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Although organizations would probably like nothing more than to put the stress of the pandemic behind them, the logistical and technological changes that had to be made are something that will continue to stay around for years to come.
Throughout the pandemic, businesses experienced a heightened sense of urgency surrounding the need to adopt tools that reduce the amount of manual labor required for their IT professionals. In fact, largely due to the increase in remote work, ticket volumes in ITSM have increased by over 35 percent over the past year. That increase is completely unprecedented, especially compared to the historically annual ticket volume increase of 3-5 percent per year.
Interest in automation is everywhere right now and IT service desks in particular are seeking ways to do all three by increasing speed, reducing costs, and improving quality. Automation and AI, both offer a solution to overworked, underfunded, and under pressure IT departments that will positively affect IT departments across all three of speed, cost, and quality.
It is true that large organizations have been able to leverage AI to reduce costs and improve productivity, particularly in the realm of chatbots and business process automation. This is largely because enterprises usually operate in the kind of Big Data environment that AI/ML processes need to truly thrive. With thousands of incidents, incoming support calls, and large customer databases, it’s easy to see how modern AI tools could benefit from access to such significant quantities of data.
In IT, the winner in the race to success is often the company that has the capability to adapt to change the fastest. This means ITSM solutions that are highly adaptive and can extract the most possible useful information out of available data without delay. In the world of ITIL and ITSM, this need for adaptability was reflected in last year’s release of ITIL 4. Most ITSM professionals would agree that ITIL 4 is a significant departure from its predecessors in terms of its focus on providing customer value.
We present to you, “Top 10 ITSM Solutions Providers - 2022.”
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