One of the main challenges in the operation and maintenance of IT networks today is, without a doubt, optimization, both in terms of resources and costs . Added to this is the need for effective incident resolution and increasingly stringent SLAs (Service Level Agreements).
To meet this challenge , companies are looking to implement solutions that automate their incident resolution processes , and this is where technology again takes a leading role, helping us optimize and automate operations by applying Artificial Intelligence (AI) .
Artificial Intelligence is a key technology in the digital transformation process within companies and the adoption of Industry 4.0 , but what does the concept of Artificial Intelligence refer to?
What is Artificial Intelligence?
Artificial Intelligence ( AI ) refers to computers or computer systems used to simulate various human processes to solve both simple and complex tasks , as well as to learn, reason, and self-correct. This AI operates through algorithms that function based on rules defined at the programming level, and includes different branches of Machine Learning such as Machine Learning (ML) and Deep Learning (DL) .
Information Technology (IT) infrastructure service management can greatly benefit from AI , since the human resources (agents) used for customer service perform many repetitive and transactional tasks, which can be automated to reduce the workload on agents and provide a more agile and accurate service.
AI Use Cases in IT Incident Resolution:
AI can be implemented within ITSM (Information Technology Service Management) for different ITIL -aligned processes, such as incident management, change management, and request management, to automate repetitive and routine tasks.
The main Use Case is applied to the automation of IT incident resolution, where AI can be implemented for the following practical scenarios:
- AI for Agents: Agents are commonly overloaded with repetitive tasks, such as ticket assignment, information verification, and checklist completion. AI-powered technology increases productivity and allows agents to focus on resolving complex Level 2 and Level 3 issues by automating these repetitive and transactional activities.
- AI for End Users: Implementation of chatbots and virtual agents for personalized, consistent, and real-time interactions with end users. Automatic classification of incidents and service requests, as well as automatic ticket resolution without any human intervention.
- AI for Management: It performs predictive analytics by analyzing past results and generating important forecasts such as revenue, customer satisfaction, and resource planning and optimization. Additionally, it allows for predicting compliance with service level agreements (SLAs), based on incident volume, workload, and failures in the supported infrastructure.
Benefits
Artificial intelligence applied to IT incident resolution offers numerous advantages, both operationally and economically. Below are the main benefits of implementing AI in your operations:
- Process automation : AI allows robots to perform repetitive, routine, and process optimization tasks automatically and without human intervention.
- Cost reduction: Delegating repetitive tasks and automation to AI allows us to reduce the amount of human resources for first contact and level 1 care, focusing agents on complex projects and level 2 care.
- Faster resolution and greater accuracy: AI can automatically resolve tickets or provide agents with the right resources and greater accuracy, in order to resolve the incident faster and minimize human error.
- Proactivity and improved decision-making: Data is transformed into actionable information that management can use to make critical operational and business decisions. AI helps companies become more proactive in identifying potential issues, thereby increasing end-customer satisfaction.
Conclusion
In conclusion, the implementation of Artificial Intelligence for IT incident resolution allows us to automate repetitive processes and/or tasks so that they can be performed by computers or robots, which translates into significant savings in operating costs and, more importantly, provides a better quality of experience and service to our customers.
Written by: Fernando Bosarreyes , Senior Pre-Sales Engineer at ITS
