IT service management (ITSM) and IT operations management (ITOM) must modernise and transform rapidly to keep up with a changing environment, and key to this transformation is right-sized artificial intelligence.
This is according to Nirmal Krishnamoorthy, product marketing specialist at Freshworks, who was speaking ahead of a webinar on AI for ITSM & ITOM.
Krishnamoorthy says while most enterprises had been moving to modernise their ITSM and ITOM, the pandemic accelerated digital transformation. “We also seeing a rapid shift to customer centricity as a direct result of the changes over the past 18 months: people are now using more apps and online services which offer instant resolution of their queries and problems, and they are asking why they can’t get the same consumer-grade experience in the service management environment,” he says.
“There is a growing trend to hyper automation across industries, in fact Gartner predicts that by 2025, customers will be the first humans to touch more than 20% of the products and produce in the world. Manufacturing, packaging, shipping and distribution will increasingly be automated, and we see the same trends across all business operations,” says Krishnamoorthy.
These market changes are compounding the challenges faced by CIOs and CTOs, he says.
“The CIO and CTO used to be business enablers, but now they have a seat at the strategic table and have become partners in the business. So, their roles and responsibilities have grown, but they are still being asked to do more with less and show business value.”
“Our research with IDG indicates that 80% of IT leaders say modernising their ITSM and ITOM capabilities is either critical or very important. However, according to Gartner, through 2023, I&O leaders will overspend by $750 million on buying unused features of ITSM tools. This illustrates the importance of right-sizing the tools used for ITSM and ITOM,” he says.
Krishnamoorthy says right-sizing means investing in only the tools you need, which are intelligent and operational from day one.
"They should allow you to scale up and extend your capabilities as needed. And they should incorporate pre-trained AI, which is the answer to overcoming the challenges ITSM and ITOM face in a fast-changing environment. With bots that are easy to use and pre-trained, you see business value from day one. This makes for happier IT agents, a better employee experience and ultimately an amazing customer experience.”
“With tools that are difficult to use, adoption goes down and you see wasted expenditure. In contrast, our customers say our solutions are easy to set up and they see a 300% ROI in a payback period of under three months, after which they start showing the business value. We also see a 68 -70% improvement in operational efficiency and an immediate uptick in traditional CSAT scores,” he says.
Webinar: Decoding Right-Sized AI for ITSM & ITOM Success
Date: Wednesday 18 August 2021
Time: 11:00 (GMT+2)
Duration: 1 hour
Nirmal Krishnamoorthy, product marketing specialist at Freshworks, will outline ITSM and ITOM trends, challenges and solutions at a webinar to be hosted by Freshworks in partnership with ITWeb.
For more information and to register for this event, click here https://www.itweb.co.za/webinar/freshworks-ai-for-itsm-itom/
Share