Digitalization is rapidly changing the face of ITSM. The traditional service desk is evolving into AI-powered service management platform. Employees are demanding consumer world like experience which is intuitive, omnichannel, fast and seamless. Employee experience has taken a center stage now.
2019 was the year of change for IT Service Management. Artificial intelligence (AI) is integrated deep into the systems and powering business growth successfully. But, 2020 looks more focused on employee experience and integrated service management. According to Gartner reports, 40% of the enterprises will adapt AIOPS (Artificial Intelligence for IT operations) by 2022. AI-enabled customer-facing service desk support will increase by 25% by 2020 leveraging virtual customer assistant and chatbots. Let’s take a look at the new advances in the ITSM platform.
Integrated Service and Operations Management
IT Operations are becoming complex every day. Enterprises are bombarded with the inclusion of advanced technologies like multi-cloud, multi-device (IoT), multi-channel, DevOps, AI, ML, and chatbots. Such a vast universe of technologies is creating enormous complexity in the IT landscape. This call for an integrated solution to reduce simplify the management.
BMC Software has recently announced the industry’s first end-to-end integrated ITSM and ITOM platform which brings together the capabilities of ITSM and ITOM into BMC Helix.
Integrated solutions will enable IT teams to discover, optimize, remediate and deliver through an omnichannel for IT and business users. Such solutions will eliminate silos to make better-informed decisions and enhance the customer experience. It’ll also help in discovering unknown assets in multi-cloud, monitor & predict events, uncover & remediate security vulnerabilities and provide 360 degree intelligence environment.
Cloud, Containerization and Cognitive Services
Multi-cloud, Containerization and Cognitive services were some of the dominant trends in the ITSM world in 2019.
Multi-cloud has become reality. Customers are embracing multi-cloud strategies. Correspondingly, ITSM vendors are coming up with their cloud offerings apart from traditional on premise solutions. Moving to the cloud has its own advantages such as transferring upgrade responsibility to ITSM vendors, saving substantial costs of upgrades as well as eliminating day-to-day management of ITSM stack.
[Also Read: Cognitive Service Management]
There are certain advantages of containerization. Ease of porting between different cloud platforms, environment standardization and version control, isolation and optimum utilization of resources, faster speed make it a better technology than standard VM based solutions. ITSM vendors are including containers as an integral part of the offering.
Installation and deployment of complex ITSM stack get simplified by the use of containers.
Organizations have transformed themselves from “online” to “digital” and now to “cognitive” enterprises. This indeed can be seen as “Digital Maturity” in their digitization journey. Cognitive Service Management typically consists of use of technologies like AI, chat-bots, machine learning and Robotic Process Automation (RPA).
ITSM platform gets benefits from machine learning in several ways such as: predicting issues and problems proactively, improving search capabilities and knowledge management and finally auto-classification of service desk tickets. Historical ticket data is used in developing AI models which later can predict the classification as well as prioritization of tickets.
Chatbots have NLP (Natural Language Processing) built-in so virtual assistants can communicate in plain English language which in turn provides better self-service experience.
Getting key data out of unstructured emails is possible with the AI technology. Further, the intent and entity data is used in creating service desk tickets automatically.
This helps in simplifying complex catalogue navigation as user input can come now via emails or by chat.
Intelligent Technologies for Smarter Service Desks
With advances in RPA technologies, request fulfilment is happening automatically. Mundane tasks like password resets, share folder access, AD account creations, addition of IDs to mailing lists, service restarts etc. are getting resolved quickly using RPA. This quicker resolution lowers MTTR (mean time to resolve). RPA vendors are including various plugins within their platform so any automation script writing or programming work gets eliminated. All needed is configuration of plugins to develop workflows achieving various IT automation tasks.
This automation is helping to free up L1 (entry level support) bandwidth so service desks team could focus on higher level tasks. Reduction in L1 level resources results in lower service desk cost. Moreover, elimination of human errors, faster resolution time are additional benefits as well.
According to Gartner, by 2020, 80% of outsourced service desks for global enterprises will no longer require human service desk agents for the first contact.
Business is demanding IT to come up with new-age solutions
IT organizations have to move fast in embracing these new technologies which make ITSM more predictive, pro-active and automated.
Vyom Labs has been providing innovative and cutting-edge solution for ITSM.
We can be your partner in your automation journey.
Please visit our BMC Helix services to understand Vyom Labs various services and solution offerings.