For starters, cognitive service management is the advanced service management technique powered by digital automation, machine learning, and AI. The process is capable of driving new levels of agility, efficiency, and productivity.

IT Service Management is a continually evolving practice that adapts and grows with the pace of emerging technology. ITSM technology is flexible enough to accommodate sudden and rapid changes; leading organizations ensure service and support practices will continually align with business needs.

Cognitive Service management is the evolution of ITSM which is very powerful intelligent technology to drive the services in the organization without changing current infrastructure.

In Cognitive Service Management data center environments would be of multi-cloud, multichannel and multi-device. It also has emerging technologies like artificial intelligence and machine learning for opportunities to drive scalability, efficiency, productivity, and cost savings.

More and more enterprises are now making use of intelligent systems to deliver flawless service delivery services to achieve new levels of efficiency, agility, and productivity.

Undoubtedly, cognitive service management is agile, efficient, and scalable. This means that it is capable of completing tasks faster with reduced cycle times, and with better scalability.

Why Traditional ITSM Is No Longer Enough?

The latest technologies in cloud, mobile, Internet of Things (IoT), and big data are driving dramatic changes in the organization. Customer experience becomes a priority factor over price and product as the key brand differentiator. Many organizations today are focused on digital transformation and how to leverage these new technologies to enhance user experiences. Those who don’t proactively address the opportunities and challenges of new technology will fall behind.

Top Three Digital Transformation Challenges

Multi-cloud:

IT departments no longer have their workloads only running in their existing data centers but across multiple public and private cloud environments.

[Also Read: BMC Helix -The Future of Service Management]

Multi-device:

Organizations must have critical tasks to manage than just IT devices and assets. IoT is becoming popular as it is increasingly important and in demand and everything will become connected within the device mesh

Multi-channel:

Customers and employees want services provided through the channel through e-mail, phone, chat, or social media.

Digital Transformation with Next-Generation ITSM

Service desk has to focus on providing excellent customer experience with service excellence and with self-service capabilities. In modern ITSM solutions, these goals remain constant with the inclusion of new technologies. One can adapt between available different options on-premises and cloud applications of all types, including private, public, hybrid, and managed. The volume of cloud apps continues to grow from Gmail and Office 365 to most popular solutions for business units and IT.

Modern ITSM systems have the ability to:

  • Support legacy data center infrastructure
  • Supports multi-cloud environments  
  • Deliver a seamless user experience across all devices and channels
  • Manage all applications centrally, regardless of location
  • Scale quickly and easily with the demands of your business
  • Support security best practices across your multi-cloud environment
  • Provide complete visibility of your all assets, on-premises as well which in the cloud
  • Offers intelligence automation including AI and machine learning to drive speed, productivity, scalability and cost savings

ITSM Maturity: Digital Transformation with Cognitive Automation Technologies

Every organization must have different level of ITSM maturity, from a basic help desk to service management powered by intelligent automation. The organizations mostly fall into three main buckets on their journey to digital transformation:

  • Standard help desk or ITSM practice
  • Service desk with multi-cloud and multi-channel digital enterprise (Digital Service Management – DSM)  
  • Service desk automation with latest Cognitive technologies like Artificial intelligence, Machine learning and chatbots (Cognitive Service Management – CSM)

Benefits of Cognitive Service Management  

Cognitive Service Management will be beneficial in service delivery at below key characteristics:

  1. Enhanced user experience

    When using Cognitive technology effectively in your organization, it increases customer as well as employee productivity. Their time can be utilized in a more productive way. CIOs and business leaders can make a decision to adopt digital technologies like CSM, can create engaging employee experiences, and increase employee retention. Enabling cognitive capabilities in the existing environment is a revolution to people-centric experiences of the future.

  2. Speed through automation of repeatable processes

    Cognitive Service Management (CSM) capabilities like virtual agents/chatbot can assist IT and business 24/7 to complete tasks faster and improve productivity. This enhances service delivery experiences. This also automates repetitive and rule-based task with cognitive automation without human intervention.

  3. Cost savings across service delivery

    CIOs must have to showcase more value to lines of business with new cognitive technologies. This may include new revenue streams, operational efficiencies, and outcome-based business models. All of which can be achieved by Cognitive service management to drive value and cost savings for the business.

Conclusion

Industries are planning to move towards emerging cognitive technologies, AI and Machine Learning to increase speed, accuracy and business values at a lower cost. Cognitive Service Management will extend your ITSM features to achieve your business goals.