Skip to content
cognixia-logo-white-text
  • Contact
  • Profile
  • Approach
  • Companies

    Cognixia Approach Uncover skill gaps in your human capital, acquire agile training solutions, and plot your roadmap to a future-proofed workforce. Get Started Workforce Transformation Enterprise digital empowerment starts with a digitally-enabled workforce. Discover how Cognixia can deliver the right mix of skills to your talent. Transform Now Hire Skilled Talent Transform your talent acquisition…


    Know More
    Quick Link
    CompaniesCompanies
    Companies
    • Workforce Transformation

      Upskill your existing workforce with our digital training solutions Hire digitally native talent to solve your? digital needs Rewire by Cognixia Full team of industry veterans as trainers Customized training solutions to suit the needs of companies 24/7 support for learners anywhere in the world Course completion certification A globally-recognized certificate after course completion. Hands-on…


      Know More
      Quick Link
      Workforce TransformationWorkforce Transformation
      Workforce Transformation
    • Hire Skilled Talent

      Hire digitally native talent to solve your digital needs Skills Attitude Assessments Mindset Assessments Location Based To know more about JUMP Contact Us


      Know More
      Quick Link
      Hire Skilled TalentHire Skilled Talent
      Hire Skilled Talent
  • Individuals

    Upgrade Your Digital Skills Specialize your talents, learn new skills and stay indispensable to your organization with Cognixia’s upskilling programs. Learn More   ❱ Get Hired Fast-track your path to career growth with thousands of fresh opportunities and find the job you’ve always dreamed of. Learn More   ❱


    Know More
    Quick Link
    IndividualsIndividuals
    Individuals
    • Upgrade Your Digital Skills

      Enhance your digital skillset with our robust course offering Direct mentorship with experienced instructors Classroom, virtual, self-paced and hybrid learning modes Lifetime access to all training materials To know more on what course you should pick Contact Us


      Know More
      Quick Link
      Upgrade Your Digital SkillsUpgrade Your Digital Skills
      Upgrade Your Digital Skills
    • Get Hired

      Apply today to launch your digital career Apply Get Trained Location Based To know more about JUMP Contact Us


      Know More
      Quick Link
      Get HiredGet Hired
      Get Hired
  • Courses

    Dive into the latest technology frameworks and business paradigms to build a future-proofed career


    Know More
    Quick Link
    CoursesCourses
    Courses
    • Industry

      • Global Aviation
      • Global Automobile
      • Global BFSI
      • Global E-commerce
      • Global Food-tech
      • Global Healthcare
      • Global Media and Entertainment
      • Global Oil and Gas
      • Global Pharmaceutical
      • Global Telecommunication

      Know More
      Quick Link
      IndustryIndustry
      Industry
    • Application Development

      • Python v3.7
      • Self-Paced Python Developer Training
      • Self-Paced Java Programming Training

      Know More
      Quick Link
      Python v3.7Python v3.7
      Application Development
    • Big Data and Analytics

      • CouchDB
      • Self-Paced Analytics with R
      • Self-Paced Big Data Hadoop Administrator Training
      • Self-Paced Big Data Hadoop Developer Training

      Know More
      Quick Link
      Cassandra DeveloperCassandra Developer
      Big Data and Analytics
    • Business Intelligence

      • QlikView
      • Microstrategy

      Know More
      Quick Link
      MicrostrategyMicrostrategy
      Business Intelligence
    • Cloud and DevOps

      • Cloud Development Professional Training
      • Advanced Ansible Training
      • DevOps Training
      • Advanced DevOps Training
      • GCP- Google Cloud Platform
      • DevOps Plus Training
      • Cloud Computing with AWS Training

      Know More
      Quick Link
      DevOps Plus TrainingDevOps Plus Training
      Cloud and DevOps
    • Cyber Security

      • Cyber Crime and Cyber Security Training
      • Self-Paced Linux Administration Training

      Know More
      Quick Link
      Cyber Crime and Cyber Security TrainingCyber Crime and Cyber Security Training
      Cyber Security
    • Development

      • Docker and Kubernetes Bootcamp
      • FULL Stack (MEAN) Developer Training
      • Google Certified Android App Development Training
      • Blockchain Training
      • Apache Spark & Scala Training
      • Big Data Hadoop Administrator Training
      • Big Data Hadoop Developer Training

      Know More
      Quick Link
      Docker and Kubernetes TrainingDocker and Kubernetes Training
      Development
    • Internet of Things

      • Internet of Things Security Expert Training
      • IoT Analytics Training
      • Internet of Things (IoT) with Amazon Web Services (AWS)
      • IoT Security Training
      • Self-Paced Internet of Things
      • Azure IoT

