If you're not living in a cave for the past two years, you've seen all the hype - and sometimes scaremongering - around artificial intelligence (AI). What's the situation in the process of implementing AI to provide IT support? What should your IT service desk be doing now? This blog examines the AI usage cases that are currently being used by IT support teams, as well as the overall level of interest and adoption. The blog will offer five recommendations to prepare your IT service desk for AI. These are the current use cases for AI in IT Support. I'll skip the discussion on the definition of AI is. Instead, I'll go to the current use cases being provided to IT support teams and being adopted by IT support teams (plus other teams). Tips for preparing your AI-powered Service Desk. In the light of these stats and possibilities, you might be wondering where to begin your AI journey with your IT service desk. For your convenience, here are five tips for preparing your IT service desk for AI: Take action Now. The key lesson from early-adopting IT service teams, along with other areas, is that AI adoption may take longer than you thought. It's not about simply activating the technology. This can also cause your company to be slower in implementing AI. This is not an excuse that you don't have enough money to do preliminary investigation. It is also possible to get assistance from your colleagues and successful technology-vendor customers. This will allow you to make a case for AI-enablement at the moment that's the right time. Begin to understand the available technology, starting with your current ITSM vendor. Then, take a look at the work of your competitors. This will allow you identify potential opportunities and also highlight their mistakes. This is to help you see the possibilities of AI. It is essential to keep your eyes at the challenges and issues your business faces and not just the technology. For example, working on staff shortages or the requirement for faster resolution of issues.
Get rid of the AI-adoption "elephant in the room" immediately. Alongside the AI hype it is likely that there was much more written about the effects AI can have on job opportunities - of course, "bad news sells." There's a significant importance of organizational change management here - with employees that are perhaps worried about the advancement of AI-powered capabilities, particularly, having to be informed as quickly as possible of what's happing and why, as well as how it will affect them. It's an excellent opportunity to explain that AI is currently replacing mundane IT support tasks not roles, with its introduction providing an employee "What's going to be the benefit for me?" that includes freedom from repetitive low-value tasks and the enhancement of their personal abilities and knowledge as well as the chance to develop skills and to undertake more rewarding work. Inform people about the various ways that AI is and can be utilized to serve. This will not only help with tip number 2, but it will also help to control people's expectations about AI (that could be too high because of the AI hype). Of course the IT support vision for AI could also encompass future capabilities that aren't yet in the realm of possibility. Check you IT service desk is equipped with the necessary knowledge to use AI. Don't underestimate the importance of knowledge management to AI success - knowledge is a vital fuel for machine-learning-powered capabilities. To assess the current status quo and understand the current knowledge you have it is first necessary to determine the quality. The next step will likely be further investing to ensure that you have all the information is in place - both knowledge-wise and for success. For example the IT support chatbot capability will require knowledge to operate which is being applicable to both chatbots that are scripted and those that use machine learning. The initial point of reference for chatbots that are IT chatbot support chatbot to be aware of what service desk analysts know is i.e. what's in your FAQs and captured knowledge articles. Both the frontend and backend options for AI (and automation) are worthy of consideration. AI is getting lots of attention right now as virtual assistants and chatbots taking over the spotlight. Similar to IT self-service, where companies enjoyed their Amazon-like front end but failed to integrate backend automation to facilitate fulfillment - don't miss this opportunity to improve speed, lower costs and a better user experience.
0 Comments
Leave a Reply. |
|