By Enterprise Technology Review | Friday, March 08, 2019
The rapid evolution of digital space has resulted in increasing strain on IT service teams as these teams have minimal resources to address a customer’s query. Enterprises need an efficient service management solution to address complex issues and reduce downtime.
Recent technological innovations can enable companies to offer all-around customer service with great efficiency and accuracy. These tools can enable companies to use their workforce more productively to facilitate rapid business growth. Here is a list of tools that can help to make advanced IT service management (ITSM):
Artificial Intelligence (AI): AI tools can provide efficient service desk help to employees by creating digital agents that understand employee requests. These tools can also trigger automation whenever it is required. AI tools can also automate redundant and repetitive tasks, enabling faster business processes. Furthermore, AI tools can be used to automate many manual IT tasks like allowing printer access, WI-FI access, password resets, installing software on user laptops, and creating accounts.
Mobility: Employees and analysts need remote access to get their work done while being on the move. Enterprise can offer ITSM functions in mobile applications and other responsive designs to get the maximum out of their employees. According to a report by EY, 67 percent of the respondents integrate their mobile strategy into their broader business strategy. Mobile access will enable employees to request services and report incidents remotely. It will also allow analysts to review and assign tickets and handle ticket escalations.
Enterprise service management (ESM): ESM uses the principles of ITSM to offer service management across multiple operations in an organization. Enterprises need ITSM tools that can support various degrees of isolation between different business units. ITSM tools will allow ESM tools to track service levels, maintain trails of services request and incident reports, and create dashboards for various users to visualize status.
With the rapid evolution of the digital world, enterprises need rapid service ticket responses. ITSM tools can leverage many intelligent tools like artificial intelligence, end-to-end-automation, machine learning to enable efficient business growth.