The future of ITSM
Looking towards the future of ITSM, we can see the rise of so-called AIOps. The term AIOps is composed of Artificial Intelligence, AI, and the management of IT operations, Ops.
Artificial Intelligence is used here to report and resolve operational difficulties (e. g. system failures) or to look for ways to keep pace with and manage the increasing complexity of technologies. One of the most important jobs for AIOps is to integrate a wide variety of data silos from ITSM and IT Operations Management.
This consolidation of data makes it increasingly easier to discover the causes of many problems more quickly and efficiently, and thus to rectify them. At the same time, it also helps to enable automation in the first place, since there is now only one data pool instead of individual silos.
As with many technologies, the future of ITSM lies in AI, or Artificial Intelligence. Through the automation of numerous areas, …
- like automated communication,
- ticket solution,
- automatic workload optimization and
- preventive maintenance of systems
… a lot of time can be saved. This is because AI can permanently monitor the service desk infrastructure and detect and report incidents at an early stage.