Unless you've been living in a cave over the last two years, you'll have seen all the hype - and sometimes , the scaremongering around the potential of artificial intelligence (AI). But where are we with AI for IT support? And what should your IT service desk be doing about it right now? This blog examines the AI usage cases that are being adopted by IT support personnel as well as the rate of acceptance. Five helpful tips will be discussed to prepare your IT service desk for AI. These are the most current use cases for AI in IT Support. I will skip the discussion on what AI is. Instead, I'll move to the current use cases being presented to IT support teams and being adopted by them (plus other teams).

Tips to prepare your AI Demo. In light of these numbers and opportunities, you may be thinking about where to start your AI journey in your IT service desk. Here are five steps to help you prepare your IT service desk for AI.

Begin to take action today. One of the most important lessons learned from early-adoptering IT service teams as well as other areas, is that AI adoption could be slower than you anticipated. It's not about simply activating the technology. It could also mean that your organization will be slower to adopt AI. The lack of relevant budgets doesn't mean you have to be excused here, with the opportunity to conduct preliminary research and find out the facts through successful customers of technology vendors as well as your peers a cost-effective initial step. This can assist in the development of your argument for AI-enablement when it's time to make the right decision for you self-service IT support. Learn more about the technology available, beginning with your current ITSM vendor. Next, look at the work of your competitors. This will enable you find opportunities, and highlight their shortcomings. In both cases, this is to help you see the potential of AI feasible, and it is being crucial to concentrate on the challenges and issues your company is facing, not on what the technology will do. For example, working with staff shortages or the need to speed up issue resolution.

Take care of AI's "elephant in the room" ASAP. Take care of the AI-adoption "elephant in the room" immediately. This is a fantastic chance for employees to be aware that AI will replace routine IT support functions, but not roles. When AI is introduced the employee can ask "What's the benefit to me?". That includes the opportunity to be free from mundane, low-value work and the possibility to increase their skills and take on higher-paying jobs.

Instruct the public on the various applications AI can and should be employed for. This will not only help in the second tip, but it can also help control people's expectations about AI (that could be excessively high due to the AI hype). Your IT support strategy for AI could also include long-term capabilities that aren't yet available.

Make sure that your aism is equipped with the right knowledge is able to take advantage of AI adoption. Don't underestimate the importance of knowledge management to AI success - knowledge is a vital fuel for machine-learning-powered capabilities. To determine the current status quo and understand your current knowledge it is first necessary to assess the quality. The next step is likely to be a further investment to ensure that everything you need - knowledge-wise, to be successful. The IT support chatbot's capability to function will require knowledge. This is true for both scripted chatbots as well as ones that employ machine learning. The starting point for chatbots that are IT chatbot support chatbot to be aware of what service desk analysts know is the i.e. the information contained in your knowledge articles and FAQs.

Both the frontend as well as backend options for AI (and automation) are worth considering. artificial intelligence is getting a lot of attention at present as chatbots and virtual assistants taking the majority of the spotlight. Like IT self-service where companies enjoyed their Amazon-like interface, but did not add backend automation for fulfillment, this huge opportunity is open to companies looking for faster speeds as well as lower costs and more enjoyable user experience.