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What Does the Future of Service Management Look Like?
Fremont, CA: Hopefully, in the not-too-distant future, businesses will look back on 2020 and recall great efforts to pivot quickly. Service management proved its worth in 2020, as teams in the IT service desk dealt with a greater volume of requests as a result of the rapid shift to remote work. This, in many cases, prompted digital transformation.
These often-intense changes have paved the way for a bright future full of opportunities for teams all over the world – all with service management at the forefront.
As we near the end of 2020 and approach 2021, let us look at some predictions in service management for the coming year.
Broaden Automation Capabilities
Automation is the future of many industries, including service management. Automation, when combined with service management, results in a more successful shift-left initiative and, eventually, increased ticket deflection, freeing up agents' time for more interesting work.
Automation is made up of a series of repeatable steps that can be completed without the need for human intervention. Overall, automation works to deflect tickets, resulting in a 30 percent reduction in service desk call volume, and can significantly improve service desk metrics – all of which help reduce costs and increase productivity and satisfaction of a service management team.
Increased Utilization of Chatbot Support
Chatbots are the future of communication in general, not just service management. However, with significant advancements and changes in artificial intelligence (AI) technology, chatbots are now capable of providing assistance like never before. Chatbots can now access data and knowledge articles, create tickets within the ITSM or ESM system, and assist users in locating the appropriate support by utilizing a knowledge management database.
Furthermore, chatbots can now be programmed with a Natural Language Processing (NLP) layer that can understand a broader range of people from various regions, making it ideal for supporting remote workers around the world as they interact with IT support. This advanced technology elevates chatbots above the level of previous bots, resulting in more meaningful, contextualized interactions. In the coming year, the rapid evolution of capabilities and increased ease of implementation will see a wider use within service management.