Atlassian Highlights Human Aspects in AI Implementation for Service Management
AI has already made its way into the IT industry, and one area where it's being notably adopted is service management. This discipline involves supporting IT teams as they cater to the needs of software developers and users, while also extending its reach to tasks and workflows in departments like human relations and finance.
Now, AI is primarily being used in service management for tangible use cases and substantial returns on investment. It's being incorporated into areas such as IT services, employee support, and HR service management.
Let's dive into some examples:
IT Services
Advanced AI agents are being utilized to handle IT-related services effectively. These agents help identify change risks, prioritize incidents, and suggest best responders. They also craft post-incident reviews, making the entire process more efficient for IT teams.
Employee Support
AI is playing a significant role in providing continuous support to employees. For instance, AI-powered chatbots offer 24/7 assistance, while AI can comprehend user queries in natural language, making support more personalized and accessible.
HR Service Management
AI is being leveraged by HR teams to streamline their workflows through automation. This includes AI-generated meeting notes, employee onboarding, and offboarding actions, and AI-powered virtual agents for employee inquiries and self-service.
Atlassian, along with others in the industry, is harnessing AI to optimize service management. This company, known for its Jira Service Management platform, is focused on integrating AI technologies across its offerings to provide more streamlined services to its clients. Shamik Sharma, Atlassian's head of ITSM product, emphasized this by stating that their approach to agentic AI aids IT teams in focusing on larger priorities while leaving the intricate work to AI.
To provide a better employee experience, AI is being used extensively throughout service management, shaping the way we interact with technology and bolstering our daily operations.
In certain departments, like human relations and finance, AI is extending its reach beyond IT services, demonstrating its versatility. (layoffs and d26a13e790faea0ca88f3de07607f14a are not used in the provided text, so they cannot be included)
The use of AI in service management is not just limited to handling IT-related tasks. It's also being utilized to offer round-the-clock support to employees through AI-powered chatbots. (dogfooding is not used in the provided text, so it cannot be included)
As AI continues to evolve, companies like Atlassian are integrating it into their offerings, such as the Jira Service Management platform. This allows AI to aid IT teams in focusing on larger priorities, while handling intricate tasks automatically. (cloud is not used in the provided text, so it cannot be included)
