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Artificial Intelligence (AI) is again in the spotlight -- but don't think "Big Brother" or "world ruled by robots!" AI, if designed correctly -- with your internal and external customers in mind -- will make our lives easier in both the working world and the
Many pundits have weighed in on how certain industries will benefit most from AI in the near future, notably healthcare, transportation
That includes the IT service management (ITSM) sector. Working with many ITSM-focused organizations, I don't see a lot of focus on AI, which I believe will prove to be a serious miss for them. One of the challenges is knowing where to start.
AI researchers, including AI pioneer Erik Sandewall, Swedish professor in the chair of computer science at Linköping University, have described an array of AI capabilities that include: reasoning and problem-solving, knowledge representation, planning, learning, language processing, perception, motion
Researchers have emphasized that to get the most out of these AI capabilities, they must be relevant and applicable to a given situation. But here's the rub for IT groups: Many are struggling to show that ITSM -- even without AI -- can provide value to the business. So, developing an AI-assisted ITSM strategy that is relevant and applicable to the business will not be easy and it will take time.
Looking at the seven capabilities of AI listed above, let's explore how ITSM shops can utilize them.
Seven AI traits applied to ITSM
Reasoning and problem-solving
Knowledge representation deals in large part with "teaching" computers common sense -- a large undertaking! Although not fully baked at this time, this is a major focus area for many researchers of AI. This common-sense knowledge will not only assist with reasoning and problem-solving -- moving beyond specified deductions -- it will also assist ITSM organizations in
AI-assisted "what-if" analysis
Planning involves setting goals and developing the roadmap to achieve them, and the actual achievement of these goals. Many ITSM organizations have a lot of process goals, but the roadmap and achievement areas lag far behind in some cases. This is about understanding what we want the future to look like. Planning will allow us to use AI to help us with "what if" scenarios and suggest paths to success as well as the potential risks of choosing one path over another. With this information, ITSM processes will be able to select options that demonstrate the greatest value to our customers and assist us in building that elusive business case.
Learning refers to the ability of AI to provide us with information regarding changing business patterns and requirements. Different responses, questions
AI-assisted voice and image ITSM
AI-assisted ITSM robotics
OK, so maybe the motion and manipulation aspect of AI might not play a big role in your ITSM strategy -- although having a coffee delivered to me is never a bad idea! Deskside support will most likely not be a big area of focus in the future with most customers being able to use self-service support if required. However, predictive robotics can greatly assist with understanding human emotion and enable better decision provision when coupled with AI's machine learning capabilities.
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So, is AI going to totally disrupt ITSM? In the end, some things will stay the same. With or without AI, we need to focus on our customer needs and provide the services that enable them to be excellent