Benefits Value of ITSM PRO - Predictive Intelligence & Performance Analytics
Pre-Reads:
1) ITSM to ITSM PRO Evolution Why What
2) Benefits Value of ITSM PRO - Virtual Agent ITSM
Predictive intelligence application is our ML capability that can be applied across service management practices to help predict automate and solve issues.
Predictive Intelligence includes
- Predictive Intelligence Workbench
- Major incident detection
- Action and content recommendations
- Categorization, routing, and prioritization
Why adopt Predictive Intelligence Workbench?
- Allow service owners to quickly take advantage of AI capabilities–without needing data science expertise.
- ITSM PRO as of Paris release has pre defined use case templates which customers can take advantage off and build machine learning models with zero code.
- There are guided setups as well to set this up.
Benefits Value
- A lot of companies with IT operations HAVE THE Service Desk Dispatcher role to ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user's service issue and can assign the ticket to the proper technician. With Predictive intelligence you can solve that by auto assigning incoming incidents to the correct assignment group. Also have the right category and configuration item thereby helping you triage it correctly and decrease manual errors. This also helps divert resources where it's needed most saving up costs.
- Suggest Major incidents. Let's take an example. Most IT departments have experienced vpn issues being reported and usually a barrage of users start reporting it by creating tickets /incidents 🎫 for the same. After say an hour or so the Major Incident Manager decides to open up a major incident / major outage for these issues. With PI similarity it can proactively detect patterns and suggest/open up major incidents without manual intervention.
- Predictive Intelligence also suggests Incidents relevant to an incident or major incidents savings hours of manual labor of attaching those one by one. At the same time while triaging an incident you can see similar incidents with proposed solutions thereby improving efficiency and customer satisfaction. Makes agents to work faster and smarter.
- How many times have you seen this scenario where support engineers are diligently working on an issue for hours and days only to find out that there has been an incident in the past where another agent has already gone through all the trouble and provided a solution. You can suggest similar relevant incidents, knowledge based articles within agent workspace and reduce incident resolution time considerably.
Benefits Value Performance Analytics
Most reporting usually gives a nice view of what’s happening at the moment. However, if you need to understand trends, shifts such as “are we getting better”, or “where do I need to divert the resources”, or “how many issues do we solve in day?” This is where the potential of analytics comes in.
"Performance Analytics (PA) is a single system of record for collecting and analyzing data. Use Performance Analytics to track, aggregate, and visualize key performance indicators over time, rather than reporting on a point in time"
A major advantage of having ITSM PRO is the Performance Analytics Dashboards that come along with it.
Virtual Agent Analytics:
Value: As Incidents Managers you want to be able to get aa snapshot of how many conversation were handled by Virtual Agent , how many of those were transferred to Agents, how many used the Virtual agents chatbot just to talk to an agent without using the OOB topics and how many of these were abandoned.
All of this information and more is available in the Virtual Agent Analytics dashboard which helps you understand deflection rates.
Value: Performance Analytics enables you to forecast future scores based on existing trends. You can forecast scores on Performance Analytics time series widgets and scorecards. You can setup up targets, track them, contrast and compare your VA conversations. Forecast scores appear as a dotted line.
More information here
One key metric to understand deflection rates better is understanding what issues the VA chatbot is assisting to help resolve. The VA chatbot you have the ranking of topics based on frequency per month.
Here is more Information in regards to the same: Virtual Agent Analytics Dashboard
ITSM Predictive Intelligence Workbench dashboard
"As a machine learning advocate I want to visualize operational and automation metric performance and improve my predictive model”
Value: Some of the most important KPI's in predictive intelligence is to understand what’s the number of your prediction coverage classes , what’ the distribution of those classes are CSAT's being affected/improved since deployment of PI use cases and most importantly how has MTTR improved with Predictive Intelligence. All of this information is available to the ML advocate to make better decisions.
Here is more Information in regards to the same: ITSM PIWB dashboard
.png){kind=link}
