AI-powered Service Management: Streamlining Incident Management in JSM using Atlassian's Virtual Agent and Cprime's Custom AI Technology
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Sound incident management operations encompass activities ranging from logging and prioritization to escalation, documentation, and reporting. What could your employees do with all that extra time if you automated these operations with AI? In this webinar, we will showcase: - How to streamline incident management and post-incident reviews by harnessing no-touch resolution and triage with 3rd party tools like Atlassian Jira Service Management - How to use incident management to improve your customer’s experience while incorporating an added layer of efficiency with custom AI co-pilots - How to empower human agents to resolve issues faster and drive continuous improvement and enhanced knowledge management for incident escalations
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AI-powered Service Management: Streamlining Incident Management in JSM using Atlassian's Virtual Agent and Cprime's Custom AI Technology
- 1. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. www.cprime.com | 877.800.5221 | +44 (0) 203 811 0424
- 2. 2 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster 2 2 Streamlining Incident Management in JSM using Atlassian's Virtual Agent and Cprime's Custom AI Technology AI-powered Service Management
- 3. 3 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Audio is streamed through your computer speakers, so make sure your audio is on and turned up. Housekeeping Items The recording and slides will be sent to everyone via email within 24-48 hours after the webinar concludes. Submit questions any time during this presentation via the Q&A box on the bottom panel of your screen. Audio is streamed through your computer speakers, so make sure your audio is on and turned up.
- 4. ©2020 Cprime, Inc. All rights reserved and no copying without express written permission. WWW.CPRIME.COM | 877.753.2760 4 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster 4 Meet our Speaker Clayton Chancey ITSM Practice Lead, Cprime Josh Judd AI Chief Architect, Cprime
- 5. 5 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Objectives 01 What is AI? 02 What is IT Service Management? 03 AI-Empowered Service Management 04 Leveraging AI for Business Success
- 6. 6 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Polling Questions
- 7. 7 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Which ITSM disciplines do you have configured within your tools? ● Incident Management ● Service Request Management ● Change Management ● Asset Management ● Knowledge Management ● Other Poll Question #1 7
- 8. 8 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster ● Definition ○ IT Service Management (ITSM) is a strategic approach to designing, delivering, managing, and improving IT services within an organization, ensuring IT services align with business needs, deliver value, and ultimately promote enterprise agility. ● Key Players ○ ServiceNow ○ Jira Service Management ○ Cherwell/Ivanti ○ BMC Remedy ● Benefits ○ Operational efficiency ○ Reduced cost ○ Increased customer satisfaction ● Risks ○ Poor implementation can lead to over- or under-cooked solutions ○ Bad organizational change management prevents adoption What is IT Service Management?
- 9. 9 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Polling Questions
- 10. 10 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Which best represents GenAI on your service management roadmap for 2024? ● We’re interested ● We have identified use cases ● Use Cases are funded ● We’re beyond use cases and looking to scale Poll Question #2 10
- 11. 11 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster ● AI: Software that does something which previously required a human mind ● The Large Language Model (LLM) is one type of AI ● OpenAI (makes ChatGPT) is one company with LLMs ● Google, Meta, Microsoft, and others also have LLMs ● Today’s powerful LLMs can benefit every department in an org ● “Content generation” is the best known use case for LLM-based AI ● Killer apps? Connect knowledge to an LLM, and have it apply the knowledge ● However, the the risks are equally important: ○ 75% of surveyed orgs either banned ChatGPT or are working to do so - why? ○ If an LLM “sees” your data, you’re sharing it with whoever “sees” into the LLM ○ This is unprecedented – it is not like a cloud VM, or other SaaS cloud systems ○ If another org controls your LLM, they get access to everything the LLM sees ○ Who do you trust that much? Does any trusted vendor get all of your secrets? ○ In short, you control the LLM, or constrain what it can “see” What are AI and LLMs? Implications of using them?
- 12. 12 ©2021 Cprime, Inc. All rights reserved and no copying without express written permission. PrimeAI™ Technology A modular Generative AI technology framework that provides you with a private customized LLM platform to accelerate AI-based use cases. ● Works alongside users, providing constant guidance and personalized assistance. ● A private model that learns, retains, and utilizes your business's unique information. ● Combines the power of an LLM with a flexible variety of data sources and tooling platforms you already use.
- 13. 13 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster ● Definition ○ Integrating AI technology with ITSM processes to optimize Time to Resolution (TTR). Using AI to “Shift Left” for customers, enhance decision making for Agents, and create smarter, predictive, automated service workflows. ● Example Use Case ○ ITIL v4 Incident Workflow AI-Empowered Service Management
- 14. 14 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster 14 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster 1414
- 15. 15 ©2021 Cprime, Inc. All rights reserved and no copying without express written permission. Atlassian Virtual Agent A JSM-native Generative AI tool that integrates with enterprise chat platforms to manage customer communications, perform initial triage, and facilitate touchless issue resolution. ● Atlassian’s Intent Engine allows admins to supply training inputs and define conversational flow. ● All interactions are fully reportable, including tickets escalated versus resolved by the Virtual Agent. ● Harness the power of your integrated Confluence KB to generate company-specific, meaningful suggestions based on internal KB articles.
- 16. 16 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster 16 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Demo 1616
- 17. 17 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster 17 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster
- 18. 18 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster 18 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster
- 19. 19 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Polling Questions
- 20. 20 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster What areas within Service Management do you anticipate the most value for GenAI? ● Incident Management ● Service Request Management ● Change Management ● Asset Management ● Knowledge Management ● Other Poll Question #3 20
- 21. 21 ©2021 Cprime, Inc. All rights reserved and no copying without express written permission. Improved Operational Efficiency ► Accelerated Content Creation ► Automated Customer Support ► Supply Chain Optimization ► HR and Recruitment ► Robotic Process Automation Enhanced Decision Making ► Streamlined Data Analysis ► Augmented Decision-Making ► Prioritization & Routing ► Sales Forecasting ► Automated Threat Intelligence Increased Customer Satisfaction ► Enhanced Customer Experience ► Chatbots & Copilots ► Tailored Virtual Personal Assistants ► Social Media Management ► Reduce Time to Resolution Creating Competitive Advantage ► Fraud Detection ► Risk Management ► Market Research ► Preventive Maintenance ► Quality Control Leveraging AI for Business Success
- 22. 22 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Polling Questions
- 23. 23 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Which of the following outcomes are you seeking through AI Adoption? ● Improved customer satisfaction ● Increased operational efficiency ● Enhanced decision making ● Competitive advantage Poll Question #4 23
- 24. 24 ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Keep the Conversation Going… Check out Cprime’s upcoming webinars, read our blog, and download resources such as whitepapers and case studies: www.cprime.com/resources Claim your GenAI Discovery Workshop here: https://www.cprime.com/ai/genai-discovery-workshop/ Reach out to Cprime at [email protected]
- 25. QUESTIONS? www.cprime.com | 877.800.5221 | +44 (0) 203 811 0424 Questions? www.cprime.com | 877.800.5221 | +44 (0) 203 811 0424 Questions?
- 26. QUESTIONS? www.cprime.com | 877.800.5221 | +44 (0) 203 811 0424 Thank You www.cprime.com | 877.800.5221 | +44 (0) 203 811 0424