Unified ITSM is Key to Omnichannel and AITSM
by Markos Symeonides, on 07-Sep-2020 14:00:00
Omnichannel ITSM and AITSM both rely on one common factor: A unified view of service management.
If you want to boost operational efficiency with AI/analytics and transform the IT customer experience with omnichannel ITSM, you'll need a connected dataset that spans your whole environment.
Part of our Omnichannel ITSM series.
Unified ITSM & Omnichannel Service
To deliver a seamless experience for the customer, omnichannel ITSM requires complete visibility of all interactions—whether they happen by phone, email, web portal, mobile app, service desk chatbot, walk-up service desk visit, social media or through your enterprise collaboration platform.
Without a 360-degree view, your service desk doesn't have a complete end-to-end view of the customer's journey, so it cannot provide an optimized experience. For example, if a service desk agent has to ask the customer to repeat information that has already been submitted earlier in the process, the customer will consider this a "fail".
Some organizations have built up a multichannel service desk by adding channels one at a time, but if they're not connected together to provide a seamless experience and complete visibility for the service desk, it's not true omnichannel ITSM.
Integration between channel modules and your ITSM platform can get you to a seamless omnichannel experience, but you may end up spending more time maintaining multiple point solutions and the integrations between them than you spend applying automation and improving the IT customer experience. What would you rather do? Spend more time improving and innovating, or dealing with toolset sprawl?
The most simple and sustainable way to apply omnichannel ITSM is with an ITSM platform which gives you all these channels of within a single app. No modules to integrate. Lower application overheads. Just one app to upgrade.
What is AITSM?
According to Gartner, AITSM is:
AITSM is the optimization of ITSM practices to enable the application of context, assistance, actions and interfaces of AI, automation and analytics on ITSM tools to improve the overall effectiveness, efficiency and error reduction for I&O staff. AITSM is not an acronym.
- Gartner Hype Cycle for ITSM 2020
It's a typical Gartner-style definition—so let's try to unpack it a little bit.
AITSM is about applying smart tech to IT service management to achieve a transformative step-up in efficiency. AI/ML can do work many times faster than people—acting as a force-multiplier. For example, a service desk chatbot can handle many conversations simultaneously, where a human agent can only hand two or three chat streams at once.
AITSM is also about gaining insights that lie out of reach of manual human analysis—either because these insights would take too long to find or require connecting many hundreds of data points in a way that is totally beyond human capability. It's about letting smart ITSM tech join the dots for you. But if you want the smart tech to join the dots, you have to show it all the dots.
For example, our Info-Zone analyst assistant mines data in real-time to provide contextual information and solutions to a service desk analyst as they record information about an incident—including information on device status, similar incidents, matching knowledge articles and more. It can do this in real time because all of this data exists in a single app—our assyst ITSM solution. It would take a human agent many minutes to uncover the same information and it's likely they would still miss some of the connections.
This sort of on-the-fly analytics cannot be done if your ITSM platform only sees part of the whole picture. Likewise, chatbots and machine learning bots need broad and rich data to make connections and discover related contextual information. If your ITSM data set consists of data islands spread across a fragmented tools landscape, the process of training a bot will be exponentially more complex and far less likely to deliver the desired value.
So, if you want to make a success of omnichannel ITSM and AITSM, get a unified view of your service management ecosystems and data.
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