10 Automation and AI Tips for Business In 2021: Blog Guide

Have you contemplated the advantages of artificial intelligence (AI)  or smart automation – for IT assistance yet? Think about your IT service desk for a minute. How well is it thriving as the company and IT landscapes promptly change around it? And how many of the broad IT service desk issues does it undergo? It wouldn’t be alone in struggling with some all of the following:

1) Budget restriction, or even cuts

2) Maintaining or boosting customer satisfaction categories

3) Keeping up with the shifting technology landscape

4) IT service management (ITSM) tool suitability – for both now and the future

5) Staff recruitment and retention, plus upskilling people for fresh alternatives and challenges

6) Getting self-service right… eventually!

7) Discovering the time to reexamine decade-old performance estimates and their ongoing suitability.

8) Invariably meeting increasing employees and business stakeholder pressures and goals thanks to the consumerization.

Many of these widespread challenges can be draped into the “doing more with less,” or “delivering more with less,” dogma that IT assistance desks have been prone to for what seems at least a decade. Which, with further consideration, can be distilled down into an instance of: “Faster, cheaper, promising – pick any two,” where:

• Faster associates to incident resolution, service provision, the delivery of new abilities, or service modifications – thus it’s both speed and a gauge of flexibility.

• Cheaper, while associating to expenses, also comprises a “value-growth” extent these days.

• Better is the advancement of IT services, operational execution, and – increasingly – the provision of a promising employee or customer experience.

• The challenge here, of course, is that all 3  of these characteristics are crucial to IT service desk success. And therefore, it isn’t beneficial for an IT assistance desk to abandon anyone (of these) in turn of the other two.

 Automation to the recovery

Luckily for the IT industry and its clients, it no longer requires to be a case of “pick any two,” because automation can enable IT departments – and IT service desks in specific – to become prompt, economical, and nicer. This shouldn’t be a surprise revelation as the IT corporations have long been propelling for the practice of further automation.

 The ability of automation

Automation is nothing new. Companies have been automating their manual systems since the 18th Century and the Industrial Revolution. When manufacturing systems transitioned from hand production procedures to the usage of machines, i.e. automation.

Then the corporate IT department has been giving automation to different business processes since the beginning of IT. But, how many IT departments – and their support groups – have yet not invested in automation for their IT service desks?

 The generic advantages of automation (for IT service desks. There are 3  fundamental, and oft-quoted, advantages of automation:

1) Increasing rate of performance – where the automation finally “works” at a far sharper rate than people and, from a distinct “speed” viewpoint, it furthermore gives the proficiency for 24×7 operations when utilized in conjunction with IT self-service and self-help powers.

2) Decreasing operational costs – not only is automation sharper and more “available but” it moreover cheaper compared to the human labor that would differently require to be employed.

3) Improving end-user experience – the aforesaid advantages that together contribute with different characteristics to deliver better IT support and customer service.

This hopefully sounds incredible, but automation will however deliver more to IT service desks. For instance :

• Extending and strengthening human skills – automation, particularly when associated with AI, can enable to get more out of people.

• Reducing human errors – human errors, even if simply glimpsed as errors, can be costly.

• Decreasing human intervention – automation doesn’t always require replacing discrete human activities, it can moreover be utilized to bridge existing automation-based activities.

• Providing tremendous flexibility and adaptability – it’s simpler to alter automation-based workouts than the people-based peers. Why? Because, for people, their day-to-day methods are ingrained and therefore tough to move on from. At least without some slippage back into the old methods.

• Giving a platform for extra improvement – the beginning of automation doesn’t require to be a precise replacement of the earlier manual operations. It’s thus an alternative to seek out more growth opportunities in developing new ways of working.

 5 elements that should already be automated. So, what should your IT service desk already have automated in 2021?

1) Password resets. There are numerous stats out there as to the proportion of service desk tickets that associate with password resets. For example, “that around 20%–30% of service desk calls are related with password reset.” Of course, it will fluctuate by the organization, security agreements, and the time of year, but it’s a service desk resource hog that would profit from automation.

2) Ticket processing and work advancement. From automated introductory categorization, prioritization, and routing, through automated workflow facilitation, to automated escalations. And this is even prudent, and more precise, with the extension of machine learning.

3) Knowledge availability. It’s nowhere near to the opportunity of AI-assisted knowledge supervision, but the automated provision of context-based awareness is incredibly beneficial, and time-saving, for both end-users and IT assistance staff.

4) Provisioning and remediation via third-party automation and orchestration methods. Your IT - Automation tools will most likely not constitute all the automation capabilities you desire to make people’s lives better. So, glance to third-part, assistance for automation capabilities related to provisioning, restarts, fitness checks with automated remediation, etc.

