CHAPTER 8: TECHNOLOGY CONSIDERATIONS
In this chapter, we take a look at AI, how it can be used to progress towards a smart service desk, and its applications in various areas.
Artificial intelligence
The impact of AI on existing service desks can fall into one of three categories:
1. Smart automation – using chatbots
•Categorising, prioritising and assigning tickets.
•Handling level 1 incidents with documented resolutions.
2. Strategic insights
•Finding the right window for pushing patches to large number of machines.
•Performing impact analysis to aid in change planning, implementation and review.
3. Predictive analysis
•Flagging reports that could violate the SLA.
•Identifying potential IT problems and change failure patterns.
Chatbots
A chatbot ...
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