IT service management (ITSM) and Machine Learning

Why Do I Need IT Service Management?
Ad hoc IT services are often sufficient for very small organizations. For example, a company with a separate office may only require one ‘IT person,’ who accomplishes work and resolves problems as they arise. This method, however, quickly would become an obligation as organizations grow.
Comparatively tiny IT teams often struggle to keep track of all that remains to be improved on an ad hoc basis. Essential tasks and responsibilities begin to fall through the cracks, putting the organization’s overall efficiency at risk. At this point, most organizations begin their ITSM journey by detailing ways of implementing simple tools to assist them in managing the shipment of IT hardware, applications, and assistance.

What is an ITSM Ticketing Tool?
Ticketing is a critical element of any ITSM tool that every organization requires. ITSM ticketing tools record all conversations among a helpdesk and its internally or externally clients. A ‘ticket’ is simply a permanent record of an IT activity or accident that contains pertinent details about what occurred, who reported the problem, and what was work to fix it. This ensures that no incidents are ‘lost’ or forgotten, and it aids in maintaining a consistent level of service for all helpdesk consumers.
The majority of IT services have contracting SLAs that specify how rapidly new occurrences must be resolved. Ticketing systems keep records of these performance measures by instantly recording the time and date when a ticket is revised and providing easy-to-access reporting. While necessary, ticketing is only a minor component of ITSM tools. This means that, while all ITSM tools include a ticket booking module, a pure-play ticket booking tool is insufficient to ensure effective and efficient IT processes.

How to enhance ITSM with easy steps?
The right ITSM strategy is an important component of ongoing digitalization efforts and can improve both effectiveness and persistence throughout the organization. Following the eight key steps outlined below can assist businesses in increasing ITSM sophistication.
1. Assessing current ITSM maturity
2. Setting clear goals
3. Securing executive buy-in
4. Establishing a plan
5. Assembling the right team
6. Implementation automation
7. Finding the right software
8. Implementing Continual Service Improvement (CSI) Success

What does ITSM do for your business?
ITSM provides a variety of structures for companies to use in developing quality management for IT service quality and customer service practices. Quality management, software development, project management, security vulnerabilities, and widely used management structure standards are all covered.
They are intended to bring structure and framework to service-oriented IT divisions by aligning IT goals with company needs and requirements. It is used as a guide to assist businesses in effectively aligning IT goals and business goals, particularly for customer service enterprises.

ITSM service desk:
The service desk, as defined in the ITIL manual, is one primary discipline that falls under ITSM. Support desks are viewed as a Single Point of Contact (SPOC) by ITIL, which can help to simplify interaction within an organization or business unit. Service desks serve as a central point for clients and stakeholders to contact well-trained staff in order to resolve issues in an integrated and efficient sort of way.

ITSM frameworks:
ITIL is the most widely used ITSM structure, but there are numerous other ITSM methodologies that business owners could use. A few of these paradigms are geared toward specific sectors or business requirements, such as healthcare, gov’t, and telecommunication services. If your company has technology requirements that are unique to your industry, you should look for a structure that discusses your particular challenges.

ITSM certification:
You can obtain a credential in the ITSM field of study, and there are choices for company education and training as well as personal training and certification. However, before you can find the right certification programme, you must first understand the framework you intend to use. While ITSM as a discipline can be certified, most programmes are focused on a particular structure.

The importance of ITSM:
ITSM is advantageous to your IT team, and managed services fundamentals can benefit your entire organization. ITSM increases efficiency and productivity. A organized concept of service planning also aligns IT with business goals by standardizing service delivery based on expenditures, resources, and results. It lowers costs and risks while also improving customer familiarity.

ITSM processes:
This broader approach more accurately reflects the realities of modern organizations. We won’t get into the slight variations in terminology used for practices or procedures here. What matters, and is true irrespective of the structure your team uses, is that contemporary IT service teams use organizational resources and follow repeatable procedures to provide consistent, efficient service. In fact, the ability to leverage practice or process is what differentiates ITSM from IT.

Machine learning

Machine learning is an artificial intelligence application that enables systems to learn and improve from experience without explicitly programming spontaneously. Machine learning (ML) focuses on developing computer software that can access data and use it to learn for themselves. Machine learning has already begun to make a difference in our daily lives more than anyone could have imagined. Say, for example, a pair trains their sprinkler system to turn on automatically when cats are prevented from entering their lawn. In simple words, Machine learning (ML) is a type of artificial intelligence (AI) that allows software applications to be more exact in predicting results without explicitly programming them.


The service desk management is about creating the “one-go-to” place for all the IT related needs, helps and issues. The desk is responsible for managing incidents or service disruptions, fulfill any IT related requests, and changes. The service desk scope of work is generally enormous and wide-ranging hence it needs to be managed effectively and efficiently. There are some benefits of ITSM.

1. ITSM makes it easy for teams to provide quick, proactive, shock-free responses to unforeseen events, new opportunities, and competitive threats.

