Five Tips To Prepare Your IT Service Desk To Be Ready For AI Adoption


artificial intelligence


Unless you have been living in a cave the past two years, then you have witnessed all the hype and scaremongering around artificial intelligence (AI). Where is AI in IT support? And what should your IT service desk be doing about it right now? This blog will examine the AI use cases being adopted by IT support personnel as well as the degree of acceptance. In this blog, we offer five suggestions to help prepare your IT service desk for AI. These are current applications of AI in IT Support. I will skip the discussion of what AI is. Instead, I'll jump to the current use cases being provided to IT support teams and being adopted by them (plus other teams).

Tips to prepare your IT Service Desk. In the light of these stats and possibilities, you might be wondering where to begin your AI journey by establishing your IT service desk. Here are five suggestions to help you prepare your IT service desk for AI.

Take action Now. The most significant lesson from the early-adopting IT service desks as well as in other fields, is that AI adoption will likely be more time-consuming than you think It's not a matter of switching the tech on. It could also cause your company to be slower in implementing AI. The lack of relevant budgets isn't an excuse here and you have the chance to conduct preliminary research and find out the facts by contacting successful customers of the technology vendor and your peers a low-cost first step. This will allow you to help your business to justify AI-enablement when the moment is right. Therefore, you should begin to learn what's out there - technologically speaking - more in depth, beginning with your current ITSM tool supplier. Then look to see the work your colleagues are doing; this will not only help you identify the opportunities, but also their failures and the technology they've thought of and finally decided to choose. This will allow you to see the possibilities of AI. It is essential to keep your eyes on the problems and challenges your business is facing rather than the technology. For example, working on staff shortages or the requirement to speed up issue resolution.




Take care of the AI-adoption "elephant in the room" quickly. Alongside the AI hype it is likely that there was many articles written about the impact AI can have on job opportunities and, of course, "bad news sells." There's an important role for organizational change management for employees who are perhaps worried about the advent of AI-powered capabilities in particular, needing to be aware as quickly as they can about what's happening, why, and the impact it could have on their lives. It's a great chance to explain how AI is currently replacing routine IT support tasks , not roles, with its introduction offering an employee "What's in it for me?" that includes freedom from mundane tasks with no value, the augmentation of their personal abilities and knowledge as well as the possibility to improve skills sets and to undertake more rewarding work.

Educate people in what AI is and can be utilized to serve. This will not only help in the second tip, but it will also help to control people's expectations about AI (that might start out too high because of the AI hype). Your IT support vision for AI may also include longer-term capabilities that aren't yet available.

Check that your next-gen itsm has suitable skills is able to take advantage of AI adoption. Don't underestimate the importance of knowledge management to AI success - knowledge is a vital fuel for machine-learning-powered capabilities. To evaluate the status quo and comprehend your current knowledge, you will first need to assess the quality. The next step is likely to be a further investing to ensure that you have all the information is in place - both knowledge-wise and for success. For instance the IT support chatbot capability will need knowledge to function which is being applicable to scripted chatbots and those that use machine learning. Either way, the starting place of what an IT support chatbot knows will need to be what service desk analysts know, i.e. What's in your FAQs as well as written knowledge articles.

Consider both the frontend and backend potential to use artificial intelligence (and automation). A lot of attention given to AI at present is focused on chatbots and virtual assistants. Similar to IT self-service, in which organizations enjoyed their Amazon-like front end but did not implement backend automation to help with fulfillment - don't overlook this huge opportunity to increase speed, lower costs and a better user experience. 

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