Artificial intelligence (AI) and machine learning (ML) are two parts of one coin which is superficially everywhere, and the IT function is no exclusion. In fact, connoisseurs see AI in various forms becoming a significant element of IT support in the near future.
“Artificial perception will, over the next three to five years, become undeniably indispensable for any form of operations or support,” says Shannon Kalvar, research manager for IT service management and client virtualization at research firm IDC.
These days it’s becoming much more cultured, with chatbots and intelligent search references to help guide end users to the right explanation. AI is anticipated to progressively help IT support functions in other ways too, such as predictive analytics for IT incident management, firm demand planning, and Support workflow improvement.
Please find below a few aspects we have focused around.
1. Smart Help Desks
AI can be combined into a help desk, making it a “Smart” Help Desk. Imagine all the physical tasks that the IT support team must fix at the help desk, similarly, classifying tickets based on the problem, sentiment analysis, assignment of tickets, etc. When we have AI to read, automatically classify the tickets, and assign them to a specific support team, it will drastically reduce time and effort.
2. Troubleshooting philosophies
Troubleshooting is another domain where we can use ChatGPT for IT support. While we might be using troubleshooting tools to solve Systems and network issues, you should also create a troubleshooting guide that provides detailed instructions on how to solve a problem.
3. Chatbots and virtual support agents
AI is evolving in delivering “an automated 24×7 first contact chatbot contribution for users,” That means there is a permanent “someone” available at the help desk, even if it’s not an individual person, AI chat can deliver quick answers to complex queries avoiding delay and language barriers.
4. Standard Operating Procedures
Using ChatGPT to guide us into Standard IT Operating Procedures (SOPs) to unswerving employees on how to accomplish monotonous or focused tasks related to secure login & access, and help them achieve constancy, reduce security errors, and improve the efficiency of our customers.
If we need help with outlining things like the code of conduct for employees or other organizational IT policies, we can draft the outline and then customize it to org-specific IT regulations to the usage of IT assets. Policies through ChatGPT will empower all users to the possibilities, approvals, and do’s/don’t of specific content in less time.
6. Disaster recovery plan
Disruptive events can happen to any business. For example, we might experience delivery delays due to technical glitches. If we are not prepared, it will open locks to fuming and displeased users. In such situations, IT support is the first line of guard.
To deal with disorderly measures, we must generate a disaster recovery strategy drawing the various circumstances, etiquettes, and stages required to mitigate the disaster. ChatGPT can help to structure and broadcast it to all.
7. IT assets & infra management.
AI can be useful with the integration of new users joining procedure with allocations of assets and licenses, similarly offboarding users with notification of the last date and recovering IT assets to inventory.
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8. IT Dashboard
AI can help us to collaborate on all the IT data like Active users’ licenses, hardware stocks, security measures and predicting future requirements. Based on the AI report we can reduce unutilized expenses in real-time or we can stock up well before upcoming requirements to save time.
9. IT maintenance Activity
The help of AI, the IT team can be assigned specific task based on OEM equipment’s maintenance window and all users can be notified and performed their systems’ scheduled system health checkup, warranty, subscription renewal, and security loopholes verifications.
10. Task Automation
IT Team workflows can very well be optimized by Automation. Conversation AI can be integrated with existing IT systems and can be automated to prevent repetitive tasks. For Example, AI powered chatbots can be used to automate ticket generation, status updates, trigger alerts, and notifications, and perform routine system checks i.e. laptops and servers, etc. By automating such tasks IT teams can focus on critical and complex Projects which in turn increase efficiency and reduce manual errors.18
11. Training & Professional Development
Remove work can at times restrict an individual’s training and professional development. AI bridge this gap by providing training modules, interactive tutorials, and self-assessment. IT team members can engage themselves in these AI-based training modules and learn new skills, explore emerging technologies, and keep themselves updated with the current industry trend. This also promotes continuous learning and provides growth opportunities to IT teams.
Dattatraya Shetty is an IT Professional with 2 Decades of experience in areas of Product Development, Implementation & Service Delivery Management. As the Head of Implementations and SOC Compliance in Smartkarrot he is on a mission to provide relishing customer experience.
Published May 18, 2023, Updated May 22, 2023