How IT service desk admin jobs will be transformed by smart automation

Currently, the automation that operates within our service desk tools is static, has very little built-in intelligence, and requires periodic human intervention to correct course over time. However, things will change as smart automation is enabled through machine learning applications. These smart automation capabilities are fluid and can learn from past data and experience to continuously maximise accuracy. The IT service desk tools - empowered with smart automation - can categorise incoming requests, assign them to the appropriate technicians, and suggest solutions without the need for any human support, by learning from the historical IT service desk data. Also, AI technologies, particularly machine learning, can look out for timeline patterns and ticket parameters to predict potential anomalies and failures like tickets that might violate SLAs.