ITSM's next wave: AI and machine learning - ITOps Times

IT help desk technicians and administrators can't move fast enough to keep up with the flood of tickets that are coming their way these days. The good news is that help is on the way. Thanks to advances in artificial intelligence (AI), machine learning and predictive analytics, the ability to automate the resolution of IT service issues with little or no human intervention is now surfacing. Bringing AI and machine learning to facilitate self-service IT Service Management (ITSM) driven by bots, virtual agents and even using conversational computing capabilities is a common focus of the leading providers including ServiceNow, BMC Software, Micro Focus, Samanage, Atlassian and Ivanti, among many others. Several factors are now bringing AI into the ITSM equation, notably the availability of cloud-scale services, new programmable machine learning APIs that are now commercially viable and the introduction of virtual agents and bots into other customer service tools.