IT Service Management systems are intended to help out employees at the workplace when affected with system issues. ITSM provides a self-service portal to raise requests and incidents whenever employees have trouble with their systems. Employees are required to fill out the online form to determine whether they are making a service request or an incident.
As per ITIL v3, incidents are split into two categories: service requests and incidents. An incident is an unplanned or unexpected interruption to an IT service which hampers employee work routine. For example, if an employee working on his regular activities encounters an unexpected interruption due to system malfunction or WiFi issue, he will then create an incident which will be attended to by an incident management team, to provide a quick fix.
Service requests are general requests originating from users requesting for something to be provided. For example, a service request can be raised to obtain access to the printer, upgrade to a higher version of a software or replace system components.
Unluckily, many service requests end up being incidents, and many incidents end up being service requests. As a result, service requests and incidents do not get resolved fast enough, subsequently affecting the employee experience.
However, IT service management organizations will continue to depend on human frontline analysts, until these types of challenges are resolved. This is because organizations fear that they might invest more time and money rectifying errors caused by miscommunication.
AI can make a difference here
Integrating AI technology helps to ensure information is accurately interpreted before it is entered into an IT Service Management system.
AI-powered chatbots will enable automated ITSM solutions with the capability to interpret incidents and requests accurately. As AI technology develops, we will see enhanced and personalized employee experience, in addition to improving the efficiency of the IT service management personnel.
Gartner claims that “Chatbots driven by artificial intelligence (AI) will play important roles in interactions with consumers, within the enterprise, and in business-to-business situations.”