How intelligent automation drives cultural shift in IT service management 

IT service management (ITSM) helps align IT processes with business objectives to deliver efficient, reliable, and customer-centric IT services. However, due to the push for digital transformation of late, IT teams often find themselves pressed for time. They are facing productivity challenges while battling to launch strategic initiatives. 

What’s creating this turbulence in ITSM? 

IT teams perform a lot of manual tasks in IT Service Management. For example, when an incident is reported, IT support personnel manually log the incident details into the ITSM system, including the description, priority, and affected services. They then triage the incident to determine its severity and assign it to the appropriate IT team for resolution. 

These tasks require human intervention and effort, inviting several challenges and limitations. Here are some of the most common challenges stemming from manual processes in ITSM: 

Inefficient incident management: Manual incident management processes in ITSM can result in delayed response and resolution times. With manual processes, incidents may not be promptly addressed, impacting service levels and customer satisfaction. The traditional processes also hamper real-time incident visibility, making it hard to track and manage incidents effectively. 

Inconsistent service delivery: Manual processes increase the risk of inconsistent service delivery. Different IT staff may follow varying approaches and practices, leading to inconsistencies in incident management, change management, and service request fulfillment. These inconsistent operations lead to confusion and errors. 

Limited self-service capabilities: With manual ITSM processes, users are unable to access and resolve common IT issues independently. This results in a higher volume of service desk calls and an increased workload for IT staff. As a result, you face longer response times, decreased user satisfaction, and increased support costs. 

How can intelligent automation in ITSM help? 

Intelligent Automation is a cutting-edge approach combining artificial intelligence (AI) and automation in IT Service Management. Intelligent automation brings significant changes to ITSM by streamlining processes. By leveraging AI technologies, organizations can optimize resource allocation, improve decision-making, deliver proactive support, and continuously enhance service delivery. Intelligent workflow automation empowers IT teams to provide exceptional IT services, drive innovation, and meet the evolving demands of modern IT environments. Let us discuss some of the advantages of intelligent automation in ITSM: 

Intelligent task assignment and routing

With intelligent automation in IT service management, you can assign tasks and tickets automatically to IT team members based on their skills, availability, and workload. By leveraging machine learning algorithms, the intelligent ITSM system can match incidents, change requests, or service tickets with the right resources. This intelligent task assignment ensures faster response times and efficient resource utilization, reducing manual effort, enhancing productivity, and accelerating incident resolution. Forrester Consulting found that automation in ITSM helped companies reduce incident resolution time by up to 60%.

Predictive analytics and decision support

Intelligent automation utilizes AI-powered predictive analytics to analyze historical data and identify trends. It can predict potential incidents, forecast service demand, and proactively address problems before they occur. AI algorithms can also provide decision support, recommending the most effective solutions or courses of action based on past data and industry best practices. This empowers IT teams to make informed decisions, improve problem-solving, and optimize service delivery. 

Intelligent self-service

You can leverage intelligent automation to offer self-service capabilities for end-users. Through AI-driven chatbots or virtual assistants, users can receive instant responses to common queries and resolve issues independently. This will increase first-call resolution rates (FCR). Intelligent self-service reduces the reliance on manual support, decreases service desk call volumes, and enhances user satisfaction by providing fast and accurate solutions 24/7.

Proactive problem management

Manual ITSM processes result in reactive problem management. Intelligent automation turns reactive management into proactive. Intelligent ITSM can perform root cause analysis by analyzing incident data and identifying recurring issues. The system can automatically trigger problem investigations and initiate corrective actions. This helps prevent future incidents and minimize service disruptions, improving service stability and reliability.

Continuous improvement and optimization

Continuous improvement in ITSM practices helps optimize IT services and drive operational excellence. However, most organizations lack enough data to create this culture. Intelligent automation provides data-driven insights and performance analytics to facilitate continuous improvement in your ITSM processes. It enables you to monitor key performance indicators (KPIs), identify bottlenecks, and pinpoint areas for optimization. By automating data collection, analysis, and reporting, your ITSM team can focus on analyzing trends and implementing improvements.

Enhanced customer experience

Customer experience is essential. A Salesforce survey reported that 84% of customers consider that experience is as important as products and services. Intelligent automation provides faster and more personalized support to your end-users, enhancing their experience. Through AI-powered chatbots or virtual agents, customers can receive immediate, accurate solutions for their problems. They can also receive personalized recommendations for a better experience. Intelligent automation also enables proactive communication, keeping customers informed about the incident status. The ITSM system automatically sends service updates to customers, building trust and improving customer satisfaction.

Agility and adaptability

Intelligent automation enables organizations to respond quickly to changing business needs and evolving IT environments. AI algorithms can dynamically adjust workflows, priorities, and resource allocations based on real-time data and changing conditions. This agility ensures that ITSM processes remain efficient, adaptable, and aligned with business objectives.

Are you ready to embrace the shift? 

Implementing intelligent automation in IT service management has become easier. At Saxon, we have developed an intelligent ITSM solution called Power Desk to help you quickly transform your IT service management. The solution integrates with your existing systems and services, enabling you to streamline IT operations without disruptions. 

You can see how Power Desk works for your business with a 14-day free trial. Get in touch with us now.