Real opportunities for AI in IT services | KPMG | UK

Real opportunities for AI in IT services

Real opportunities for AI in IT services

Artificial intelligence offers IT leaders an opportunity to make IT service management (ITSM) more efficient and to enhance the experience for internal customers.

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Director, Strategic Alliances

KPMG in the UK

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ITSM AI

Artificial intelligence (AI) technologies, including machine learning, predictive analytics (PA) and robotic process automation (RPA) are maturing fast.

At KPMG, we see four different opportunities for ITSM to apply these technologies to improve efficiency and increase internal customer satisfaction. Each can be implemented relatively easily to demonstrate the potential of artificial intelligence and lay the foundation for a wider programme of transformation.

  1. Improving self service
  2. Handling low-complexity queried more effeciently 
  3. Resolving complex queries; and
  4. Making smarter decisions on where to focus resources

AI has exciting potential to reduce the cost of ITSM and enable the function to deliver a better service for internal customers. But, it takes focus to ensure that investment in these new technologies delivers the anticipated benefits and careful planning to manage the impact on people whose skills are being augmented by an intelligent machine. 

Download our insights to discover the real opportunities from artificial intelligence in ITSM.

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