Although AI (Artificial Intelligence) has had caught eye of several leaders and visionaries and that it is not new, recent experiments and results tend to show that it would be taking the world by storm soon. The experiment of driver-less cars, delivering pizzas using drones etc. have made people take up additional projects on AI confidently. On the other side, many people have been also contemplating to how it will be increasing the unemployment.

Well, it certainly is fascinating and there are several blogs/articles written on it. Then, there are certain articles written on how people confuse AI and Analytics. I do not intend to touch on the aspect of differences between the two. However, I am merely trying to attempt to understand why it is different than programming any other logic. I think that I may get criticized on how ignorant I may be when I am attempting to write a blog on AI without studying or understanding it entirely. And that’s precisely, why I intend to do it without getting biased and getting different thoughts from readers on fundamentals.

Ok, I understand that there are several AI programming languages developed specifically to address and help AI related activities. To me, it still doesn’t appear anything more than writing a regular program with ‘IF/ELSE’ logic. For instance; if the system comes across ‘x’ situation, it should do/take ‘y’ action. Of course, one can write looping program to carry out repetitive actions.

Yes, I know that above kind of programming can define static rules and respective actions accordingly and that AI has now evolved to take dynamic decision. We can certainly extend the program to get the rules developed dynamically as well. For instance, additional programming can be done which can keep parsing the behavior/database/results of the system in past, and update the rules accordingly.

I see a huge opportunity in integrating systems like ITSM with AI; wherein, not only bots can be considered for self service requests; the workflows can be automated and necessary actions can be taken based on static and dynamic AI rules. In fact, I think that if the businesses agree, even the SLAs can be tightly integrated with AIs. Consider different aspects of updating not only CMDB; but defining the discovery of assets, monitoring of systems/applications/databases and then generating reports all knitted with AI. I would love to hear thoughts from AI and ITSM enthusiasts.

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2 thoughts on “ITSM & AI

  • ITRP has AI already on its roadmap. And hopes to show in May 2018 the first results of the integration of AI in there ITSM tool. It will go further then what you wrote. The AI will learn from requests and the actions humans undertake, later on it will advise humans witch actions they should take. And when the prediction is above a certain percentage, the AI will be able to do the work independently .

    • That is right, Paul. We are also partners of ITRP. The objective of this blog was to share the perspective and indeed hear variety of thoughts from people who follow up on AI and ITSM. Thanks for sharing your insights.

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