AI the answer to addressing thousands of IT service tickets in a complex hybrid environment

Enterprise IT service management has become an increasingly thankless task, as service desks wade through thousands of tickets monthly and grapple with getting to the root of problems in an increasingly complex cloud environment.

Donovan Marais, IT Service Management Architect at IBM South Africa, says: “As organisations move infrastructure, services and applications to the cloud, we see environments becoming more complex, generating more events and more data. Cloud everywhere means more and more information, and more and more events. In fact, it can now take an enterprise around four-and-a-half hours to resolve a single event, because when that ticket comes in, it can be passed around to an average of 17 people."

12 Nov 2020