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How AI-Enabled ITSM Helps Drive Business Growth



How AI-Enabled ITSM Helps Drive Business Growth

Today’s CIOs want to transform their digital workplaces to maintain a competitive edge and lead in their markets. To drive digital business results, enterprises are seeking IT management solutions that foster greater customer experiences, increase the speed of execution, boost productivity and accelerate new products and services.

Let’s take a look at how AI-enabled ITSM can help chief information officers (CIOs) find more affordable, efficient methods for IT service management and free up valuable resources for true digital transformation projects.

CIOs as Drivers of Growth

Gartner’s 2018 CEO Survey revealed that CEOs’ top priority is growth. So then, it has never been more important for CIOs to work with their peers from line-of-business. If CIOs don’t focus on the business demands of digital transformation, they will become less and less relevant. CIOs must be instrumental in solving business problems in the digital age, including:

  • Simplifying interactions between business and IT
  • Attracting and retaining the right breadth of skills
  • Working together as one team, pulling in the same direction
  • Dealing with flat budgets and growing business expectations

The Adaptive IT Organization

Gartner identified a huge potential gap in business impact between the business expectations for IT and the projected business impact based on IT budgets. To meet business expectations, CIOs must become more adaptive. An adaptive IT organization accelerates the rest of the business rather than hindering it.

The best way to become adaptive is to transform IT and IT Service Management. Some analyst firms consistently identify ITSM as a hub of digital transformation and change. What’s new are the ways AI, automation and predictive analytics are redefining ITSM’s role in business innovation, services, and organizational reinvention.

CIOs need to rethink their approaches and priorities in these four key areas:

  1. Technology – In today’s digital environments, CIOs need to define and document policies for acquiring new technology. Using automated tools to perform asset inventory will take tech management up a notch, as will using automated provisioning and deployment tools.
  2. Business management – To align with business objectives, define key performance indicators (KPIs) based on business performance indicators. Unite the IT planning and business planning processes.
  3. Process management – Put in place a formal IT service desk and incident management process and acquire a tool to automate service requests and fulfillment.
  4. People – Create a training plan that bridges technology and business skills, and increase staff skills by creating competency centers.

Today’s AI-Enabled ITSM

If companies don’t move to a new approach to ITSM, they will fail to take advantage of the potential benefits of new technologies like AI and automation. To illustrate: In 2008, the average cost of an incident (IT Service ticket) was $29 for walk-up service. In 2018, the cost is $50.

Employees are often frustrated with the service desk experience. They expect “consumer-like” experience for IT services. On the other hand, IT operations staff’s productivity is strained by repetitive and low-value tasks. AI transforms the way IT services are managed and delivered. This substantially reduces demand on operators, enhances the user experience of services and optimizes IT management. From natural language conversations for end users that lead to an automated resolution to real-time dashboards that feature key business metrics, AI shifts the paradigm in IT management.

Best Practices to Get the Most out of AI-Enabled ITSM 

A key way to maximize the effectiveness of AI-based ITSM is to use a virtual agent for end-to-end auto-resolution. At the customer environment, end users use multiple channels to interact with a Natural Language Processing (NLP)based digital agent. This agent will help users resolve about half of the issues that come up, including automatically enabling VPN and Wi-Fi, installing software on users’ machines and adding users to distribution lists. The agent also files service requests and incident reports on behalf of users if the issues aren’t auto-resolvable.


  1. Digital agents for operations: Users converse using natural language via chat or voice interfaces and receive personalized and intelligent responses.
  2. Knowledge-driven intelligence: How a solution that can combine knowledge within the system and public knowledge to deliver value.
  3. Predictive Diagnostics: Leveraging AI, you can address the use cases around identifying root cause analysis, alarm reduction, and predictive diagnostics.

By implementing AI and applying these best practices to ITSM, CIOs have a significant opportunity to take their businesses to the next level. Precious time and other resources can be conserved to refocus efforts on those projects that will truly be transformative.

Satyen Vyas has been the chief executive officer at Symphony Summit since 2013. Currently based in New York, he has led the company’s growth from a startup to a global entity with customers and partners in North America, India and Southeast Asia. Prior to Summit, he was a vice president at IBM in India and South Asia, where he was instrumental in growing the company’s x-Series servers to a market leadership position. He also served as general manager for mid markets at Dell India, and spent 12 years building Vitage Groyp into a leading IT systems integration and services player in the Indian market.