Maybe I am Dreaming ... - Service Management Leadership

I may be a dreamer but I am excited about the future of AI and ML within Service Management and Asset Management.

Here are two examples:

1. Help ensure Knowledge articles are current by evaluating the quality and currency of the topics most searched. Add in the ability to survey (and analyze the results of) searchers. The next step may be to – using AI – transfer “knowledge” from the project/product update documentation.

2. Now, Discovery can search for all software and hardware on the network and compare to Asset register/database. But, imagine the ability to match user patterns to licensing and hardware needs. Then, taking it a step further, the AI knows by support tickets how to incorporate into future licensing (trends, etc) and even hardware refresh cycles.

These are not that far off from current capabilities.