3 ways automation can improve ITSM and customer service

  • ServiceNow Blog
  • Solutions
  • AI and Automation
  • 2022
February 10, 2022

Improving ITSM and customer service with automation: A person holds a smartphone.

IT service management (ITSM)—the management and support of IT services—is vital for good customer service. It encompasses problem management, incident management, change and release management, and service-level management. Because it’s an integral part of customer service, it’s important to keep it optimized and streamlined. Here are three ways automation can help with those efforts:

1. Enhance service experiences

Enabling collaboration between your IT services and IT operations teams can add value to your organization and decrease costs. That’s what a single cloud platform offers—plus up to 30% increased productivity.

Watch our Automate and Optimize Technology Service Operations webinar to get more details. ServiceNow Senior VP of Product and Service Management Matt Schvimmer will provide insights from customer use cases, as well as how to get started.

2. Accomplish more—fast

Automating routine tasks can save employees time and free them to focus on the work that matters most. Taking that automation a step further through machine learning offers even greater benefits.

ServiceNow Predictive Intelligence simplifies work by using machine learning to automatically:

  • Classify tasks, incidents, and cases

  • Suggest tasks and content to help resolve issues fast

  • Identify and triage critical incidents

In our Ask the Expert: Predictive Intelligence webinar, two ServiceNow Predictive Intelligence experts address common questions about automation and machine learning.

3. Boost self-service

An AI-powered chatbot can be employed to answer common customer questions, serve content, collect user data, and provide support. ServiceNow Virtual Agent uses natural language understanding (NLU) to carry our conversations with customers and to aid in self-service, such as password resets and system status updates.

Join our Jump-start Your Digital Transformation Using an AI-powered Virtual Agent webinar to find out how Virtual Agent can deliver instant return on your investment. ServiceNow VP of Emerging Technologies Rajeev Sethi will detail how an AI-powered chatbot can accelerate digital transformation.

Get more insight about AI-powered chatbots in our Ask the Expert: Virtual Agent webinar. The principal product manager and senior product marketing manager will address questions about Virtual Agent and explain how it can help support your business.

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