AI-driven automation is an ITSM game changer

10.31.2019 | By Mark Speyers
Organizations are facing multiple challenges regarding IT operations – and for multiple reasons. Traditional IT management solutions are no longer able to keep up with the demands of digital transformation. Productivity is down, and skilled talent is hard to find. It’s tempting to hang on to legacy infrastructure for as long as possible, but that comes with a high maintenance cost and lesser performance.


Artificial intelligence and machine learning offer hope for these issues. Recent breakthroughs in technology have enabled the rise and widespread use of AI and ML. Organizations can now build intelligent systems to help them address business challenges and meet objectives. In fact, Gartner predicts that in 2021, AI augmentation will generate $2.9 trillion in business value and recover 6.2 billion hours of worker productivity.


The Toronto Pearson International Airport found Gartner’s prediction to be true when they adopted an AI-based ITSM solution to help improve its service. The resulting automated, rule-based workflow management ensures that maintenance issues are addressed before they become passenger safety issues. The solution also enabled them to deliver enhanced customer experience, faster resolution of tickets and an improved CSAT.


Headed to Service Management World 2019 in Orlando, Florida on November 9-13? Don’t miss SymphonyAI Summit Chief Product Officer Dr. Akhil Sahai speaking with John Thompson of the Toronto Pearson Airport about AI-driven automation. Their session is on Wednesday, November 13. Get the details here:

Latest Insights

convenience fuel retailing Fuel Retail Analytics
05.17.2024 Blog

Shopper Analytics Give Convenience Retailers Fuel to Increase Loyalty and In-Store Sales

Retail / CPG Square Icon Svg
Using vertical AI to solve specific business problems

Using vertical AI to solve specific business problems

AI Square Icon Svg
Introducing SensaAI for Sanctions

Introducing SensaAI for Sanctions

Financial Services Square Icon Svg