Why CIOs Who Digitize the IT Help Desk Win with AITSM
The rapid expansion of AI technology in the workplace is transforming the IT help desk and service organizations. The impact made by CIOs who act assertively to apply AI in ITSM (AITSM), CSM, and operations are profound. That’s because an organization’s ability to master the challenges and opportunities of AI can determine whether it thrives or struggles in the new digitized environment.
Disruptive technologies like AITSM bring CIOs to the forefront, creating excitement and opportunities for the entire organization. But this expanded role brings its own unique pressures, expectations, and accountability. The impact of digital transformation lands with particular weight on the CIO, even as benefits accrue, including operational process improvements, cost savings, new revenue sources, and amazing gains in customer experience.
According to IDG, improving operational efficiency continues to drive the adoption of digital transformation technologies. One fact emerging is that organizations transforming the most successfully have begun to use AI technologies to improve customer relationships and information exchange.
AITSM Has Become the CIO’s Domain
CIO adoption of AITSM is becoming both more strategic and more tactical. Strategically, CIOs are automating to bring about overall better customer experiences, raise operational cost-efficiency and improve employee productivity. Also, 43 percent of organizations, according to IDG, expect digital business to drive revenue growth.
When it comes to more hands-on efficiencies, AI enables users to employ self-service for mundane but vital tasks like password reset, VPN Access, two-factor authentication, application provisioning, onboarding and offboarding, user hardware and software procurement and licensing, desktop services, end-user computing, and handling of common security incidents.
The reality is that the influence of AITSM will only continue to grow, helping reduce costs, increase productivity, forecast IT issues, identify problems, manage change better, and improve key metrics.
Responding Creatively and Boldly to Change How AI Transforms IT
But AI is about more than just providing tools to workers; it is about inhabiting a new environment. Amazon, for example, has been able to break ground in automating, innovating, and applying data-driven solutions to diverse business challenges.
For a technology organization to fully realize the benefits of these technologies, it will require greater insights into the organization than ever before. But these won’t all come from machine learning and analytics on big datasets. Employees and leaders from all corners of the enterprise hold in their heads critical information and CIOs need to be visible, collaborative evangelists for integrating that know-how into systems.
Shaping the Vision, Integrating and Sustaining the Team
CIO’s have risen to the responsibility of creating a team that is capable of adapting and thriving in a rapidly transforming digital environment.
Constant change is the norm from now on. Realizing that AI technology will keep evolving even as it’s being implemented, CIOs will continue working even more aggressively to integrate AI into the overall enterprise vision. Such innovators as Bill Gates and Steve Jobs had a vision for their companies that embraced change, even if they didn’t always know what path that would lead them on.
“Look for critical business points where human interaction or human expertise adds value.” The role of CIO is more critical to the organization than ever before, which can create a high-stress environment. Dynamic change will bring about the collapse of some business fiefdoms, but the CIO can keep people holistically involved and moving forward—and AI technology can help with this. AI projects are a unique challenge due to their scope, projected value, and the nature of the data they touch. To surmount hurdles, CIOs should set realistic expectations, identify optimal use cases and create any needed new organizational structures.“
What Lies Ahead in AITSM?
Projecting next-generation uses for AI as it grows more sophisticated is a popular occupation. Although right now, CIOs are looking for cost reduction and greater efficiency, maturing AI technology will bring more transformative and strategic impacts. For example, CIOs are anticipating AITSM advances that change the delivery of IT help desk services profoundly. AITSM solutions can automatically assist service agents with ticket classification, make a decision that automatically categorizes an underlying problem in employee requests, and intelligently assign incoming requests while fulfilling basic requests through task automation.
And that’s just the beginning. We can use ML models to watch how humans execute processes like onboarding in order to automate future processes. AITSM tools can help forecast and fulfill a user need before they even have a problem. This includes detecting anomalous behavior—even across multiple IT systems—and alerting IT staff before an incident occurs. IT is moving away from merely reacting to requests to delivering predictive, prescriptive, and personalized responses that resolve incoming issues quickly. Proactive automated remediation for workplace issues is now becoming commonplace.
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