The Impending Evolution of the IT Service Desk

Can the IT service desk be partially replaced by artificial intelligence (AI) technology? This could become a reality with the advancement of chatbots and digitization.

According to a survey by ITSM.tools, 82 percent of IT professionals said IT will become more difficult over the next three years for some or all IT roles. Specifically, those working as IT service desk agents believe they will continue to fall under greater pressure.

Interestingly, 16 percent said the adoption of AI capabilities will be a job killer in IT, and 44 percent said they believe AI would only have some impact on their job. A third said AI would have no impact on IT, even though the advancements in AI are already beginning to show signs of impacting their roles.

Chatbots are already being implemented to manage help desk tasks, which highlights an element of denial with regard to exactly how much AI will impact IT. An analyst at ITSM.tools said it wouldn’t be long before chatbots are being used internally, which can be done at a much lower cost than hiring a human to execute the same tasks.

IT personnel are often tasked with simple jobs that chatbots can easily take over. This could be seen as beneficial for IT personnel who would like to spend more of their day solving complex issues rather than fixing repetitive, simple problems.

Another aspect uncovered in the survey is that the IT service desk does not see the business process. No doubt, everyone working in IT should have a firm grasp on how the business operates. By looking more closely at consumerization, IT personnel will gain a better view of how people are using IT services and how chatbots may change the process for solving everyday challenges.

Another step in the evolution of IT is that as digitization strategies are adopted, internal IT will jump from supporting internal staff to external customers. Furthermore, as more internal application programming interfaces (API) are adopted, the IT service desk will find more tickets being submitted by humans and machines using external API.

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