By Georgina Otubela
December 4, 2024
AI is rapidly transforming IT Service Management (ITSM), revolutionising traditional processes and setting a new standard for efficiency, agility, and user experience. As a service delivery expert with experience in the banking and financial sector, I have witnessed firsthand how AI- driven solutions can elevate service delivery and operational excellence in both predictable and highly dynamic environments. This article explores how AI is shaping ITSM today and how it will continue to evolve, reshaping end user and customer experiences, streamlining operations, and enhancing business operations.
Automation and Self-Service
AI-driven automation and AI-enabled service desks are reshaping service delivery. AI- powered chatbots provide immediate and consistent responses to customer inquiries while streamlining back-end processes like incident management, password resets, and ticket routing. This creates a more efficient, user-centric experience that can handle high volumes without sacrificing accuracy or timeliness. The adoption of chatbots meets the younger generation of the workforce where they are, there is no longer a need or preference to interact remotely or speak with an IT Support technician.
We are seeing common, previously repetitive tasks relating to the onboarding of new users be automated, freeing up the traditional level one support technician but placing greater demands on those working in IT support to upskill rapidly to stay relevant.
Predictive Analytics for Proactive Support
AI is revolutionising incident and problem management by leveraging predictive analytics. In the financial sector, where downtime and service disruptions carry significant financial and reputational risks, predictive AI solutions can analyse historical data, spot patterns, and proactively identify potential issues. This approach reduces mean time to resolution (MTTR), helps avoid outages, and enhances overall resilience.
AI can forecast demand spikes, such as events driven by market conditions and ensure resources are dynamically adjusted to maintain optimal performance. This level of insight transforms ITSM from reactive firefighting to proactive service assurance.
A forward look at the role of AI in ITSM
AI-driven data analysis and decision-making capabilities will increasingly empower service delivery teams. By analysing vast amounts of data from multiple sources when integrated with organisations ITSM, AI can offer actionable insights that go beyond human capabilities. This will enable IT leaders to make faster, more informed decisions regarding service strategy, incident response prioritisation, and capacity planning, creating a competitive edge.
ITSM professionals must evolve alongside AI. For service delivery teams, this means upskilling in data analytics and embracing AI’s capabilities to work in sync and leverage the technology for a competitive edge, and quite frankly, in some cases, just to stay relevant.
AI’s transformative role in ITSM is already evident, and its future impact promises even greater innovation. From enhancing automation, predictive capabilities, and compliance across numerous sectors, AI-driven transformation is reshaping service delivery. For service delivery professionals, this represents an exciting opportunity to lead AI-enabled change that blends efficiency, innovation, and ethical responsibility, driving unparalleled customer experiences across industries.
Georgina Otubela is a seasoned service delivery leader with 18 years of experience working in the IT Services industry. She has a technical background specialising in IT support and infrastructure support roles before pursuing a career in service management and leadership within the financial, media and gaming sectors in the UK. She has a genuine passion for delivering exceptional service and developing high performing teams, empowering them to achieve their goals through dedicated leadership and mentoring.
Georgina is an ITIL 4 Managing Professional as well as a Prince 2 & Prince2 Agile Practitioner. She is also a committee member of the British Standards Institute (BSI) and International Organization for Standardization (ISO), having recently contributed as a panel member as part of the ISO IT Service Management Standard Community discussing future proofing and enthusing future generations in Service Management.
Georgina is a STEM ambassador working with schools within the UK to promote and encourage young people considering careers within the technology and service management sector. She is also a Women in Tech advocate and mentor. You can connect with Georgina through https://www.linkedin.com/in/georgina-otubela/
