IT Service Management and GenAI at SKILup Days 2024

Hi everyone. Welcome to my session, AI impact on ITSM. And you know, I'm here to, to talk to you about how we can leverage the power of chain AI in IT service manage management, and especially in continuous improvement journey.

Okay? I'm Rena. I'm a director of learning and education at 24 trainings and thank you Techstrong and people start for organizing skill up day.

I very much appreciate this opportunity to share my knowledge with everyone. So let's talk about what we're gonna cover in this slide. So you see this heartbeat is there for a reason, okay?

If you think about it the way the whole IT organizations are structured, I, I think being this service management is like kind of the heartbeat, which kind of keeps collaborative efficient, you know, behind the scene to make sure that the services are delivering value. So in this session we are gonna focus on how IT service management and gen AI can automate data analysis, predict service needs, drive innovation in service design, helping the organization to meet and exceed business requirements. Now, a lot of people, you know, who might be listening to, to this presentation are very familiar.

Like that's an assumption on my part, but like it's been a talk of the town like gen AI for over a year now. So, you know, let's walk through and say like a simple example 'cause we have about like, give or take about 20, 25 minutes and there's a lot to cover. Okay?

So first I wanna remind everyone like, you know, there's been a hype, there's been anxiety, there's been a lot of prediction, you know, what AI can do for us, how we may lose our jobs and like robots will take over, et cetera, et cetera. The reason I'm sharing this, because it really resonates with me 'cause it's like, train has left this station, you can't stop it. Like you, you have option and you are in control.

So, um, I kind of receive a daily block from safeguarding 'cause I really like his writing. So I received this like couple of days ago, like, you know, the first step is if you don't get AI to do your work, your boss will, who would you rather have yourself or your boss? I would say myself, right?

And the second step is because AI is doing some of your work doesn't mean you have nothing to do. Now you have free time and you can do the work which AI can do. So critical thinking, think like relationship building, taking actions, you know, innovative ideas.

Those are the kind of things you can focus on. We hear that a lot. Like someone who is working at the desk, they don't have time.

Like, oh, I really wanna improve this. I really wanna make this customer, or, you know, I need to do this analysis. There's just not enough time because like either it is meeting or I'm resolving incidents, et cetera, et cetera.

That's just of one example. So like when you approach AI now any kind of a, it is not like genetic AI isn't the only thing. Like there's so much out there in the market.

So think about it like, now I'm going to be using this to help me with my work and I have this free time. What am I gonna do with it? Okay, so I have this slide and we are here gonna talk about, you know, what is AI and what is it?

Service management. Let's start with AI first. So in my honest opinion, it definitely is a technological revolution.

Now we know chat g BT was launched in November 30th, 2022. Within five days it gained 1 million users. That's incredible, I would think partly because it was free and it's exciting and it's fun, but you know, nevertheless, like, you know, people are ready to impress, willing to try and kind of see like, okay, what this new fancy toy is about.

Within a few month it reached over a hundred million users. Like, you know, um, I mean I guess in academia it had a more impact where people like us, students teaching and you know, are they creating assignment through activity, et cetera, et cetera. But like people I spoke to definitely were familiar and most of them were using it in their workspace, you know, in one form or another.

Um, and number two, it's a little over height. And it's not just me saying that like, you know, garner has a hype cycle and as for their research, it definitely is up there kind of like, uh, you know, um, I myself have been part of those, um, you know, LinkedIn post where there some like, doctors will be replaced and, you know, um, everyone you can pretty much think about like who works in a office will be replaced. Lawyers will be like, come on, that's a, you know, a bit too extreme at this point.

Um, there's like every day I get two to three emails on AI conference, uh, bootcamp, uh, event webinar, how best to utilize ai, ethical ai, responsible ai, you know, risk in using ai, et cetera, et cetera. Um, definitely talk of the town. And last but not least, I think it has a, you know, a really promising future and it definitely introduces new work error.

So if you think about like if I'm trying to set up a meeting with someone right now, I'll be like going, typing their email, checking their schedule, typing an agenda, et cetera, et cetera. Give, would take maybe five minutes, maybe it'll just slightly over two years down the line. It's like I'm gonna be telling my computer like, Hey, I need to set up this meeting.

Subject is this, I need X, Y, Z, and it will just do the job. And in less than a minute, meeting invites will be on its way. So definitely I think how we work is, is going to look very different versus what it looks now.

I always think like, uh, you know, kind of like if you think about previously in the bank, I would say, you know, they would use like pen and paper to do accounting and they've got calculator and then they got Excel spreadsheet and how things got automated. Like I think in that perspective, now let's focus on IT service management because AI is something which is going to kind of, you know, change the how technology works. Now, how we work ITSM is a core component because it helps us to, how are we gonna manage the ai, how are we gonna manage the technical component?

How are we gonna continue to deliver value to our customers? How are we gonna be able to personalize services? That's where IT service management will be able to help us.

So, um, so when we think about IT, service management, you know, in my, um, research, um, I kind of looked into what's kind of frameworks are out there and I think ITIL is one of them. I consider to be best in class service management framework. It helps you to not only deliver value, like, um, just to your customers, but it also helps you to, you know, collaborate, collaborate with them, co-create value with your consumers as well as your provider.

