The role of machine learning in IT service management

The service desk acts as the "go-to" place for all IT-related needs and issues, typically managing incidents or service disruptions, requests, and changes. The service desk scope of work can be enormous and wide-ranging, depending on the nature and size of the organisation in question. As a critical function used by employees across a company, it needs to be managed appropriately. Technology has upended the way business is done across all industries around the world. At the same time, traditional IT service management (ITSM) solutions have become inefficient in maintaining customer satisfaction levels and meeting increasing customer expectations in a fast-paced digital world.