Organizations are facing multiple challenges regarding IT operations – and for multiple reasons. Traditional IT management solutions are no longer able to keep up with the demands of digital transformation. Productivity is down, and skilled talent is hard to find. It’s tempting to hang on to legacy infrastructure for as long as possible, but that comes with a high maintenance cost and lesser performance.
Artificial intelligence and machine learning offer hope for these issues. Recent breakthroughs in technology have enabled the rise and widespread use of AI and ML. Organizations can now build intelligent systems to help them address business challenges and meet objectives. In fact, Gartner predicts that in 2021, AI augmentation will generate $2.9 trillion in business value and recover 6.2 billion hours of worker productivity.
The Toronto Pearson International Airport found Gartner’s prediction to be true when they adopted an AI-based ITSM solution to help improve its service. The resulting automated, rule-based workflow management ensures that maintenance issues are addressed before they become passenger safety issues. The solution also enabled them to deliver enhanced customer experience, faster resolution of tickets and an improved CSAT.