Business Insights: AI-Powered IT Service Management (ITSM)

March 1, 2021
Business Insights: AI-Powered IT Service Management (ITSM) Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

IT Service Management (ITSM) is a customer-focused approach to managing information technology tasks with an emphasis on continually improving efficiency and effectiveness, while reducing cost. The objective of ITSM is to ensure that the right people, processes, and technology are put in place so your organization can achieve its business goals and objectives.

When Artificial Intelligence (AI) and Machine Learning (ML) are seamlessly integrated into an enterprise ITSM system, like ChangeGear Service Manager, that ITSM system is enabled to enhance decision-making, provide users with valuable insights, and predict the next steps in business processes—without user intervention. Think about how Amazon helps you select and purchase a product, for example. By providing product reviews, suggesting alternatives along with complementary items, and reducing the steps needed to buy something down to a single button click, Amazon has enriched (and simplified) your entire decision-making process. Netflix’s recommendation system also uses AI and ML to elevate their viewing experience to a higher level. The streaming-video provider, which prides itself on its personalized recommendation engine, finds titles that appear to have nothing in common, but are actually very intelligent suggestions because its algorithms look beyond just the genre. They identify similar characters, familiar plot lines, actors, and directors that a user has shown an affinity for watching and recommend titles that contain one or more of those elements.

AI in the workplace should provide as seamless of an experience as it does in an ordinary consumer’s life. The only way to accomplish that is by “building” AI into your ITSM system from the ground up, as many software vendors have attempted to do but few have accomplished with varying degrees of success. SunView’s suite of technological features delivers a strong foundation for improving workplace efficiency by allowing your IT staff to automate many of their routine and repetitive tasks using artificial intelligence. With the help of AI, your team can reposition itself as a key business enabler on the front line instead of operating in the background. As technology continues to evolve at a rapidly increasing pace, it is especially important for CIOs to introduce AI to their employees as soon as possible to prepare the corporate culture for the technological opportunities that lie ahead of them.

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