Since the emergence of ChatGPT subscription service in 2022 by OpenAI (an artificial intelligence research lab). Talk around the Generative AI has been loud and continuous. Also the leading service management platforms ServiceNow and Atlassian have reacted to this positive technological step. Both work with OpenAI and also utilize internal AI models to deliver AI based services for customers.
AI can provide numerous benefits for Service Management, here are a few:
- Improved Efficiency: AI can automate repetitive tasks, freeing up human resources to focus on more complex issues. This can significantly speed up resolution times. Use case examples are: categorizing and prioritizing tickets, monitor systems for abnormal activities and update knowledge base based on resolved incidents.
- Enhanced Decision Making: AI, through Machine Learning algorithms, can analyze vast amounts of data to provide insights and patterns that would be difficult for humans to discern, aiding in better decision making. Use case example are: analyze vast amount of customer feedback / product ideas and identify trends in data.
- Proactive Problem Management: AI can help predict issues before they become problems, allowing for preventive measures to be taken. This can dramatically reduce downtime and improve overall system stability.
- 24/7 Support: AI chatbots and virtual assistants can provide round-the-clock customer support, answering queries and resolving simple issues instantly at any time. Use case example: provide summary of ticket for end user.
- Personalization: AI can help in providing personalized experiences to users based on their past behavior, preferences, and other data. This improves the notifications sent by service management systems as the information is more personalized.
- Compliance checks: Generative AI can help to execute compliance checks. Use case can be for example to request AI to verify that all critical services have change management and access management practices implemented and recent evidence available in the service management system.
- Productivity of development : Generative AI can help you configure and script service management platforms faster by for example building workflow blueprints or script templates in a seconds instead of minutes or hours.
Cost Savings with generative AI depend on whether the AI can make operating more efficient than before. ChatGPT can be connected to service management platforms for example via Azure’s APIs utilizing azure subscription models or AI products can be ordered from platform providers.
For more information:
Azure OpenAI service: https://azure.microsoft.com/en-us/products/ai-services/openai-service/
Azure OpenAI pricing: https://azure.microsoft.com/en-us/pricing/details/cognitive-services/openai-service/
ServiceNow Generative AI: https://www.servicenow.com/now-platform/generative-ai.html
Atlassian Intelligence: https://www.atlassian.com/software/artificial-intelligence
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