Released 7 May 2024
Request:
Please can 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.
1. Are you currently using AI functionality within your IT Service Management function? Yes/No
If yes
1a. What functionality are you utilising? (e.g. co-pilot, incident/ticket summarisation, chatbot, ticket routing, knowledge creation etc)
1b. 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
1c. What statistics can you share? E.g FCR went from 60% to 80% and/or MTTR reduced by 10%
If no
2. Do you have plans to introduce AI capability within your Service Management function within the next 12months?
2a. If no, what is your key rationale for this decision?
2c. If yes, what are the key benefits you are looking to drive (see above examples).
Information disclosed:
1. Yes
1a. Incident management co-pilot
1b. None; this was only implemented by the Trust in April 2024.
1c. Not applicable; please see response for question 1b, above.
2a-c. Not applicable; please see the responses given above.