Delivering Efficient IT Services in the Digital Workplace. IT service management ... To reduce incorrect ticket assignme
Use Case Operations Analytics: IT Service Management Support Resolution
Industry Challenge
Data Analytics Application
Delivering Efficient IT Services in the Digital Workplace
Accurate Problem Triage with Machine Learning Technologies
IT service management (ITSM) support is continuously looking to improve resolution times, increase customer satisfaction and incorporate technological advancements in automation that reduce operational costs. With the advent of digital engagement platforms in the consumer service market, the expectation for finger-snap problem resolution via conversational channels is the status quo.
To reduce incorrect ticket assignment, Unisys built a bot driven by machine learning and advanced data analytics that understands end-user requests and directs tickets to the appropriate team at the moment of submission.
With the current manual process of triaging tickets, routing requests to the right teams and responding with appropriate solutions, every stage of the resolution life cycle is prone to human error and suboptimal response time. Tickets are often misclassified and assigned to the wrong resolution team, resulting in multiple rerouting. In many cases, the receiving team does not understand the user problem and contacts the user for clarity, resulting in delays and poor customer satisfaction.
The solution utilizes large volumes of service ticket data to build and fine-tune triage algorithms. It monitors the conversational interface in real-time, interprets issues described in the conversation, identifies the most appropriate team to handle the ticket and routes tickets to the team across web, email and mobile channels.
Business Value Better Service Outcomes with Self-Service and Automation Data analytics technology lowers mean time to repair (MTTR) by reducing triage errors that cause problem resolution delays. With more accurately identified problems, successful self-service automation is possible, paving the path for additional analytics-driven ITSM solutions.
• Shorten resolution times by accurately identifying incidents and problems • Reduce costs and prioritize resources with automated, upfront ticket triage • Improve customer satisfaction through faster and more accurate remediation
For more information about how data analytics improves ITSM, check out the Unisys InteliServe™ solution at www.unisys.com/inteliserve.
