„AI will fundamentally change every software category, starting with the biggest category of all – search!“

Microsoft CEO Satya Nadella – 7 Feb 2023

Areas of application for AI in enterprise service management

Steffen Fuhrmann
Steffen Fuhrmann
VP ServiceNow & AI

Every business area is constantly on the lookout for increased efficiency and optimization. In enterprise service management, there is enormous potential for optimization, for example in the areas of straightforward problem resolution, increased user productivity, a reduction in service desk requests, lower operating costs and improved user-friendliness in your company.

With AI, service management is responding to the following key challenges:

  • Ticket Routing
  • Creation of master tickets
  • Problem management
  • Proposed solutions
  • Change risk analysis
  • Early detection of malfunctions in monitoring
  • Anomaly detection

Use cases

Four exemplary use cases of GenAI in ITSM

Self-service ITSM support

Reduction of the service desk’s workload thanks to AI-supported self-service

Incident ticket summarization

Generation of clearly formulated and summarized incidents

ITSM knowledge management

Continuous updating of knowledge articles

Advanced knowledge search for ITSM issues

Improving the search for problems using generative artificial intelligence

Roadmap – AI in Enterprise Service Management

AI-Roadmap for the Enterprise Service Management using the example of ServiceNow

Definition of business case

Start with an understanding of the business cases where AI can add value. Consider areas where content generation, automation or data analysis can increase efficiency and improve results.

Pilot

Start with a pilot project or proof of concept to test the effectiveness of GenAI in your organization with features such as text summarization.

Evaluation

Consider ways of evaluating the AI results when defining the business case. Define the KPIs and measures to be used. Then evaluate based on these measures.

Celebrate success

Celebrate successes in your company. Promote the result and get people and business units to present their business case.

Scaling

Expand to more complex functionalities and gradually increase the use of GenAI across different departments or processes.

Contact us now to find out more about the possibilities of using AI in enterprise service management!