      Know More
      Quick Link
      Internet of Things (IoT) TrainingInternet of Things (IoT) Training
      Internet of Things
    • ITIL® and IT Service Management

      • ITIL® 4 Awareness
      • ITIL® Service Operations
      • ITIL® Foundation (v3, 2011)
      • ITIL® 4 Foundation
      • ITIL® Service Design

      Know More
      Quick Link
      ITIL® 4 FoundationITIL® 4 Foundation
      ITIL® and IT Service Management
    • Java/J2EE

      • Web Services
      • Spring Cloud
      • Node.js
      • Angular.JS
      • Spring Boot

      Know More
      Quick Link
      Spring BootSpring Boot
      Java/J2EE
    • Machine Learning and Analytics

      • Tableau Training
      • Machine Learning, AI, & Deep Learning Training
      • Machine Learning with Python and R
      • Advanced Machine Learning with Deep Learning Training
      • Machine Learning with Python Training

      Know More
      Quick Link
      Machine Learning with Python TrainingMachine Learning with Python Training
      Machine Learning and Analytics
    • Management

      • PMP Training
      • Certified Scrum Master Training
      • Six Sigma Black Belt Training
      • Six Sigma Green Belt Training

      Know More
      Quick Link
      PMP TrainingPMP Training
      Management
    • Microsoft Technologies

      • AZ-300: Microsoft Azure Architect Technologies
      • AZ-104: Microsoft Azure Administrator
      • AZ-103: Microsoft Azure Administrator
      • AZ-101: Microsoft Azure Integration & Security
      • AZ-100: Microsoft Azure Infrastructure & Deployment

      Know More
      Quick Link
      AZ-104: Microsoft Azure AdministratorAZ-104: Microsoft Azure Administrator
      Microsoft Technologies
    • Mobile

      • Self Paced Android App Development

      Know More
      Quick Link
      React NativeReact Native
      Mobile
    • Web Technologies

      • React.js
      • Knockout.js
      • JavaScript & Ajax
      • HTML5 AND CSS3
      • Ember.JS
      • Backbone.js

      Know More
      Quick Link
      HTML5 AND CSS3HTML5 AND CSS3
      Web Technologies
  • Events


    Know More
    Quick Link
    EventsEvents
    Events
    • Master Class


      Know More
      Quick Link
      Master ClassMaster Class
      Master Class
    • Webinars


      Know More
      Quick Link
      WebinarsWebinars
      Webinars
    • Workshops


      Know More
      Quick Link
      WorkshopsWorkshops
      Workshops
  • Resources


    Know More
    Quick Link
    ResourcesResources
    Resources
    • Blog


      Know More
      Quick Link
      BlogBlog
      Blog
    • Tech News


      Know More
      Quick Link
      Tech NewsTech News
      Tech News
  • About

    Mission To bring about a shift in the mindsets of people and enterprises through future-proofed, digitally-ready talent solutions. We shape the future by grooming the next generation of disruptors, innovators and leaders and aim to bridge the global supply/demand gap in the number of digital-ready professionals who are skilled in the technologies of tomorrow.


    Know More
    Quick Link
    AboutAbout
    About
    • Awards

      Cognixia creates some of the most comprehensive and relevant online learning experiences for professionals in nearly every field imaginable. And we’re proud to be recognized for the passion and dedication that we bring to thousands of lives.


      Know More
      Quick Link
      AwardsAwards
      Awards
    • Careers

      Apply for a dream career at Cognixia. Join our global team of thought leaders and educators as we transform people and companies. Think you could add something we have missed? Why not submit your CV and a covering letter?


      Know More
      Quick Link
      CareersCareers
      Careers
    • Our Culture

      Disciplined in performance Responsive in approach Passionate to achieve Competitive to succeed Industrious from start to finish


      Know More
      Quick Link
      Our CultureOur Culture
      Our Culture
    • Locations


      Know More
      Quick Link
      LocationsLocations
      Locations
    • Referrals

      Success tastes best when shared. Tell us about a friend, colleague or a family member, who might be interested in pursuing a career in digital technologies or transforming their workforce.


      Know More
      Quick Link
      ReferralsReferrals
      Referrals
  • Contact
  • Cart
  • Profile
Search Course
banner

How Is AI Changing The Way IT Service Desks Function?

HomeResourcesBlogHow Is AI Changing The Way IT Service Desks Function?
July 20, 2022 | ITIL, ITIL® and IT Service Management
Read Time: 10:00

Helpdesk and IT service management are under greater strain than ever, with more individuals working remotely. Fortunately, artificial intelligence is there to help.

