Pandemic Creates ITSM Scalability and Quality Crunch According to DeepCoding Analysis
Summary
The pandemic has created a perfect storm for ITSM teams highlighting the inability for the sector to scale and maintain quality. The issue has been exacerbated by technician absenteeism and budget cuts, causing customer satisfaction levels to plummet. The effective deployment of Artificial Intelligence has enabled these organisations to reduce ticket volumes and costs while improving the customer experience. Utilising AI, DeepCoding has delivered impressive results for its clients during the pandemic, accelerating digital transformation by automatically shifting left, intelligently routing tickets, and dramatically reducing resolution times. “Our analysis indicates that the COVID pandemic has been detrimental to the ITSM sector which has witnessed a significant rise in costs and a decline in the quality of service.