Greetings FOI team, please can I seek responses to the following queries as part of research into the adoption of AI functionality in service provision.
If it helps, your IT dept would likely be best placed to provide answers to the below.
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- Are you currently using AI functionality within your IT Service Management function? Yes/No
- If yes
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- What functionality are you utilising? (e.g. co-pilot, incident/ticket summarisation, chatbot, ticket routing, knowledge creation etc)
- What measurable benefits have you achieved since implementation of AI functionality?
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- e.g. reduced MTTR, increased ticket handling (from X to Y), First Call Resolution (FCR) etc
- What statistics can you share? E.g FCR went from 60% to 80% and/or MTTR reduced by 10%
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- Do you have plans to introduce AI capability within your Service Management function within the next 12months?
- If no, what is your key rationale for this decision?
- If yes, what are the key benefits you are looking to drive (see above examples).
-------------------------------------------- EXAMPLE RESPONSE BELOW --------------------------------------------
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Are you currently using AI within your ITSM?
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YES / NO
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Example
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If yes
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What functionality?
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Incident summarisation / Auto ticket routing
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What benefits have you realised?
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Increased FTF
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What statistics can you share?
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FTF went from 78% to 85%
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If no
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Do you have plans to introduce AI within your ITSM in the next 12 months ?
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YES / NO
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If no
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Why not?
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No budget / Solutions aren't mature enough / Cannot see benefit
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If yes
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What are the key reasons / benefits
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Improved service and outputs
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