Artificial intelligence (AI) has become a buzzword in the tech industry in recent years, and for good reason. The potential benefits of AI are vast, and it has already started to impact various industries, including IT service management. As AI continues to evolve, it’s important for businesses to prepare for its impact on IT service management and how to make the most of it.
So, what is the impact of AI on IT service management, and how can businesses prepare for it? Let’s take a closer look.
Increased Efficiency and Productivity
One of the biggest benefits of AI in IT service management is increased efficiency and productivity. By automating routine tasks, such as incident management and problem resolution, AI can free up IT service management teams to focus on more complex tasks that require human expertise. According to a survey by ITSM.tools, 84% of respondents said that AI and automation had the potential to improve IT service management efficiency, while 72% said that it could increase productivity.
Improved Customer Service
AI can also improve customer service in IT service management. By using AI-powered chatbots and virtual assistants, businesses can provide 24/7 support to their customers, resolving issues and answering questions quickly and accurately. This can improve customer satisfaction and help businesses build stronger relationships with their customers. According to a survey by Salesforce, 69% of consumers prefer chatbots for quick communication with brands.
Better Data Analysis
Another benefit of AI in IT service management is better data analysis. By using AI algorithms to analyze large amounts of data, businesses can gain valuable insights into their IT infrastructure and service performance. This can help them identify areas for improvement and make data-driven decisions to optimize their IT services. According to a survey by Gartner, by 2022, 40% of all large enterprises will combine big data and machine learning functionality to support and partially replace monitoring, service desk, and automation processes.
Preparing for AI in IT Service Management
To prepare for the impact of AI on IT service management, businesses should take the following steps:
1. Assess their IT infrastructure and service management processes to identify areas that could benefit from AI.
2. Invest in AI tools and solutions that align with their business goals and IT service management needs. According to a survey by TechTarget, 46% of organizations plan to increase their investment in AI and machine learning technologies in 2022.
3. Train their IT service management teams to use AI tools and solutions effectively and ensure that they have the necessary skills to work alongside AI. According to a survey by CompTIA, 76% of companies plan to provide AI training for their IT staff in the next two years.
4. Monitor the impact of AI on IT service management performance and adjust their strategies as needed. According to a survey by BMC Software, 63% of IT professionals believe that AI will play a significant role in IT service management in the next five years.
ITOne Infotech partners with ServiceNow and 4me, both leading service providers in IT service management. ServiceNow offers cloud-based solutions for IT service, operations, and business management, while 4me enables collaboration between IT service providers and their customers. By partnering with ITOne Infotech, ServiceNow, and 4me, businesses can leverage AI-powered solutions to enhance efficiency, productivity, customer service, and data analysis in IT service management.
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