Automating service management by using cognitive service
AI Service Management (Categorization and Classification) capabilities, such as automatically categorizing tickets, applying ticket templates, and responding to user emails, aim to improve service management experience for service desk agents by automating repetitive tasks. This automation saves time in resolving tickets and provides higher quality of service. Service desk agents find it time consuming to manually categorize tickets, and it can also lead to errors such as incorrect categorization and incorrect assignment of tickets. Similarly, tickets created without a template might require service desk agents to spend time finding relevant templates, which in turn increases the time taken to resolve the tickets. This inefficiency results in increased business costs and decreased customer satisfaction.
AI Service Management (Categorization and Classification) use cases automate many of these interactions and saves time with automated responses and faster ticket resolution. AI Service Management (Categorization and Classification) capabilities offers business users self-help by providing them with the links to the most relevant BMC Digital Workplace service catalog or knowledge articles. Business users can mark such tickets for closing and BMC Helix ITSM automatically resolves the tickets. Also, AR System administrators can configure the option for resolving the tickets automatically and communicate that information to business users. The cognitive service in BMC Helix ITSM provides custom options such as recommending risk level in Change Management and root cause in Problem Management. For more information, see Setting-up-the-cognitive-service.
The following use cases explain the key AI Service Management (Categorization and Classification) capabilities for automating service management:
Automatically categorizing tickets
The goal of this use case is to help service desk agents quickly resolve tickets without investing time in manually categorizing tickets.
Scenario
At Calbro Services, a service desk agent creates an incident for a broken printer by using the Smart Recorder or Ticket Console. Before submitting the ticket, the agent provides all the required information on the ticket form and selects the categories from the options provided in Smart Recorder. The manual process of categorization can be error-prone. The ticket might be assigned to an inappropriate group if it is incorrectly categorized. To overcome these challenges, the IT Administrator at Calbro Services configures and trains the cognitive service to automatically categorize the tickets.
Workflow
Automatically responding to inbound emails by providing self-help options and resolving tickets
The goal of this use case is to help business users resolve issues on their own by providing them with self- help options.
Scenario
At Calbro Services, a business user sends an email to the service desk email address that is configured for the organization. The IT administrator at Calbro Services configures and trains the cognitive service to respond automatically to emails by providing the self-help options. In this case, the business user receives an email that contains either a relevant Digital Workplace service catalog or the most relevant knowledge article. The business user can use this information to solve the issue.
- If the IT administrator configures the system to automatically resolve tickets, the incident is resolved automatically and a relevant work note is added to the incident. An email notification that is sent to the business user contains a link to reopen the incident.
- If the system is not configured to automatically resolve tickets, the incident remains open and a relevant work note is added to the incident. An email notification that is sent to the business user contains a link to resolve the incident.
Workflow
Automatically analyzing risk level for change requests
The goal of this use case is to enable change coordinators to determine risks involved in a change request.
Scenario
Consider a scenario at Calbro Services where a change coordinator creates a change request. While creating the change request, he needs to assign risks that might occur when the change request is implemented. Manually estimating the risk level can be inaccurate. By using AI Service Management (Categorization and Classification), the change coordinator receives recommendations for the risk level according to the historical data in the system. The IT administrator configures and trains the cognitive service by using out-of-the-box training datasets that are available in BMC Helix ITSM.
Workflow
Automatically analyzing root cause for problem investigations
The goal of this use case is to help problem coordinators determine the root cause while performing a problem investigation.
Scenario
Consider a scenario at Calbro Services where a problem coordinator creates a problem investigation. While performing the problem investigation, he needs to investigate the root cause of the problem. Manual analysis of the root cause can be inaccurate. By using AI Service Management (Categorization and Classification), the problem coordinator receives recommendations for the root cause according to the historical data in the system. The IT administrator configures and trains the cognitive service by using out-of-the-box training datasets that are available in BMC Helix ITSM.
Workflow
Benefits
AI Service Management (Categorization and Classification) leverages the next generation of artificial intelligence and machine learning capabilities that provide the following benefits in automating service management:
- Reduced service management costs
- Enhanced service levels
- Scalable service
- Improved service predictability
- Self service for users
Where to go from here