The impact of artificial intelligence on service management is progressively intensifying. Chatbots, intelligent routing, virtual assistants, user sentiment analysis, contextual knowledge, predictive analytics, and many other cognitive technologies have been applied to service desks. These include deep learning, machine learning, natural language processing, and other advanced analytics. When used correctly, AI may save expenses, boost agent productivity, anticipate IT issues, discover issues, improve change management, and enhance important metrics like resolution times & SLA compliance level.

IT service desk administrators need to be able to distinguish between the signal and the noise in the AI hype & better grasp how AI might benefit their service desks.

ITIL 4 & Artificial Intelligence Helping Service Desk

IT service management (ITSM) is becoming increasingly important as the significance of digital infrastructure in business develops. In many situations, this tendency has resulted in greater demand for IT support desks than they can adequately handle. AI (artificial intelligence) can benefit.

Many companies have already acknowledged AI’s value in this field. As of 2019, 62% of businesses polled were considering using AI in ITSM, with 46% actively studying these solutions. Nonetheless, merely knowing that other firms are exploring this technology is inadequate evidence of its efficacy.

AI is revolutionizing the position of the service desk agent. Virtual agent chatbots can communicate directly with employees to perform low-level activities such as password resets, concerns with clear algorithmic solutions, as well as digital service requests. They can do it faster, more consistently, and much more sustainably.

Within the service desk, virtual agent assistants mine all types of data in the expanded CMDB in real-time (infrastructure analytics, status information, complaints, trends, etc.). These virtual agents uncover greater insight an agent needs without requiring the agent to spend time actively searching for that data. A virtual agent assistant enhances a human agent’s capabilities by placing the correct data in front of them at the right moment, thereby shortening the time to diagnose and resolve a problem.

The “profile” of the job that support desk representatives undertake has changed because of AI. No more boring, monotonous activities. No more changing passwords. Fewer calls to answer. More time to manage each IT customer professionally and calmly—to ensure that every problem is resolved correctly and promptly. There’s greater client satisfaction with IT. Agents feel more content. They have the opportunity to significantly impact the organization.

Let’s see how AI is further helping the IT service desk –

Routing and Classifying Service Tickets

AI can enhance help desk administration by sorting, prioritizing, and routing tickets. When requests arrive, AI compares them to comparable historical instances, estimates their severity and anticipated outcome, and then sends them to the right staff at the correct time. This eliminates confusion and finds the best assistance for each ticket, allowing issues to be resolved more quickly.

Consider an airport as a use case. An airport used an AI ITSM technology to better assist its 50 million yearly passengers, and the results were spectacular. The system classified and routed tickets more efficiently by learning from previous tickets and agent behavior, reducing the average repair time from 2.4 hrs. to 1.39 hrs.

This AI might potentially deliver immediate answers for 30% of repeated activities, decreasing IT worker effort and increasing productivity. All of these enhancements resulted in a 96.5 percent customer satisfaction rating.

Providing 24/7 Support

Chatbots are the most convenient approach to incorporating AI into ITSM. These tools are widely available and highly effective in their duties, with over 3 billion virtual assistants in use globally. The ability to provide round-the-clock service is perhaps the most significant advantage of chatbots for help desks. Users may face an issue at any moment, but most IT departments do not have enough employees to operate the help desk 24*7. Chatbots may step in for human agents when they are unavailable, assisting anytime a user requires it.

Chatbots are already intelligent enough to handle a wide range of fundamental concerns. As a result, they can handle a large number of IT support issues on their own. If a situation necessitates the intricacy of a human workforce, the chatbot can handle it and route it appropriately.

Informing Employee Decision Making

When such AI solutions route service tickets to employees, they can still add value. AI can give the context needed to assist IT professionals make the appropriate decisions faster by evaluating comparable instances.

Take a telecom company as a use case. The company’s technology is used to present a more accurate picture of each user’s position, such as how long they’ve been a client, what services they utilize, their consumer experience and overall journey, and the complexity of the issue. All of this information helps in providing the appropriate assistance more quickly.

IT employees can address problems more quickly and efficiently when they have more context to comprehend a ticket and its possible solutions when they get it.

How Is AI Changing The Way IT Service Desks Function?
Read a Blog post: How will ITIL help embrace the Metaverse?
Taking Care of Minor Infrastructure Issues

AI in ITSM can also enhance operations behind the scenes. If the underlying architecture of a help desk’s platform or the system for which they assist is broken, it will require more than a customer service call to repair it. Many of these issues may be detected and resolved by AI while IT staff members focus on other activities.

Because AI can process more data than humans, it can spot infrastructure or network faults more quickly. If the problems aren’t too complicated, it can address and solve them automatically before they cause additional interruption to ITSM services. If they are too difficult, AI can notify the right personnel so that they can resolve the problem.

