How Can AI Help You with ITSM?

The buzz around generative AI in IT Service Management is impossible to ignore. There is no doubt that the advances in AI expected over the next few years will transform the way IT departments deliver their services. But what can generative AI do for you right now? Where are organisations realising the benefit of AI today?

If you are a user

Virtual agents for self-service - AI agents can engage with you in natural language

to understand and handle your issue independently. They can provide the tools and information that you need to troubleshoot and solve problems without needing to contact support. Even better, they can do it 24x7.

Service Catalogue suggestions - Can't find that form that IT want you to submit? AI can provide personalised service suggestions based on your profile and history to help you get your ticket logged correctly.

Formless Ticket Creation - Even better than finding the right form, why not just chat to a virtual agent in Teams or Slack? Answer the questions it asks you and it will log the request for you, without you even needing to touch a form. And if you don't actually need to log a request at all, it can tell you that too.

Emotion AI - AI can understand how you are feeling and tailor responses which are more empathetic and supportive, improving your overall experience.

Multi-Lingual Conversations - Don't speak the same language? Let AI translate for you on the go.

If you are an agent

Automated Ticket Routing - AI can help with the triage process by smartly distributing tickets to the right team based on the information collected from the user.

Ticket Summary Generator - Save time when you pick up a call with AI-generated ticket summaries. These take into account the ticket history and any actions already taken and can even summarise conversations that may have happened in Teams or Slack. They can be tailored to provide the information that management needs while you're working on a major incident, freeing you up to continue to focus on the resolution.

Suggest Similar Incidents - Give you a list of similar incidents to help you resolve issues without needing to reinvent the wheel.

Field Suggester - recommend field values (e.g. category or priority) based on previous similar tickets.

Email Writing Assistant - Generate emails based on ticket details and knowledge articles and write them for you in a professional way.

Desktop Automation - Perform actions directly on user desktops. This includes tasks such as installing software, configuring settings and running diagnostics, all performed automatically by AI.

Automated Resolution of Incidents - Automatically generate workflows to address routine issues without you needing to get involved at all.

Resolution Suggestions - Recommend solutions to issues based on how similar issues were resolved in the past.

Resolution Notes Generator - Automatically generate resolution notes for your ticket based on the history and similar tickets.

Root Cause Detection - Analyse multiple sources of data (such as events and logs) to detect the underlying cause of a problem while it is still occurring.

Initiating Change Suggester - Automatically find the change that caused the incident you are working on.

Knowledge Generator - Generate new knowledge articles using previously-logged tickets and publicly available information. Keep existing knowledge always up to date based on the lates information and trends.

Telephony Integration - AI can handle voice interactions, provide real-time transcriptions, and assist agents during calls. For example, AI can analyze the caller's voice to detect emotions, identify the issue based on the conversation and suggest relevant solutions to the agent.

Email agents - Let AI respond to incoming emails, filtering out spam and providing accurate and timely information to the sender.

Translator - Translate tickets automatically in real time.

Alert Grouping - Group together alerts caused by the same underlying issue to cut through the noise and enable you to get onto resolution more quickly.

Auto Complete - Save time by allowing AI to auto complete sentences for you.

Coaching - Get coaching in real time to improve the calibre of your responses. And afterwards, get an evaluation of the overall effectiveness of your support, helping you target areas for improvement.

If you are a manager

Automated Ticket Escalation - Timely escalation of tickets based on severity and response thresholds

Predictive Incident Management - Analyse multiple data sources in real time to forecast issues before they occur, allowing your team to address problems before they escalate, minimizing downtime and improving service reliability.

Change Impact Analysis - Assess the risk and impact of planned changes based on past data to help inform approval processes. This reduces the risk of disruption and ensures smoother transitions.

Insights - Get real-time visibility of your data through natural language prompts. No need to ask for the reporting team to create a dashboard for you, just create tell AI what you want and let it show you the data straight away. Get real time views of trending issues, survey scores, ticket volumes, SLA breaches and more.

Capacity Planning - Use AI to forecast future IT resource needs. By analyzing historical usage patterns and current trends, AI can predict demand and identify potential bottlenecks.

Automated Service Catalog Generation - Leverage AI to create and maintain a service catalog. AI can analyze existing services, suggest new ones, and ensure that the catalog is up-to-date and accurate. By automating the service catalog generation process, you can reduce the time and effort required for manual updates and ensure that your service offerings are always current.

Self-Healing Systems - AI can automatically detect and fix issues within an IT infrastructure. Self-healing systems can identify potential problems, apply fixes and even notify the IT team about the actions taken, minimizing downtime and ensuring seamless operations.

Predictive Maintenance - Use AI to predict when IT assets will fail or require maintenance. By analyzing data from various sources, AI can forecast issues and schedule maintenance activities, preventing unexpected downtime and optimizing resource allocation.

Proactive Communication - AI can provide real-time alerts and insights to IT teams, helping them manage activities proactively. It can also ensure relevant stakeholders are kept informed about changes and their potential impact.

What next?

It's hard to believe, but all of the above is only scratching the surface of what organisations are currently doing with generative AI in ITSM. Your current ITSM toolset might support some or even all of the above, maybe none. It can be hard to know where to even start. Why not get in touch with Lida and we'll help you get started on realising the benefits of AI in your ITSM processes. It's all part of helping give you pathways to smarter services.