Okay? It has bunch of tools and techniques that you can use like, um, things like full dimensions, service value system practices, service value chain, um, reporting KPIs. And then, uh, you know, market is kind of ingested with tools which are ITIL compliance.

So definitely a plus point there. And last but not least, and one of my favorite that it has a nice structured approach. Of course, it doesn't tell you that you, you need to do exactly what you're saying, like it's not prescriptive, but it also encourage like adaptation offers flexibility.

Make sure you are doing like collaborative approach. It has like, uh, you know, guiding principle which kind ready to use promises you to help any problem in any situation for your organization. So, you know, kind of in the slide here, this is just snapshot of what AI is and what is service management is.

Now let's look at the next slide. I've kind just given a little, uh, potential use cases that you can use for your role organization. Uh, I wanna focus on the continual improvement aspect.

So, you know, what can I do using chain ai, um, or any other, um, AI really, I can do data analysis. I that can help me to identify trends. It can help me to uncover hidden patterns.

Now I'm not saying that you as a person or the team can do it. I think of course we can. It might, you know, it probably is gonna need more time versus what the, this language model can do for you.

It can do predictive analysis and I kind of put a little hyperlink. So when you are watching, click on the link and you can see this video, which was, uh, shared at ServiceNow Knowledge 2024. It's really good.

It's really good how they are. It's a bakery. Um, how they are using this AI to help them forecast, you know, what the customer needs are going to be.

I mean, it helps to increase their customer satisfaction and also kind of, you know, sustainable so they're not producing based stage or, you know, creating unnecessary production which are not going to be consumed. Um, innovation, it can help you to generate new ideas for your designs, improve service quality, enhance the customer satisfaction process automation. So, you know, we've been talking about pro process automation before even AI got there and I think in some ways we, we have done a kind of a good job of adopting that.

But I think with AI you can go take it to next level. Like I was talking to somebody yesterday and we were talking like when kind of AI becomes more common, something that we are all using in workplace, does that mean we don't need incident management? No, that's not what it means.

We would need incident management. It would just mean what the team or a person will be able to do using gen AI and how they process incident management will look different than what it is. Perhaps you don't need a human to answer the call.

Maybe it'll be kind of a machine user will go there longer call, you know, it'll try to find a resolution with the best match and resolve if possible. If not, obviously it'll go to the team who is responsible for it. So this just a really simple small example of the use cases.

And in this next few slide, I'm just gonna walk you through, you know, what I was able to do and this was less than two minutes. Okay? Obviously I had a small sample data, uh, and I used the copilot, which I did not subscribe to.

So this was totally free version. And I put some dummy data and gave incidents and kind of see like, you know, what it can do for me. So I would always encourage that if you are interested in like how can you leverage this AI in your workplace or, you know, uh, whatever task you're trying to do within service management, start small and make sure your data is accurate because your output is going to be as good as what your input is.

You know, they select garbage in, garbage out. So make sure your data is structured is accurate. And then make sure you give meaningful prompt.

Like, as you can see in these slides, first I kind of upload it and ask like, you know, who's got the most incident and then who has opened the most incident? And then, you know, can you gimme an analysis? Now if I'm gonna talk about like, hey, I need to do root cause on problem management and the file is incident and everything's about incident, I'm not quite sure how producting that result is gonna be.

Haven't tried yet, but giving a shot. But the point is make sure your prompts are specific and meaningful, that the machine can understand what you're looking for. And you know, worst case you will learn and everyone will have a good laugh.

Okay? Um, so this is kind of just expanding on then I wanted a little breakdown of each person and as you can see, and I think I was going continuing and I don't think I've kind of shared that, but it kind of gives you summarized observation as well. So you don't have to go look at everything, but kind of saying, okay, now, you know, kind of tell me, looking at this data, what are your observation?

You do need to validate that, of course, because it's all about perspective, right? Like what are you focusing on? Are you focusing on type of incidents or are you focusing on who is handling more incidents or are you focusing on, you know, uh, breaching SLAs, et cetera, et cetera.

So just make sure that you validate, like don't not just take the, you know, output straight from the AI and kind of start circulating. 'cause I think, I think it in this slide over here, the curve. Do say that that, you know, it may not be, um, uh, a hundred percent correct, some kind of thrown to error.

So just be mindful of that. Okay? And, uh, in this slide I have just given you kind of a little resources that you can go check it out for yourself.

So of course, 24 training, that's the company I work for. You can check them out on AI education, uh, Gartner's AI resources. The podcast is one of my favorite.

Mackenzie, uh, Google's AI bootcamp. Lot of free learning. If you're really interested in upskilling yourself, that's what this webinar is about.

So make sure you check that out and, you know, sign up to classes. Um, it's, it's a fun, fun thing you'll enjoy. And, um, just as a little fun part, and I encourage you to go through the slide and check it out.

Watch this tool trailer. I watched these shows like, um, two plus years ago, I think upload. I started watching during Covid era and I was like, oh, wow, this sounds fun.

Now I think it can happen 10, 50 years down the line. This could be a reality, uh, for many of us. com, join us via LinkedIn or feel free to call us.

And thank you once again, text Strong for giving us this opportunity to present, uh, this webinar.