Autonomous automobiles and poetic exclamations have dominated the news! But, AI and cloud-based applications are also quietly finding their spaces that help cut IT service desk workloads and headaches. IT departments are taking advantage of AI (natural)’s ability to scan massive amounts of data and discover hidden patterns from within to address issues fast and prevent server downtimes.
ITSM or IT service management by tradition is the organizational philosophy to help enterprises adapt to the best IT practices. It is as part of the actual deployment management! All this so that the customer experience and satisfaction towards service quality is improved and retained.
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With AI, companies with configuration management databases are not only able to close tickets more quickly, but they are also able to provide speedier self-service for their customers.
Improved Interaction with the End-User
IT service continuity management matters the most at the end of the day! It is the bridge between revenue generation and customer/service integrity.
New office printers are making it difficult to print documents for a firm employee. A three-hour backlog of troubleshooting calls has been built up due to the recent installation of a major operating system update, so he contacts IT. Help is taking a long time to arrive. With the help of AI, this employee may address his issue, which is a common problem with common causes.
Because Artificial Intelligence (AI) can now interpret natural language and answer simple questions, the capabilities of chatbots, which were first developed in the 1960s, have grown significantly. By utilizing machine learning techniques, a chatbot can conduct extensive research into printer troubleshooting and identify commonalities to guide our hypothetical employee through the steps necessary to identify and resolve a problem—without the need for IT to write a knowledge base article on the subject.”
MIRAT has an AI extension! MIRAT is now an AI-driven cloud software capable of providing all the packaged tools under one license, offering centralized self-service capabilities with No/minimum staff and remote monitoring capabilities that presently no other competitor can serve. The USP of MIRAT.ai is “Automation” of IT infrastructure management that is highly aligned with ITIL and current trends. The IT infrastructure management includes but is not limited to the operating system, database, network, storage, application, middleware spaces, etc.
To improve the speed and accuracy of future problems, the bot collects and prioritizes additional data about printer problems as they occur. If you have a frequent problem, you may want to consider using a bot to reduce the number of calls you receive. This gives IT more time to deal with more difficult problems.
Sentiment analysis using AI can also be used to gauge customer happiness. Using natural language processing and user word choices when engaging with chatbots, this analysis can be performed.
Assisting at the Help Desk:
Chatbot: How many I help you?
Customer: Well, I need more than robotic interference!!!
Despite advances in AI, there is still a need for human intervention in some cases, and it does help in IT service management best practices.
Predictive analytics can provide recommendations based on confidence levels when it comes to IT ticket production and assignment.
AI uses past behavior to predict future actions in the same way that Google tracks surfing histories to offer targeted advertisements. For example, an AI can forecast a ticket’s urgency or who should be given it based on their past assignments of the same type of tickets and their talents and experience in dealing with them. Prioritization of task distribution can also be used to avoid bottlenecks while assigning tickets. Recommendations are generated on the fly and entered into the ticket as a human author writes it, saving a lot of time.
Service management framework
Identifying the root cause of similar problems is an ITSM best practice rather than treating the symptoms. A computer can use an AI-driven Root Cause Analysis engine to analyze enormous amounts of historical data to solve problems that may have escaped the human eye.
Robotic Process Automation (RPA) can dramatically reduce time spent on menial but time-consuming jobs (RPA). An AI can readily undertake repetitive tasks, allowing humans to focus on more complicated issues and resolve tickets more rapidly.
Information technology lifecycle management
In a server failure, an AI can instantly generate problems and alert the service desk by using the company’s existing network, systems, and application performance monitoring technologies. IT service management tools could reduce or prevent downtime. The use of monitoring tools and AI that has been taught to detect equipment issues or even warning indicators of an upcoming outage is already widespread in several industries. Maintenance and asset management teams will be alerted if there is a possible concern. AIs can be trained to anticipate the deterioration of facility assets over time, which can lead to prompt servicing, maintenance, or inspection requests.
In alliance with the information technology service management system, AI also has a role to play in knowledge management.
AI will access a wider network of trusted knowledge sites if an incident requires a solution that cannot be located in the enterprise’s existing knowledge database. The AI can summarize and document its findings locally for future reference.
AI is not a one-size-fits-all solution; rather, it is a collection of technologies that can help an organization achieve incremental gains in productivity. Humans can focus on more strategic business goals when they don’t have to deal with tedious, repetitive tasks, which AI can do for them.
For more updates on AI-based service management operations and strategy information technology, stay tuned to our blogs/PRs. Reach out to our sales representatives today through email: firstname.lastname@example.org or give us a ring at +91-9550827711.
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