Digital transformation is now a reality for many enterprises looking to maximize their growth and adaptability to oncoming requirements of the business. The technological advancements like:

Artificial intelligence (AI)

Automated process robotics (RPA)

Internet of things (IoT)

Multi-cloud

AI and ITSM Technology Trends

AI and RPA are collaborating to form the cognitive enterprise. AI is often utilized to describe processes such as RPA. However the real value of automate it services lies in machine- and deep-learning. RPA refers to automated workflows that replicate human-like interactions.

IOT is connecting the world all around us to the internet and presents new challenges to enterprises in terms of logistics and security. Multi-cloud technology helps enterprises overcome the limitations of a single vendor as well as increase their flexibility and cost efficiency. Nowadays, human-driven ITSM efforts are stifling expansion in light of these trends and require the move to an intelligent enterprise.

From IT Service Management to Cognitive Service Management with AI

CSM (cognitive service management) is a solution for many ITSM issues faced by expanding companies. The typical IT support levels of L0/L1/L2 are being transformed with the help of chatbots and virtual agents, turning inaccurate and expensive manual processes into fast accurate, cost-effective cognitive processes that use AI and machine learning (machine learning), and RPA.

The Journey to the Cognitive Enterprise

Traditional online enterprises use human-driven ITSM to meet the requirements of consumers. This approach is made effective due to the quality of individual employee performance, but agents are limited in their engagement and efficiency, mostly because of manual, repetitive tasks.

As companies become more technologically advanced, they realize the benefits of multi-cloud as well as multi-device (IoT) and multi-channel strategies. As avenues for service management including mobile, web, and social channels are able to be investigated. This is the place where the digital enterprise operates.

Service management is evolving into proactive and predictive as new technologies are introduced to the cognitive enterprise. ai assistant automates the management of services. This lets human agents be more productive and engage in a wider range of applications.

How AI can simplify the work of an Service Desk Agent

Five steps are crucial to service management success today:

The customer dials the customer service.

The L1 agent is the one who creates the ticket.

The ticket agent picks the right support category.

The ticket is sent to the appropriate support group.

The ticket has been resolved.

When this works as planned Customers are pleased. The limitations of traditional ITSM are apparent when an error is committed in the chain of procedures. If the agent picks the wrong ticket type and the support team that is not right receives the ticket, it gets returned to the support team to be reassigned. This creates a loop of low productivity and unhappy customers. If you want to learn more about automate renewals the issue, go to Aisera.com.

In the near future, a day in the life of an agent at the service desk will be drastically different. Virtual agents and chatbots handle ticket creation as well as initial contact. The proper agents are automatically identified. Cognitive service desk offers suggestions, suggestions, as well as assignments. This leads to a significantly better resolution of tickets and happier customers.