The document discusses trends in applying artificial intelligence (AI) to IT service management (ITSM). It defines AI and discusses how AI can interact with and improve the IT service desk through chatbots, recommendations, and prioritizing knowledge bases. The document outlines use cases for AI in ITSM like improving self-service, decision making, and services. It also covers benefits like better user experience and time to insight but challenges like resistance to change and lack of trust. Industry experts provide opinions on using AI to augment rather than replace humans. In conclusion, AI is poised to be a boon for ITSM by complementing human agents.

1. Trends of AI in ITSM
CE Presentation

2. Connecting ITSM with Artificial intelligence
Agenda 2
• Defining Artificial Intelligence
• AI and other IT systems
• Society Trends
• Evolution of Technology
• Interaction between AI and IT Service Desk
• ChatBot Workflow and Amazon Go concept
• Adoption Benefits of AI
• Risks and Challenges
• Industry Expert Reviews
• Quotes on AI
• Conclusion & Discussion questions

3. Artificial Intelligence
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AI refers to a set of computer science techniques that
enable system to perform task normally requiring human
intelligence, such as visual perception, speech recognition,
decision making and language translation.
Machine Learning and deep learning are branches of AI
which, based on algorithms and powerful data analysis,
enable computers to learn and adapt independently.

4. It’s time for Revolution
Journey of Technology Transformation 4
1870
19691784
Today
Fourth Revolution
Artificial Intelligence
Second Revolution
Electricity invented by
Benjamin Franklin
Third Revolution
Information Technology
Arpanet
First Revolution
Steam power invented by
Thomas Savery

7. Intelligent ITSM
Tools to Accelerate Resolution
AI can compare current tickets against past ones and
generate smart suggestions for every field, keeping
service desk operations one step ahead.
Rated Recommendations
Each comes with a rating that estimates its accuracy,
along with a handful of other options to choose from.
if first option isn’t right one then The Service desk AI
will learn and apply that toward future decision.
Knowledge Library
AI will prioritize knowledgebase materials according
to historical data by this ITSM workers see only the
resource they need.
What can AI & Machine learning do to improve
performance and solve incidents in record time?

8. Implementation in ITSM
Use Cases for AI on ITSM 8
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03
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05
01
Making the most out of
Existing People Resource
Super-charging IT
Self-Service
Improving the Customer
Experience
Improving IT support
Decision Making
Proactively Improving
Services

9. ChatBot for IT Support

10. Benefits of AI in ITSM
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02
03
04
05
01
02
03
04
05
Better Service
Solid IT Environment
Continuous Improvement
Better User Experience
Faster time to Insight

11. How to overcome them in order to attain success
Challenges 11
SUCCESS
Fear of
Being Replaced
Resistance
To Change
Lack of Trust in
AI Abilities
Implementing AI will require
Organizational Change
Management, which can be very
difficult. Between changed
responsibilities and learning to
work with new technologies, the
IT department, even IT leaders
may be slow to adapt to new
workflows.
AI will be a boon to IT staff but
fear of lost jobs is still rampant.
What we found out is, that the
work is shifting, not disappearing.
Tech Staff has increased in almost
12 percent of organizations, and
decreased in only about 8
percent."
Unaware of benefits involved in automation Atkinson says "Trust in the AI tools must be established. Too
often, business decisions are made despite what the data says. Service managers and executives must learn to
trust what the AI says, and act accordingly."

12. Expert Reviews
Live User Experience 12
Stefanie Causey
Aspect Software Inc. Senior Director of ISS
Our call center management
service has been experimenting
with chat bots to complement,
in some cases, replace the work
of servicing internal IT support
queries
Vinodh Swaminathan
KPMG Principal, Innovation &Enterprise solution
“Goal is to use machine learning
capabilities to better predict
and drive system utilization and
provisioning. The user
experience can be improved
using tools like chat bots.”
Thomas Reuner
Senior VP at HfS Research Ltd
“Most Organizations look at
those technologies as
augmenting, rather than
replacing human agents”

13. Will AI Impact our Jobs?

14. Celebrities & their views on AI
Quotes 14
Mark ZuckerbergAlan Perlis
“A year spent in artificial
intelligence is enough to make
one believe in God”
Stephen Hawking
“AI would take off on its own and redesign
itself at an ever increasing rate. Humans who
are slow biological evolution, couldn’t
compete and would be superseded”
“Whenever I hear people saying AI is
going to hurt people in the future I think,
yeah, technology can generally always be
used for good and bad and you need to
be careful about how you build it

15. The world of AI – is the future changing?
Conclusion 15
What we feel !
ITSM is moving towards the next phase of automation and ITSM trends such as AI, ML, and
voice assistants complement human agents, thereby increasing the overall efficiency.
01
What percentage do you think would be impacted if machine learning is
being used with the IT help desk in terms of support capacity by 2019 ?
”According to Gartner By 2019, IT service desks utilizing machine learning enhanced
technologies will free up to 30% of support capacity."
02 After going through the presentation, what are your thoughts on AI in
collaboration with ITSM ? Do you agree it is a boon or bane ?
Adopting these technologies within ITSM pose a huge opportunity for businesses to
deliver exceptional end user experience. These technologies will complement human
support in real-time to meet the high demands of customers and increase productivity. If
you haven't adopted this trend already, you might lose the big game! Review the current
system, devise the right strategies and embrace these technologies to create a connected
ITSM environment that works.

16. Reference 16
• ARTIFICIAL INTELLIGENCE IN THE REAL WORLD.
https://www.eiuperspectives.economist.com/sites/default/files/Artificial_intelligence_in_the_real_world_1.pdf
• Can AI Improve the ITSM Customer Experience?.
https://resourcecenter.sunviewsoftware.com/end-user-experience/can-ai-improve-the-itsm-customer-experience
• The Ways Tesla Is Using Data and Artificial Intelligence ....
http://www.thelowdownblog.com/2018/01/the-ways-tesla-is-using-data-and.html
• 5 Use Cases for AI on the IT Service Desk.
https://resourcecenter.sunviewsoftware.com/service-desk/5-use-cases-for-ai-on-the-it-service-desk
• ITSM survey 2017 | Future of ITSM & best practices.
https://www.manageengine.com/products/service-desk/itsm-future-survey-report.html?resources
• The future of itsm – ManageEngine
https://download.manageengine.com/products/service-desk/itsm-future-survey-report.pdf
• 4 Big Benefits of Artificial Intelligence in ITSM
https://www.cherwell.com/blog/4-big-benefits-of-artificial-intelligence-in-itsm-and-a-few-hurdles-too
• Among AI use cases that matter to CIOs, ITSM ranks high.
https://searchcio.techtarget.com/feature/Among-AI-use-cases-that-matter-to-CIOs-ITSM-ranks-high
• Curtis, Joe. “Stephen Hawking Signs Open Letter against AI ‘pitfalls.’” IT Pro , Dennis Publishing Ltd., Jan. 2015, p. n/a.
• A year spent in artificial intelligence is enough to make ...
https://www.brainyquote.com/quotes/alan_perlis_126631
• 12 AI Quotes Everyone Should Read - Forbes.
https://www.forbes.com/sites/bernardmarr/2017/09/22/12-ai-quotes-everyone-should-read/

17. THANK YOU
HAVE A NICE DAY