AI-powered Service Management: Streamlining Incident Management in JSM using Atlassian's Virtual Agent and Cprime's Custom AI Technology

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©2023 Cprime, Inc. All rights reserved and no copying without express written permission.
Turn Ideas into Action Faster
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Streamlining Incident Management
in JSM using Atlassian's Virtual Agent and Cprime's
Custom AI Technology
AI-powered Service Management

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©2020 Cprime, Inc. All rights reserved and no copying without express written permission. WWW.CPRIME.COM | 877.753.2760
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Turn Ideas into Action Faster 4
Meet our Speaker
Clayton Chancey
ITSM Practice Lead, Cprime
Josh Judd
AI Chief Architect, Cprime

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Objectives
01 What is AI?
02 What is IT Service Management?
03 AI-Empowered Service Management
04 Leveraging AI for Business Success

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Polling Questions

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Which ITSM disciplines do you have conﬁgured within your tools?
● Incident Management
● Service Request Management
● Change Management
● Asset Management
● Knowledge Management
● Other
Poll Question #1
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● Deﬁnition
○ IT Service Management (ITSM) is a strategic approach to designing, delivering, managing, and
improving IT services within an organization, ensuring IT services align with business needs,
deliver value, and ultimately promote enterprise agility.
● Key Players
○ ServiceNow
○ Jira Service Management
○ Cherwell/Ivanti
○ BMC Remedy
● Beneﬁts
○ Operational efficiency
○ Reduced cost
○ Increased customer satisfaction
● Risks
○ Poor implementation can lead to over- or under-cooked solutions
○ Bad organizational change management prevents adoption
What is IT Service Management?

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Polling Questions

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Which best represents GenAI on your service management roadmap for
2024?
● We’re interested
● We have identiﬁed use cases
● Use Cases are funded
● We’re beyond use cases and looking to scale
Poll Question #2
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● AI: Software that does something which previously required a human mind
● The Large Language Model (LLM) is one type of AI
● OpenAI (makes ChatGPT) is one company with LLMs
● Google, Meta, Microsoft, and others also have LLMs
● Today’s powerful LLMs can beneﬁt every department in an org
● “Content generation” is the best known use case for LLM-based AI
● Killer apps? Connect knowledge to an LLM, and have it apply the knowledge
● However, the the risks are equally important:
○ 75% of surveyed orgs either banned ChatGPT or are working to do so - why?
○ If an LLM “sees” your data, you’re sharing it with whoever “sees” into the LLM
○ This is unprecedented – it is not like a cloud VM, or other SaaS cloud systems
○ If another org controls your LLM, they get access to everything the LLM sees
○ Who do you trust that much? Does any trusted vendor get all of your secrets?
○ In short, you control the LLM, or constrain what it can “see”
What are AI and LLMs? Implications of using them?

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PrimeAI™ Technology
A modular Generative AI technology framework that
provides you with a private customized LLM platform to
accelerate AI-based use cases.
● Works alongside users, providing constant guidance
and personalized assistance.
● A private model that learns, retains, and utilizes your
business's unique information.
● Combines the power of an LLM with a ﬂexible variety
of data sources and tooling platforms you already
use.

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● Definition
○ Integrating AI technology with ITSM processes to optimize Time to Resolution
(TTR). Using AI to “Shift Left” for customers, enhance decision making for
Agents, and create smarter, predictive, automated service workflows.
● Example Use Case
○ ITIL v4 Incident Workflow
AI-Empowered Service Management

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Atlassian Virtual Agent
A JSM-native Generative AI tool that integrates with
enterprise chat platforms to manage customer
communications, perform initial triage, and facilitate
touchless issue resolution.
● Atlassian’s Intent Engine allows admins to supply
training inputs and define conversational flow.
● All interactions are fully reportable, including tickets
escalated versus resolved by the Virtual Agent.
● Harness the power of your integrated Confluence KB
to generate company-specific, meaningful
suggestions based on internal KB articles.

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Demo
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Polling Questions

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What areas within Service Management do you anticipate the
most value for GenAI?
● Incident Management
● Service Request Management
● Change Management
● Asset Management
● Knowledge Management
● Other
Poll Question #3
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Improved Operational Efficiency
► Accelerated Content Creation
► Automated Customer Support
► Supply Chain Optimization
► HR and Recruitment
► Robotic Process Automation
Enhanced Decision Making
► Streamlined Data Analysis
► Augmented Decision-Making
► Prioritization & Routing
► Sales Forecasting
► Automated Threat Intelligence
Increased Customer Satisfaction
► Enhanced Customer Experience
► Chatbots & Copilots
► Tailored Virtual Personal Assistants
► Social Media Management
► Reduce Time to Resolution
Creating Competitive Advantage
► Fraud Detection
► Risk Management
► Market Research
► Preventive Maintenance
► Quality Control
Leveraging AI for Business Success

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Polling Questions

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Which of the following outcomes are you seeking through AI Adoption?
● Improved customer satisfaction
● Increased operational efficiency
● Enhanced decision making
● Competitive advantage
Poll Question #4
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Keep the Conversation Going…
Check out Cprime’s upcoming webinars, read our blog, and
download resources such as whitepapers and case studies:
www.cprime.com/resources
Claim your GenAI Discovery Workshop here:
https://www.cprime.com/ai/genai-discovery-workshop/
Reach out to Cprime at learn@cprime.com

QUESTIONS?
www.cprime.com | 877.800.5221 | +44 (0) 203 811 0424
Questions?
www.cprime.com | 877.800.5221 | +44 (0) 203 811 0424
Questions?

QUESTIONS?
www.cprime.com | 877.800.5221 | +44 (0) 203 811 0424
Thank You
www.cprime.com | 877.800.5221 | +44 (0) 203 811 0424

AI-powered Service Management: Streamlining Incident Management in JSM using Atlassian's Virtual Agent and Cprime's Custom AI Technology

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