5) Self-service solutions and provisioning. Using these additional automation capabilities to give real-time resolution to the end-user. Whether this is password resets, software downloads, and installs, email customer setups, IT assistance restarts, or something else.

 5 tips for influencing automation on the service desk

So far, so nice? But watch out for the popular automation mistakes. When automating please pay attention to these 5 tips related to what not to perform :

1) Don’t acquaint new technology barely because you can. Automation should only ever be about favorable business results.

2) Don’t develop an automation island (or silo). Link up with and Try numerous corporate automation techniques, strategies, technologies, and people and therefore create undue business expenses.

3) Don’t ignore the various aspects of automation. Initially, the necessity for suitably competent people to both manage and function with automation. Second, comprehend that the prosperous usage of automation will need a shift in administrative culture.

4) Don’t forget enterprise service management automation opportunities. If you’re automating the IT service desk and automation skills, and have moreover broadened the usage of IT automation outside of IT, then assure that your automation agendas moreover extend to these other business functions.

5) Don’t stop with conventional procedures and activity-based automation. Suppose automation is anything where “a machine” can help, so AI and machine learning for “heavy thinking” as well as heavy lifting – giving analysis and understanding that goes way beyond human powers.

 The evolution of automation in 2021

Today Industry hype is sketching an AI-assisted globe that isn’t wholly there yet. And while the eventual probabilities of AI will be recognized, some early technology adoptions will necessarily fall below the preliminary agreements and expectations.  Also, if the technology is mismatched to business requirements, then AI is as capable as any technology of providing the wrong consequences. As with any well-publicized technological creation, there are intensified expectations and the excess anxieties these bring.

The belief that people prefer to be supported by people. People will eventually select what’s simplest for them in various scenarios – think of the ATM for banking duties. But if the non-human choice gives an inferior service experience, then of course people will most likely continue to select the human alternative. And then do so until they receive a better service experience from technology.

 Some  Examples of AI for IT service desks

So, how is AI already supporting IT service desks? Here are some examples:

1) Decreasing the labor-related expenses of repetitious high-volume, low-value service desk tasks. It’s identical to conventional automation and eventually frees up scarce IT-people resources to focus on bigger value-adding tasks and programs.

2) Better event management and the prognostic identification of problems, along with computerized remediation. This comprises self-learning research – with the AI processing way more data than a human ever could.

3) Enhanced demand planning and staffing optimization. AI-enabled abilities utilize historical data and involving factors, for smarter resource planning and goods ordering – saving time, money, and anxiety. In terms of staff optimization, the AI understands more about staff skills and work structures than their line executives do.

4) Automated categorization, work routing, and processing. AI-enabled abilities understand when a given situation needs human assistance, or not, and how many members are required to be involved. It will get this right much more rapidly and reliably than any human employee can.

5) An automated 24×7 first-contact chat(bot) experience. This could be utilizing the further conventional text-based chat or voice UIs via smart devices such as Amazon’s Alexa.

 5 tactics for developing AI Culture in your company -

So, how should companies make their initial foray into AI?

1) Set AI goals internally. I’ve already spoken of the incessant industry hype – so get a practical message out to crucial stakeholders. From senior administration to those whose functions will most likely be influenced.

2) As already attributed, staff might feel doubtful by AI (or completely change to the status quo), and, as such, companies need to involve them in analyzing the opportunities for utilizing AI-enabled abilities. This should comprise of illustrating the advantages of AI adoption to all. And, if staff cuts are anticipated, be credible and promote that the remaining work will be more fascinating.

3) Assess supplier AI abilities and roadmaps. And learn more about what additional clients are already accomplishing through AI adoption. Even if you have no AI adoption strategies for 2021 – do this now!

4) Create an initial AI policy. The IT service desk a subset of the larger corporation. This might originally be very high level and become more comprehensive as with the help of AI, more is know about business desires, the available technology, and your rival companies successes.

5) Take an Agile technique. Don’t recognize AI adoption as one big undertaking. Rather, start small, with something of huge significance.

Conclusion -

AI can be valuable in various business situations, but like any other tool, it's not the solution to every difficulty. Here are five ways to get the most out of AI's capabilities as mentioned in the blog. It’s plenty of words to consume but, hopefully, it has you understanding about how your IT service desk could work smarter – both now and as AI-enabled capabilities become crucial for company. AI is a buzzword but there is a nugget of truth behind it. Real AI is a beneficial tool in analyzing data and can match into your company somewhere.