Key information
Request reference number: MGLA220424-1364
Date of response:
Summary of request
Request:
I seek responses to the following queries as part of research into the adoption of AI functionality in service provision.
If it helps, your IT dept would likely be best placed to provide answers to the below.
Are you currently using AI functionality within your IT Service Management function? Yes/No
If yes
What functionality are you utilising? (e.g. co-pilot, incident/ticket summarisation, chatbot, ticket routing, knowledge creation etc)
What measurable benefits have you achieved since implementation of AI functionality?
e.g. reduced MTTR, increased ticket handling (from X to Y), First Call Resolution (FCR) etc
What statistics can you share? E.g FCR went from 60% to 80% and/or MTTR reduced by 10%
If no
Do you have plans to introduce AI capability within your Service Management function within the next 12months?
If no, what is your key rationale for this decision?
If yes, what are the key benefits you are looking to drive (see above examples).
Response:
Please find below the information we hold within the scope of your request:
Are you currently using AI functionality within your IT Service Management function?
No
If yes -
What functionality are you utilising? (e.g. co-pilot, incident/ticketsummarisation, chatbot, ticket routing, knowledge creation etc)
What measurable benefits have you achieved since implementation of AIfunctionality?§e.g. reduced MTTR, increased ticket handling (from X to Y), First CallResolution (FCR) etc
What statistics can you share? E.g FCR went from 60% to 80% and/orMTTR reduced by 10%
[ n/a ]
If no -
Do you have plans to introduce AI capability within your ServiceManagement function within the next 12months?
No
If no, what is your key rationale for this decision?
Our IT ServiceManagement moves to Transport For London
If yes, what are the key benefits you are looking to drive (see above examples).
[ n/a ]