Service Desk Intelligence
- 14 May 2024
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Service Desk Intelligence
- Updated on 14 May 2024
- 1 Minute to read
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Service Desk Intelligence for Incident Management describes how to optimize and enhance incident management in a service desk or IT support environment by utilizing advanced analytics, machine learning, and data-driven insights.
Leveraging intelligent technologies to quickly identify, analyze, and resolve incidents, ultimately enhancing the efficiency and effectiveness of the support process is part of the Service Intelligence process.
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Figure: Benefits of Service Desk Intelligence
User Persona: Administrator
Use Case User persona: Administrator | Solution |
| NovaTech IT Service Desk receives a significant number of Incidents on a regular basis. These are related to system downtime, application failures, network issues, and hardware malfunction. The sheer volume of these Incidents makes it challenging to prioritize and resolve them promptly. | To resolve this, the {{variable.Role - Administrator}} configures the Service Desk Intelligence which provides data integration to collect and analyze data from various sources. It uses predictive analytics to spot patterns and trends and uses automated incident triage to classify incidents. This helps to highlight incidents with priority and use smart routing to channel incidents to the appropriate teams. The AIML embedded in Service Desk Intelligence also ensures root cause analysis and performance monitoring to identify areas of improvement and prevent future occurrences. |
Configure Service Desk Intelligence
1. Navigate to Design Studio > Module > Configuration > AIML > Service Desk Intelligence.
Figure: Service Desk Intelligence
2. Click New to enable the Service Desk Intelligence. The following page is displayed.
Figure: New Service Desk Intelligence.
3. Specify the Department from the drop - down menu.
4. Switch on the Enable toggle button and click Submit.
Note
Enabling the Service Desk Intelligence is one time activity.
Once enabled the Service Desk Intelligence is activated by providing suggestions, when the Analyst opens a new logged incident. For more information, refer to the image below.
Figure: Service Desk Intelligence
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