Service Desk Intelligence

In addition to automatically resolving some selected IT service issues described in Conversational Copilot, Copilot also has the functionality of AI-driven automatic Categorization and Classification of all Incidents and Service Requests. This makes an analyst’s job fast and simple.

The predictions made by an AI model reflect past data. Based on input in the Symptom and Description fields, Service Desk Intelligence scans the available history of the records to identify similar records. Further, the Service Desk Intelligence analyzes human responses to similar records in the past and provides suggestions. Analysts are enabled to view and apply the AI suggestions provided by the Service Desk Intelligence. If records exist with proper data, the field predictions are in conjunction with that.

Note

Service Desk Intelligence is not limited to IT Service Management, It is also used on HR Service Management. Based on the Case field values such as Symptom and Description, AI Suggestions are predicted upon closure of HR Case IDs. As you click on Apply in AI Suggestion popup the values must assign to the relevant fields in the HR Case Record.

Use Case

Predictive AI enhances IT Service Management (ITSM) by proactively addressing potential issues and streamlining operations. A notable use case is its application in Service Desk Intelligence.​

Apply AI Suggestions

Copilot’s Service Desk Intelligence efficiently identifies the correct resolver group to address an issue by analyzing its specifics and matching the skillsets and expertise of the available support teams. Leveraging historical data and predictive analysis, copilot directs the issue to the analyst expertized in resolving it, enhancing resolution speed and accuracy. This capability optimizes resource allocation and improves overall service quality.

To Apply AI suggestions on an Incident or Request, perform the following steps:

1. Log In to the application as an Analyst.
   

2. Select Service Management.
   

3. Navigate to Incident > Manage Incidents.
   Manage Incident - List page is displayed.
   

   Figure: Manage Incident - List page
   

4. Click Incident ID hyperlink to view and apply AI suggestions.

   Note

   Ensure to select the Incident ID that meet the condition as defined on the AI Suggestions Popover Form.

   Example: If Status is New, In-Progress

5. By default, AI Suggestions popover form is auto displayed when an Incident is opened.
   Validate the values and click Apply to insert the values in the fields.

   
   Figure: AI Suggestions

   
   For more information, refer the following Field Description.

   Field	Description
   Workgroup	A group entitled to work or resolve the selected Incident / Request. Example: Helpdesk, Application Support, Infra Support Team etc.
   Impact	Measure of the effect of an incident/Request on the business processes. Based on the number of affected users and the business criticality. An Impact is determined. Example: If Impact is High it implies that a large number of users are affected impacting business activities.
   Urgency	Measure of how quickly an incident must be resolved and resolved to prevent further business impact. Example: If Urgency is High it implies that Incident / Request must be resolved or completed.
   Priority	Based on the measure of Impact and Urgency on a Request / Incident, Priority value is determined. Example: If Impact and Urgency are High, then the Priority can be P1, P2, or P3
   Category	Categorize the Incident / Request to a category group according to certain shared characteristics such as the nature of the issue, affected systems, or the type of service impacted. Example: Infrastructure, Administration, etc.
   Classification	Classify the Incident / Request to a group that share similar occurrences based certain characteristics, like the type of issue, its consequences, and the systems or services that are impacted. Example: Hardware, Access, etc.
   Analyst	Name of the Analyst to whom the Incident or Request will be assigned to work upon.
   Service	Select the service from the dropdown to which the Incident belongs. Copilot inferred IT service category name is displayed in the Service dropdown field. Note If none the options match, then Others is provided as an option the Service dropdown list. Example: Computer and External services, Hardware services, Software Services Figure: Service

6. Disable a suggestion by deactivating the control for the field that is not required. An additional field Justification for not using the <filed_name> is displayed. However, providing justification is optional.
   
   Figure: Disabled fields on AI Suggestions
   

7. Click Apply to insert the values in the fields and return to the Record details page.
   A success message is displayed as Field suggestions from AI are applied.
   

   Figure: AI suggestion Success Message
   

AI Suggestions Form

The AI Suggestions is a Popover Form configured in the Form Designer of Service Management Application and used as a Form Action on the Manage Incidents Form. This is one of OOB forms provided within the application.

Note

AI Suggestions popover form is displayed when an Incident is opened for the Analyst to whom the Incident is assigned.