ITIL, which stands for the Information Technology Infrastructure Library, is a series of books meant to provide businesses with a framework to successfully implement information technology into an organization to ensure it provides maximum value.
First commissioned in the United Kingdom in the 1980s and later revised, ITIL has been adopted in both the United States and Canada and serves as a management reference.
ITSM, which stands for IT Service Management, is the combination of policies, products, and processes that your company uses to ensure your information technology meets the needs of your employees and customers.
What does artificial intelligence (AI) have to do with ITIL or ITSM? At the most basic level, it’s pretty simple: in a world dominated by technology (iPhones, tablets, and mobile devices), no IT policy could reasonably exclude AI because, well, it already exists there.
Smartphones, for example, are a perfect example of mainstream AI software in which simple spoken commands are converted into Internet searches, phone calls, reminders, etc. This same technology has already made its way into business applications and no IT strategy is complete without it.
We’ve all heard the mantra, “practice makes perfect,” and in 2017, that applies to AI as well. The longer you have an AI system in place, the more data it accumulates. The more data it accumulates, the more effective it becomes.
AI has the ability to create logs of events and actions for IT management to analyze for patterns. This means that the software can record every variation of the phrase, “my email isn’t working,” and IT personnel can determine when these issues are happening most often, what systems are most affected, and whether certain groups or individuals are more likely to complain.
A functioning helpdesk is at the heart of any IT department. With an AI-enhanced helpdesk, the repetitive tasks that were once the responsibility of IT employees become automated, freeing up valuable time for more strategic and complex work.
Additionally, by managing complaints and requests, an AI service desk not only benefits the IT department, but virtually every other department within your organization.
To further understand how AI can enhance your IT helpdesk and make it more valuable over time, download your free eBook today.