The Role of AI and Automation in Optimizing ITSM Processes for Efficiency

Resolving incidents and problems in an IT service management (ITSM) solution is a constant process. Devices break, users require assistance to resolve issues, and systems fail spontaneously. To reduce mean time to resolution (MTTR), automation and artificial intelligence (AI) in ITSM solutions have come a long way. From sentiment analysis and case deflection to the automation of workflows and ticket routing, ITSM solutions are now smart enough to quickly deflect and resolve many routine incidents. This not only reduces the firefighting in ITSM but helps deliver improved end-user/customer satisfaction within an organization. In the end, IT and service agents look like heroes and easily meet their service-level agreements (SLAs) by reducing MTTR. In this webcast, you’ll hear from Director of Product Marketing Seyi Verma and Senior Sales Engineer Sean Sebring on how AI and automation can do the following: • Help deflect incidents and reduce help desk tickets • Aid and optimize ITSM processes for efficient operations • Provide faster incident and problem resolution • Deliver higher end-user/customer satisfaction