AI: the 4th Generation of Process Automation in ITSM (Part 4)

Tags: AI, IT Service Management, Security Ops, IoT, Service Management, Self-service

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Over the past few days we have been publishing a series of short articles written by our VP of Products, Peter Schneider, this is Part 4 of the series. We have added the links to the bottom of the page so you can be sure read all of the articles.

Roadmap towards an All-AI ITSM World

The day that all IT processes are run by bots and the only humans in operations tasks are trainers for artificial algorithms is still somewhere in the far future.

It is likely that first implementations of AI-based decision making such as incident categorization will evolve to more flexible visual workflow mechanism to utilize the platform nature of many ITSM tools applying the same logic to different use cases based on business needs.

Chat bots will be available in the next 12 months implementing routine tasks such as incident reporting and service requests that are similar to self-service portals capabilities.

AI-assisted issue handling through providing related information from deep big data will help support personnel to make recognize patterns and repeat previous actions in the next years. The success of such solutions will depend on the ease of use in the graphical user interface as well on the precision of machine learning algorithms. It is likely that all support persons can be assisted in problem solving with some kind of AI-enriched information sometime in 2019.

Predictive maintenance will be implemented in different places of the IT infrastructure ranging from inside the IT asset itself, in event correlation solutions, and in ITSM tools. However, the true value of such implementations will ultimately depend less on the computing power to predict averages of lifetime but in having access to rich sensor data creating a better understanding of the unique utilization and environment of IT assets.

Identity Theft Prevention using machine learning at the time of authentication will see wider adoption during 2019, while identity recognition based on typical actions in ITSM tools will only emerge in 2020 or later due to the platform nature of ITSM tools and the related complexity of understanding reliably actions of users and their true intent.

Robotic Process Automation has been implemented already on top of existing ITSM solutions using third-party software in recent months. However, due to the evolution of user experiences of ITSM solutions, embedded robotic automations will be easier to maintain over a longer time period.

The problem-solving skill of humans will remain an essential part of ITSM deep into the next decade, especially in processes such as incident and problem management. Other processes such as asset management and request fulfillment are likely to be impacted more by AI.

We will also be hosting a webinar today at 15:00 (GMT+2), where Peter will be discussing the topic of AI with one of our key partners, ultimate.ai. If you haven't already register for the webinar be sure to do so from the link below.

 View the webinar recording

Other articles in this series

Overview, Part 1, Part 2, Part 3

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