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What is the future of IT services?

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The IT Industry Council indicated guidelines on how to secure the use of Artificial Intelligence, as it encouraged the participation of the public and the private sector to form partnerships for innovation, investment, Education, and scalability of the future workforce.

IT Industry Council has estimated that the U.S AI market will reach $40 billion in 2020, with a possible generation of $60 billion productivity improvements on an annual basis. In a Gartner report of 2017, the author stated that conversational and chatbot AI platforms had allowed the creation of service delivery channels for the government. These channels are being looked into by the government CIO’s to determine their roles for more opportunities to be identified.

Implications of AI for IT service management

One can easily think of chatbot development and AI as augmented intelligence. This kind of human intelligence is not here to replace humans; it is here to help people deliver quality services both internally and externally.

AI is looking to disrupt three key areas of IT service management (ITSM)

Point of entry

Chatbots that are AI driven will automate ITSM solutions to correctly interpret requests and incidents. Different route requests and scenarios will be learned by the chatbots to the right back-end process. AI will be equipped with a deep decision path that will direct inquiries to the solution with minor faults.

Chatbots powered by AI can identify the requester, profile them and route inquirers who are regular clients to an agency to the solution desired, saving enough time for the ITSM.

Back-end processes that are automated

AI can identify requests, recognize patterns and provide unlimited amounts of possible solutions to different scenarios. AI will gather the requests coming in and use integrated technology to automate the troubleshooting process until the problem is resolved.

Knowledge management

Databases that have trustworthy solutions will be accessed by AI solutions over time. AI will learn the organizational patterns for it to efficiently resolve issues. Not only will AI provide answers to the IT queries, but it will provide tips on training for analysts and end-users. The database will be updated consistently with relevant data, based on the new problems and their solutions. (to be continued)

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mark muller

writer, programmer, nerd but with a lot ideas inside me that maybe could change the world.

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