Intelligent routing for accelerating incident resolution
Scenario
Susan, the service desk manager at Calbro Inc, notices that some incidents related to network security are assigned to wrong support groups. The incidents are often reassigned multiple times before finally being assigned to the right support group which delays the resolution.
While creating the Failure in security server node incident , she wants to assign it to the relevant support group to resolve it. However, there are multiple support groups in the organization specialized in certain areas of network security. Susan is unaware of the relevant support group to which the incident needs to be assigned.
She leverages AI to predict the relevant support group based on the historical details of incidents closed by different support groups. To do so, in the incident creation form, she clicks 
next to the Assigned Support Group field. AI populates the field with the Network security handler A support group which has the relevant experience to resolve the incident.
Workflow for support group prediction
The following table describes the tasks to be performed for AI-based support group prediction:
User | Action | Reference |
|---|---|---|
ITSM Administrator | Configure the following CCS parameters as a prerequisite to enable AI-based support group prediction:
| |
ITSM Administrator | Set up incident rules for support group prediction. | |
ITSM Administrator | Configure cognitive service connection settings. | |
ITSM Administrator | Generate training data to train the algorithm on closed incidents of the past. | |
Service desk manager | Leverage AI-based support group prediction to assign an incident to the right support group with the relevant expertise and experience of resolving similar incidents. |
Results
By using AI-based support group prediction, Susan is able to assign incidents to a support group with the relevant experience which increases the chances of faster resolution, thereby improving the overall performance of service management team.