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Real opportunities for AI in IT services

Real opportunities for AI in IT services

Artificial intelligence offers IT leaders an opportunity to make IT service management (ITSM) more efficient and to enhance the experience for internal customers.

Gavin Booth

Director, Strategic Alliances

KPMG in the UK


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Artificial intelligence (AI) technologies, including machine learning, predictive analytics (PA) and robotic process automation (RPA) are maturing fast.

At KPMG, we see four different opportunities for ITSM to apply these technologies to improve efficiency and increase internal customer satisfaction. Each can be implemented relatively easily to demonstrate the potential of artificial intelligence and lay the foundation for a wider programme of transformation.

  1. Improving self service
  2. Handling low-complexity queried more effeciently 
  3. Resolving complex queries; and
  4. Making smarter decisions on where to focus resources

AI has exciting potential to reduce the cost of ITSM and enable the function to deliver a better service for internal customers. But, it takes focus to ensure that investment in these new technologies delivers the anticipated benefits and careful planning to manage the impact on people whose skills are being augmented by an intelligent machine. 

Download our insights to discover the real opportunities from artificial intelligence in ITSM.

© 2020 KPMG LLP, a UK limited liability partnership, and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative, a Swiss entity. All rights reserved.

KPMG International Cooperative (“KPMG International”) is a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.

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