IT staff may spend more time resolving consumers’ urgent requirements by automating infrastructure maintenance and enhancements. These fast fixes will almost certainly cut down on incoming tickets by preventing issues before they produce obvious discrepancies.

Final Words
Service desk analysts can devote more time to issues and difficulties that demand human problem solving and creativity if they spend less time on monotonous and repetitive duties. AITSM (Artificial Intelligence Service Management) provides a chance for your analysts to perform their best job—free of the humdrum, to accomplish the work they entered your organization to do.

Now is the right time to integrate service desk automation into your ITSM solutions. NLP, machine learning, and virtual assistants all save time and avoid errors, which is critical for ITSM and customer happiness. AI for ITSM Automation boosts IT service desks’ ability to provide self-service responses, combine people, processes, and technology to grow IT services, and provide outstanding service experiences.

Implementing an AI Service Management system in your firm will increase workplace efficiency and productivity, improving both internal employee experience as well as external customer experience. An AI Service Desk technology not only automates service desk jobs, actions, and workflows but also provides instant ROI to users.

Get ITIL Certification for Enhanced Service Management

If you want to improve your skills and future career prospects with ITIL 4 certification, Cognixia is here to help!

Cognixia is the world’s leading digital talent transformation company, committed to helping you shape your future & career by providing insightful digital technology training and certifications. We are here to give you the best online learning experience possible by expanding your knowledge through immersive training sessions and increasing your skill set. Individuals and organizations can both benefit from Cognixia’s highly engaging instructor-led courses.

We are an AXELOS Authorized Training Organization (ATO) that offers the learner a complete portfolio of ITIL online training & certification programs. Our ITIL 4 Foundation certification course is considered one of our portfolio’s most sought-after online training programs.

The ITIL training via Cognixia is provided by the industry’s most experienced, expert ITIL trainers and is delivered in line with the official AXELOS guidelines & curriculum.

With Cognixia’s ITIL 4 Foundation certification program, you get the hands-on practice that helps you clear the main ITIL certification exam effortlessly. Not just that, with our ITIL training course, you get to have the perk of lifetime access to the training’s learning material & video lessons via our LMS.

Learn and improve from the comfort of your home with our intuitive & comprehensive ITIL 4 Online Training.

This ITIL training course will cover the following concepts:

  • The concept of a service
  • Services, costs, risks. and service management
  • Service relationship management
  • The 4 dimensions of service management
  • Guiding principles of service management
  • Service value system
  • Service value chain
  • General management practices
  • Service management practices
  • Technical management practices

 

Tagged ITIL
  • Share
  • LinkedIn
  • FaceBook
  • Twitter
  • Youtube
  • RSS

Post navigation

〈 Why Is Demystifying Containerization Important?
Five Questions Every Project Manager Must Ask Before Starting A New Project 〉
  • Share
  • LinkedIn
  • FaceBook
  • Twitter
  • Youtube
  • RSS

Related Courses

Leading SAFe® 5.1 Training  (SAFe® Agilist Certification)
Leading SAFe® 5.1 Training (SAFe® Agilist Certification)
Professional Scrum Master – Level II
Professional Scrum Master – Level II
Certified Information Systems Security Professional (CISSP)
Certified Information Systems Security Professional (CISSP)
Machine Learning & Deep Learning
Machine Learning & Deep Learning

Recent Posts

ChatGPT and Data Privacy
ChatGPT and Data Privacy
Top 5 tips to deploy MongoDB with Docker
Top 5 tips to deploy MongoDB with Docker
What is the role of the P3O model in project management?
What is the role of the P3O model in project management?
What can ChatGPT NOT do?
What can ChatGPT NOT do?

Get future Insights

Subscribe to our newsletter for updates on our latest opportunities, courses and events.

  • This field is for validation purposes and should be left unchanged.

4th Floor, Collabera House,
Gotri, Sevasi Road, Vadodara,
Gujarat, 390021
+91-7227048672
  • LinkedIn
  • FaceBook
  • Twitter
  • Instagram
  • Youtube
Courses
  • Cloud and DevOps
  • Internet of Things
  • Development
  • Management
  • Mobile
Companies
  • Workforce Transformation
  • Hire Skilled Talent

Individuals
  • Upgrade Your Digital Skills
  • Get Hired
Resources
  • Blog
  • Tech News

About

  • About
  • Awards
  • Referrals
  • Careers
  • Locations

Support

  • Contact
  • Site Map

  • United States
  • Global
  • Refund Policy
  • Terms & Conditions
  • Privacy Policy
Copyright © 2023 Cognixia. All rights reserved
×
banner

Cognixia Special Offer