It’s a simple fact that the impact of Artificial Intelligence on service desks will become valued when AI is able to perform the mediocre tasks service desk teams would rather not do, as well as the actions humans struggle with. With that in mind, this article looks at where AI is taking, and will take, IT support.
Ashwin Ram is an IT Service Management Evangelist at ManageEngine, a division of Zoho Corp. He writes blogs, customer stories, and easy tips and tricks for the users of ServiceDesk Plus, the company’s IT help desk software. He has also authored the article, “The impact of machine learning on ITSM”.