2. By authorize enhanced method concerts, better accessibility, and fewer service barriers, ITSM helps clients work harder and do more business.

3. By systematically accelerating incident resolution, minimizing incidents and problems, and preventing or resolving issues automatically, ITSM helps businesses achieve greater productivity at a lower cost than IT infrastructure.

4. By incorporating observance into IT service aim, delivery, and management, ITSM can get better compliance and trim down risk.

5. ITSM helps the institute set and convene a sensible outlook for the service, leading to superior clearness and enhanced customer contentment.

Benefits of machine learning

There are some benefits of machine learning.

Automation for everything

One of the most potent benefits of machine learning is its ability to automate various decision-making tasks. It gives developers more time to use their time for more productive use. For example, we see some expected benefits in our daily lives: social media emotion analysis and chatbots. A chatbot responds immediately as first-level customer support when a negative tweet is related to a company’s product or service. Machine learning is shifting the world with its computerization for approximately everything we can think of.

Recommending the Right Product

Product recommendation is an essential aspect of any sales and marketing strategy, including up-selling and cross-selling. ML models will analyze a customer’s purchase history, and based on that; they will identify products from your product inventory that the customer is interested in. This process is known as non-supervised learning, which is a particular type of ML algorithm. Such a model would enable businesses to make better product recommendations for their customers, thus encouraging product purchases. Therefore, supervised learning helps to create a high product-based recommendation system.

Application of Machine Learning in ITSM

We need to understand that in this ever changing world of technology, the traditional IT service management (ITSM) solutions and practices have become inefficient and does not work effectively to keep the customer satisfaction levels at the highest hence its obvious that the organizations are moving towards ML application to enhance their business scalability and improve business operations. Machine Learning algorithms have enabled the ITSM pratice to improve its speed and quality of service while keeping the cost low. Still there is lost of scope for the usage. In this short article, I will cover top 7 use cases which can elevate the service level of service desk.

a) Predictive analytics — The first application of ML in any field that comes up for discussion is predictive analytics. What kind of predictive analytics can be make in ITSM? Here we can predict the number and nature of incidents, problems and issues. Even the risks associated with proposed changes, measure and predicting the future levels of customer satisfaction across different types of service desk offerings can be other areas of implementing predictive analytics.

b) Demand planning — This use case is an extension of predictive analytics itself where we use machine learning algorithms to predict the future demand for both IT services and IT support capabilities which can help the management in the budgeting decisions as well as manage the entire process effectively with minimum cost. The result from demand planning can also help us to gauge the required levels of variables like cost, pricing, benefit, capacity, stock, etc.

c) Predictive maintenance — We can treat this as extension of demand planning on engineering side than operations, which is the theme in demand planning. Machine learning algorithms enables to selectively apply maintenance to the IT infrastructure and critical business services to prevent disruptions in services or failures. The various processes that are being designed around this is mostly about the ability to track important parameters in real time and with the help of algorithms working on these real time data and give us the trigger to take prevention actions.

d) Improved search capabilities — This might sound a trivial capability but its one of the important features as we are talking beyond the traditional search options and results. We are talking about intelligent search capabilities, which can predict the search criteria and provide the data related to relevant search keywords. This would give us number of relevant search result with a high degree of accuracy to use the content for our work.

e) Providing recommendations — Everyone is probably aware of the product recommendations algorithm usage by Amazon to predict what we might want to buy. Similarly, Netflix and Spotify can give us best entertainment content. Extending the similar logic, the product recommendations in ITSM field can provide self-help in recommending knowledge base or solutions for service desk agents, or for end users. Thus, this can help us in speeding up processes to deliver resolutions or services more quickly and accurately which can not only help to improve customer satisfaction but also improve employee efficiency.

f) Identifying and filling knowledge gaps — Machine learning algorithms capabilities are generally linked to identifying and distribution of knowledge from the data but we can also use it to create the knowledge. Some of the top applications under this use case, we can think of are identification of knowledge-article gaps based on the analysis of aggregated incident ticket data. While converting a resolution note of documented ticket into knowledge, algorithms can be used to identify the most pertinent and valuable information from which to create a new knowledge article.

g) Intelligent autoresponders — Probably we might be trying to stretch the capabilities little too far in this case but its possible to achieve what we are trying. Depending upon the issue type and the nature of the problem, we could use technology to work on a ticket, understand the problem, find the solution, apply it and close the ticket without any human intervention with highest accuracy level. It’s a high-value use case scenario hence even we can use technology to close 1–2% of the issues created, it can give us a great benefit in terms of time, cost and convenience.

Final Thoughts:
ITSM is at the heart of organizational modernization. As the adoption of software-powered services grows, IT service teams are facilitating staff members across organizations to give value more rapidly. The IT team’s role has shifted from providing the necessary support to trying to distinguish the company. It is time to shift ITSM strategies to emphasize cooperation, ease of use, and quicker customer satisfaction.



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