, the common issues related to problem management might be enough to prevent this important ITSM capability from happening.
Many of the common problem management issues or challenges relate to having insufficient resources and time (and possibly funding) to do problem management justice. This can manifest in various ways, such as difficulties identifying patterns across incidents, slow or ineffective root-cause analysis (RCA), and no time for proactive problem detection.
There are many opportunities to leverage AI-based capabilities in problem management. These commonly reduce the human effort required for problem management and increase proactive problem management capabilities. Examples include:
While the above examples show how AI capabilities will improve core ITSM capabilities, their adoption will bring about more than process (or practice) change. There will be people-change aspects, too, including increased customer satisfaction. Examples are provided in our blog post, The Skillsets IT Service Desk Agents and Managers Need in the Age of AI. However, a good starting point is considering your staff’s current inclination and ability to work with new AI-based ITSM capabilities. More education and training might be needed to fully benefit from AI capabilities than you previously thought.
To learn more how AI will help your IT operations and outcomes, check out these resources:
Blog Post: The Human Touch in AI Adoption
Blog Post: What’s the Difference Between Automation and AI?
Blog Post: The Skillsets IT Service Desk Agents and Managers Need in the Age of AI
Blog Post: AI Driven ITSM: Pioneering Workload Management for the Future
Blog Post: Microsoft Copilot: The AI and Automation Opportunity for ITSM
Whitepaper: Cloud Lighthouse Crafting Your Future-Ready Enterprise AI Strategy
At Provance, we go out of our way to bring you great service. That’s in our digital DNA. Your IT success is our success.