Five Tips For Preparing Your IT Service Desk To Be Ready For AI Adoption
Unless you have been living in a cave for the last two years, you be aware of the buzz and scaremongering around artificial intelligence (AI). Where are the implications of AI at work in IT support? What is your IT service desk supposed to be doing right now? This blog examines the AI usage cases currently being implemented by IT support teams, as well as the overall degree of interest and acceptance. Five helpful tips will be discussed to prepare your IT service desk for AI. These are the current applications of AI within IT Support. I'll leave out the discussion about the definition of AI is. Instead, I'll jump to the current use cases being provided to IT support teams and being implemented by IT support teams (plus other teams).
Tips for preparing your AI-powered Service Desk In light of the above mentioned AI-related opportunities and data You may be wondering where to start the IT service desk's AI journey.
Here are five steps to aid you in preparing your IT service desk for AI
Do something right now. The most significant lesson from the early adopters in IT service desks as well as across other industries, is that AI adoption is likely to be slower than you anticipate and is not a matter of turning the technology on. This could result in your business to be slower to adopt AI. Lack of budgets shouldn't be a reason to avoid this and you have the chance to start a preliminary investigation and research through successful customers of technology vendors and your peers a low-cost initial step. This will help you to support your business case for AI-enablement when the moment is appropriate. Therefore, you should begin to learn what's out there - technologically speaking - in more detail, starting with the current ITSM tool supplier. You can then look into the work your colleagues are doing; this will not just highlight opportunities but also their mistakes and the technology they've thought of and ultimately chosen. This is to help you see the potential of AI. It is essential to keep your eyes on the problems and challenges your business is facing rather than the technology itself. For example, working with staff shortages or the need to speed up resolution of issues.
The AI-adoption "elephant" in the room needs to be addressed immediately. In addition to the AI hype, there has probably been even more written about the effect AI could have on the job market - of course, "bad news sells." There's an important function for change management in the workplace for employees who are perhaps worried about the introduction of AI-enabled capabilities, in particular, needing to be informed as early as possible of what's happing, why, and the impact it could have on them. This is a fantastic opportunity for employees to realize that AI is replacing traditional IT support tasks, not specific roles. As AI becomes available employees can ask "What's the benefit to me?". That includes the ability to free themselves from mundane, low-value work as well as the potential to enhance their abilities and get more rewarding jobs.
Inform people about what AI can and will be used for. This will aid you in tip number 2 and will help you manage your expectations of AI. Of course, your IT support vision for AI may also include long-term capabilities that aren't yet in the realm of possibility.
Be sure you IT helpdesk automation is equipped with the appropriate knowledge to implement AI. Don't underestimate the importance of knowledge management to AI success - knowledge is a vital fuel for machine-learning-powered capabilities. It is first necessary to evaluate the status quo, to be aware of what you have and the quality of it. Then, it's likely to be followed by a further investment to ensure you have everything necessary - knowledge-wise - to ensure success. For example, an IT chatbot that supports customers requires knowledge in order to function - with this being applicable to scripted chatbots and those that use machine learning. In any case, the starting point for what an IT chatbot for support knows is what service desk analysts know, i.e. What's in your FAQs as well as captured knowledge articles.
Take a look at both frontend and backend possibilities to use artificial intelligence (and automation). artificial intelligence is getting lots of attention right now, with chatbots and virtual assistants taking the majority of the spotlight. Similar to IT self-service, where organizations were pleased with their Amazon-like interface, but didn't implement backend automation to help with fulfillment - don't lose this big opportunity for increased efficiency, less cost and a better user experience.
