How AI Can Improve IT Service Management In A Pandemic

IT service operations teams and their leaders are in the middle of the busiest weeks of their careers right now. They're scrambling to help many first-time work-from-home employees get securely connected as ITSM systems bog down under the weight of workloads they weren't designed for. Incident queues are thousands of requests long in many companies, waiting for assignment. A quick Pareto Analysis of an Incident Management queue with trouble tickets shows that approximately 75% to 80% of the requests for service are from the top 20% of connectivity and security login issues all IT users face. Adopting an AI-based approach to Incident Deflection that seeks the best IT service resource starting with help files and videos and then progressing to an IT service agent would reduce the queue quickly.