AI-Enabled Service Desk
Delivering AI driven solutions for every level of the Service Desk
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Take Your Service Desk to the Next Maturity Level
With artificial intelligence (AI), more than 36% of service desk functions can be automated to provide 24/7 processing of orders and helping customers resolve the most frequent requests. This allows your customers to quickly resolve issues and provides your service team time to focus and solve more complex customer issues. Our certified NCI team leverages IT service management to transform your hosted or cloud-based service desk systems to meet your organization’s specific performance and workflow expectations.
Ad hoc
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Undocumented
Unpredictable
Multiple help desks
Minimal IT operations
User call notification
Level 0
Chaotic
Fight fires
Inventory
Desktop software distribution
Initiate problem management process
Alert and event management
Integrate processes
Measure component availability (up/down)
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Level 1
Reactive
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Analyze trends
Set thresholds
Predict problems
Measure application availability
Automate
Mature problem, configuration, change, asset and performance mgmt. processes
Level 2
Proactive
IT as a service provider
Define services, classes, pricing
Understand costs
Guarantee SLAs
Measure and report service availablity
Integrate processes
Capacity management
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Level 3
Service
IT as a strategic business partner
IT and business metric linkage
IT/business collaboration improves business processes
Real-time infrastructure
Business planning
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Level 4
Value
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Level 0: Chaotic
100% Manual
Minimal to No Documentation
Messy Processes
Processes Not Necessarily Associated with Policies
Some Things Not Electronic
No Approval Workflows
Possibly Not Using an ITSM Tool
Show me the Level 0 to Level 1 path to success!
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Level 0 to 1 Path
HUMAN IMPLEMENTATION
TECHNOLOGY IMPLEMENTATION
All help desk processes documented
All processes associated with a policy
Policies updated
Define SLAs
All help desk processes in electronic form
Front-end workflow tool (BPM) in place
ITSM tool procured, implemented, integrated into organization
Front-end Workflow Tool (BPM) in Place
This can be part of the ITSM or a separate tool (i.e. ServiceNow and SalesForce have this capability built in, Remedy does not).
All help desk-related tasks are electronic (form and workflow) and automated through BPM)
ITSM Tool Procured, Implemented, and Integrated into the Organization
Ticketing
Ticket workflow
Service Catalog capabilities
Customer self-service actions (anyone can submit ticket, Help Desk reviews for prioritization/ assignment)
Knowledge management database
Reporting based on SLAs
Level 1 Success
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Level 1 Success
Front-end workflows are electronic, approvals are automated
Processes are documented and have associated policies
Standard processes for completing help desk work are followed
SLAs in place
ITSM tool actively used (including reporting)
Knowledge management library (built on Service Catalog) begins
Show me the Level 1 to Level 2 path to success!
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HUMAN IMPLEMENTATION
TECHNOLOGY IMPLEMENTATION
Regularly update KMS
Reporting based on SLAs
OCR scan readable by RPA
Self Service Ticketing (T-0)
Implement RPA for "back-end" actions
KMS procured and actively used
Integrate BPM and RPA software
All "paper" or "non-automated" documentation are scanned using OCR that is readable by RPA
Tier 1 help desk regularly updates KMS with any "one off" actions
Implement OCR technology
Integrate OCR and RPA
Automate Tier 1 activities with RPA
Implement RPA for "back end" actions - once automated approval workflow complete, RPA completes the approved activity
Level 1 to 2 Path
Level 2 Success
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Level 2 Success
RPA (BPM completion kicks off backend activity automation)
Higher level reporting and automated aggregated data
Optical character recognition (OCR) to pull info from paper docs
Knowledge management library built; receives real-time contributions
Show me the Level 2 to Level 3 path to success!
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HUMAN IMPLEMENTATION
TECHNOLOGY IMPLEMENTATION
Mature, regularly updated KMS
Define and enhance SLAs for Tiers 2 and 3
Documenting Tier 2 activities thoroughly
More highly trained individuals
All Tier 1 activities automated
Implement chatbots
Integrate chatbots, NLP, RPA, ITSM
Tiers 2 and 3 personnel are more highly trained individuals with enhanced IT skillsets
Implement NLP solution
Higher level reporting
Supervised ML implemented
Level 2 to 3 Path
Level 3 Success
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All Tier 1 activities automated by BPM/RPA/OCR
Higher level reporting to predict Tier 2 and 3 staffing
Tiers 2 and 3 personnel are more highly trained individuals with enhanced IT skillsets
Level 3 Success
Chatbots w/NLP and supervised Machine Learning (ML) implemented
Tier 1 is fully automated
Chatbots escalate to Tier 2 (100% human)
ML/AI predicts staffing and requirements based on reporting and data
Show me the Level 3 to Level 4 path to success!
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HUMAN IMPLEMENTATION
TECHNOLOGY IMPLEMENTATION
Unsupervised AI understands "human emotion"
Tier 2 activities approved by human, but activity completed by AI
Unsupervised ML implemented
Tier 2 partially automated
Human emotion detection capabilities
Tier 2 and 3 help unsupervised AI understand "human emotion" and create associated documentation, rules of engagement, and processes
AI given admin-level activities/tasks (Tier 2)
Tier 2 partially automated with human supervisor/confirmation/ approvals
AI given administrative-level activities/tasks (generally Tier 2)
Level 4 Success
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Level 3 to 4 Path
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Level 4: Value
Unsupervised ML/AI understands human emotion and takes action (either escalate to human (Tier 2 or Tier 3) or recommends another solution, if customer shows positive emotion
Complete administrative-level tasking
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Learn more about transforming your Service Desk to an
AI Service Desk
