Leveraging AI Service Management capabilities
AI Service Management or AISM is the application of artificial intelligence (AI) to service management by leveraging technologies such as Natural language processing (NLP) and clustering techniques. AISM is an emerging approach that aims to solve the increasing challenges of traditional IT service management, and is focused on proactive prevention, faster restoration of services, and rapid innovation. Service desk agents perform a variety of time-consuming, repetitive tasks that can be easily automated. Automation can thus help service desk agents by resolving tickets faster and providing a higher quality of service.
The following table lists some use cases that apply AISM and you can achieve by using BMC Helix ITSM:
Use case | Business value | User |
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Enables problem coordinators to configure, run, and view results of the clusters of closed incidents for proactive problem management that helps in automatically finding problems from the incident data on-demand or periodically. | Problem coordinator | |
Enables Service Desk managers and agents to analyze incoming incidents for similarity, identify clusters of incidents that refer to the same situation, and relate multiple duplicate incidents. |
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Enables Service Desk Managers or Major Incident Managers to view clusters that have a high influx of incidents in a specific time window, which can indicate the possibility of a major incident. Service Desk Managers or Major Incident Managers can then conduct further analysis as part of the Major Incident Management process. |
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Enables end users to resolve issues on their own by providing relevant BMC Helix Knowledge Management by ComAround knowledge articles. |
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