Covering Disruptive Technology Powering Business in The Digital Age

How Artificial Intelligence Is Changing IT Service Management
November 10, 2022 Blog


Written by: Khairul Haqeem, Journalist, AOPG.

The year 2022 is rapidly coming to a close. In the realm of technology, one trend or fad that has caught my attention this year is the incredible role that AI is playing behind the scenes across the board. The artificial mind is keeping up with the job and data load, learning how to simplify, speed up, and improve processes across industries including education and agriculture.

There’s little doubt that AI and machine-learning in particular will play a significant role in IT Service Management (ITSM) during the next few years. What, if anything, does this remark imply for operations, and what can companies do to ensure that AI is actually being utilised to enhance their capacities? To address that question, consider the following examples of the remarkable digital changes brought about by AI in the ITSM landscape:


I’ve heard that some of you, particularly in Malaysia, have interacted with “Virtual Assistants” in official capacities. The Employee Provident Fund of Malaysia (EPF) has an artificial intelligence chatbot called ELYA, and it has become rather popular since the pandemic lockdown. However, I will acknowledge that interacting with a chatbot is rather hit-or-miss, and that I much prefer human service. Some Frequently Asked Questions (FAQs) may be answered with little to no human involvement; this is especially helpful when using a chatbot because it indicates that the person asking the question isn’t very adept at looking for answers.

In fact, 53% of companies who use chatbots do so in the IT department, according to data compiled by Spicework. The solution may be as simple as directing the user to an appropriate item in the knowledge base, or it may need more drastic action, such as placing the user in a special high-priority assignment pool. This eliminates the need for the human-based mechanism that previously operated as a gatekeeper whenever IT tickets were to be escalated beyond the first assignment groups.

Courtesy of KWSP

Task Automation

Robotic Process Automation (RPA) is software that uses artificial intelligence to learn and then automate rule-based business procedures. RPA lets users make bots by modelling human digital workflows. That is to say, once a ticket reaches the appropriate assignment group, the AI’s machine-learning algorithm will analyse all of the information it has been given and figure out how to automatically resolve it. With RPA, comparable issues may be addressed in bulk, requiring fewer people and fewer resources to resolve. Simple, repetitive, and time-consuming operations like form filling are common examples of what RPA can do.

Spending by end-users on RPA software is expected to reach USD $2.9 billion worldwide in 2022, up 19.5% from 2021, according to the most recent projection by Gartner. This demonstrates that RPA’s function as a task-automation tool has evolved into an essential facet of ITSM.

Natural Language Processing and Understanding

The NLP-based virtual agents can respond with pre-programmed responses if the employees’ demands are well-defined and consistent. It’s crucial that initial training for virtual assistants includes the ability to understand commonly used definitions, words, and answers. In a dynamic setting, such as the IT service desk, however, virtual agents must also be able to receive unstructured and unpredictable inputs, transform them into a structured form, and then act upon that form. For example, NLU-based virtual agents can more accurately interpret user meaning by spotting misspelt words, contractions, and colloquialisms, enabling them to have more natural interactions and a more human feel.

By combining NLP with NLU, we can improve a virtual agent’s capacity to communicate with humans in a more natural way. IT departments may improve their MTTR and cost per ticket without jeopardising service quality or losing control over the system if they can provide IT services to workers in real-time while sticking to established procedure routines.

The Evolution of ITSM to AITSM

IT departments today are living proof that no one anticipated a moment when every employee would want assistance at the same time while designing an IT service management system.

The problem with each new technology is that we become so excited about what it can do that we overlook the most basic question facing any endeavour that introduces a new service: Why? When will we know whether our efforts have paid off? If it does not benefit the investors, why should we do it? Knowing what is needed to sustain and enhance AI is likewise vital to any effort’s long-term success. To what extent will the AI technology your company adopts reflect its core beliefs and strategic priorities?

In truth, one of the most significant viewpoints on how IT must adapt to incorporate more AI-enabled ITSM and other business solutions should begin with yours.