This document discusses how AI is changing IT service management (ITSM) through automation. It describes how AI can improve key areas of ITSM like incident and problem management by reducing resolution times and call volumes through virtual agents, predictive analytics, and smart recommendations. The document provides tips for implementing a successful AI strategy, including identifying objectives, cleaning data, establishing metrics, and focusing first on improving human performance with AI assistance rather than replacing humans.

1. AI-DRIVEN AUTOMATION FOR ITSM
DAN TURCHIN | APRIL 2018 | UK SNUG

2. KEY TOPICS
1. HOW AI IS CHANGING THE WORLD
2. HOW AI IS CHANGING WORK
3. HOW AI IS CHANGING ITSM
4. TOP SIX LESSONS TO SUCCEED
WITH AI
5. WHAT’S AHEAD
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3. 3
“Every problem can be solved
with data. AI is a fundamentally new
approach to eradicating the world’s
biggest threats.”
-World Health Organization
Collect
Clean
Train
Evaluate
Iterate
Learn
SAVING THE WORLD WITH DATA
“If it can be predicted, it’s better left to
machines. If it requires intuition, it’s better
left to humans.”

4. 4
HOW AI IS CHANGING THE WORLD
IMPROVING THE HUMAN CONDITION

5. 5
HOW AI IS CHANGING WORK
IMPROVING PRODUCTIVITY AND PROFITABILITY

6. 6
HOW AI IS CHANGING IT
IMPROVING SERVICE QUALITY, RELIABILITY, AVAILABILITY

7. THE BENEFITS OF AI-DRIVEN AUTOMATION
!7
Reduce MTTR Improve customer
satisfaction
Improve self-
service adoption
Improve first-call
resolution
Reduce call volumeReduce support costs

8. AI IN THE SERVICE HEALTH LIFECYCLE
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Monitoring
Provisioning
Capacity planning
Incident Mgmt.
Problem Mgmt.
Change Mgmt.
Orchestration
Remediation
Root cause analysis
Knowledge Mgmt.

9. VIRTUAL AGENTS
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Diagnose
Route
Resolve
Recommend

10. S M A R T R E C O M M E N D AT I O N S
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11. P R E D I C T I V E A N A LY T I C S
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Neva
Neva
Neva dashboard
Fulfiller assistance
Neva dashboard
RCT pro tips
7% 3%
Entity bubble chart Top categories past 7 days
Virtual agent sessions
ACCURACY FREQUENCY

12. Automate the lifecycle of service requests with AI
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Analyze
Advise
…
Answers
Predict
Use natural language to
interactively diagnose and
resolve common issues.
Categorize and route tasks to
the right live agent to reduce
unnecessary hops.
Present the best solution to the
live agent and learn from every
answer to reduce MTTR.
Make better business decisions
with Pro Tips based on AI-
driven automated service
trends.

13. Astound + ServiceNow Agent Intelligence
!13
Model optimization
Self-learning
Category
blacklisting
Human in the loop
Agent Intelligence

14. Astound + ServiceNow chatbot framework
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Virtual agent designer
Semantic parser
Domain ontologies NLP/NLU via dialog
state machine
Model manager

15. THE VALUE OF AI-DRIVEN AUTOMATION
!15
45% call volume reduction
25% customer sat
28% self-service usage
• Reduce wait time
• Reduce call volume
• Reduce MTTR
• Improve self-service adoption
• Order goods and services
• Submit incidents

16. TOP SIX TIPS FOR SUCCEEDING WITH AI
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1 Identify business objectives
2 Clean your data
3 Define KPIs and establish baselines
4 Don’t anthropomorphize the bot
5Recommend before predicting
6First make humans better

17. F U R T H E R R E A D I N G
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18. DISCUSSION
QUESTIONS
1. WHO OWNS YOUR DATA AND HOW
CAN THEY USE IT?
2. WHO IS LIABLE WHEN AI FAILS?
3. SHOULD WE CARE ABOUT
ALGORITHM BIAS?
4. WHAT WILL YOU DO WITH YOUR
LEISURE TIME?
5. HOW WILL YOU LEAD YOUR TEAM’S
DIGITAL TRANSFORMATION?
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19. A I - D R I V E N A U T O M AT I O N F O R I T S M
H T T P : / / A S T O U N D . A I / S E R V I C E N O W | I N F O @ A S T O U N D . A I | @ A S T O U N D _ A I
+ 1 6 5 0 . 5 3 3 . 0 9 1 8 | D A N @ A S T O U N D . A I | @ D T U R C H I N
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