ITSM (IT Service Management) has been enjoying the success of being a bachelor, groomed by various product vendors and attracted by customers. It has been a darling of customer success and customer support for a while.
Of late, many of the customers have started adopting it further and considering the customer interactions via different sources like Facebook, Twitter etc. Some vendors have been able to offer such features for their ITSM tools. However, I think that they are still transactional, not to ignore that significant data can be derived from it for different business purposes.
Considering the trends like Big Data, AI (Artificial Intelligence), IoT (Internet of Things) and AR (Augmented Reality) that are taking the world by storm, I think that ITSM is an ideal candidate to marry all these and preferably, at the same time.
Undoubtedly, the data the ITSM is churning these days, especially, when used by retailers is huge. It’s high time to leverage big data aspects for ITSM for speeding up the performance and yet, obviously leveraging analytical capabilities.
Marrying with AI will help ITSM to pro-actively generate incidents/Change requests etc while also offering the SMART solutions depending on the role, team, type, kind of incidents that the requesters has raised etc. Knowledge Management, one of the most critical, yet ignored modules can be heavily benefited by populating relevant knowledge articles using AI rules.
Do I really need to write about advantages of integrating ITSM with IoT? I had shared few thoughts on this couple of years ago.
AR, the products of which excite mostly the gamers is another prospect to get hitched by ITSM. Imagine logging in the issues, making changes and releasing the new versions of AR by integrating ITSM tightly with it. Since it is ‘augmented’ reality, I will leave it to the imagination of readers on what off-springs can be produced by coupling AI and ITSM.
Modern IT architects/integrators aka IT wedding planners can also suggest proposals for other suitable ITSM brides 🙂