What's in this Success Playbook

Machine learning (ML) holds significant promise for IT service management, particularly for incident categorization and routing. In this Success Playbook, you’ll learn how to:

• Use Predictive Intelligence to improve incident categorization and routing
• Demystify machine learning and get your service desk team in the comfort zone
• Create pilots with Predictive Intelligence 
• Refine and scale your use of Predictive Intelligence for better incident management

Key takeaways

The most important things to know

• Educate your teams on machine learning, both as a means to “demystify” the concept and spur innovative thinking.
• Collaborate with your teams to take advantage of this thinking, and develop smart pilots focused on improving the performance of the incident management process (rather than simply deploying a capability).
• Use these pilots to build expertise and enthusiasm and to both scale and standardize the use of Predictive Intelligence.

The payoff of getting this right

By using Predictive Intelligence effectively, you can significantly improve the accuracy and speed of incident categorization, improving your mean time to resolve incidents.

Steps covered

Step 1: Educate your IT service management organization

• Familiarize your service desk team with machine learning concepts and with how Predictive Intelligence works. When service desk agents understand both the concept and application of machine learning, they’ll be more likely to identify opportunities to improve incident management workflows.
• Don’t focus on “selling” machine learning. Instead, work with your teams to modernize and align your incident management process using Predictive Intelligence—and identify where service desk agents can reallocate their time to higher-value tasks.

Step 2: Develop a pilot to demonstrate Predictive Intelligence’s capabilities

• Build and focus a pilot on a specific problem or use case so you can measure success through improved mean time to resolve/repair (MTTR) or reductions in incident rerouting.
• Start with out-of-the-box solutions, but include different approaches in your pilot to arrive at the optimal configuration..
  

Step 3: Build the data you need to scale

• Evaluate your pilot to improve your prediction accuracy and the number of predictions generated with some defined benchmarks that define success for the owner group.
• Increase your team’s use of Predictive Intelligence to effectively embed the tool in your incident management processes.