AI Use Case for Service Management

Problem Management will be one of the largest beneficiaries of AI in all of Service Management.

I know that sounds outrageous, but consider:

1. The AI looking for Incident patterns for Proactive Problem Management. The humans will set the thresholds and the tooling will give Problem candidates that can be analyzed. This is exciting to me. I see it like the thresholds of Event Management. Eventually, like with Event tools opening an Incident, then resolving it, AI will do the same for Problem.

2. For Reactive Problem Management, AI should be able to see the tech stack end-to-end and see what happened and be able to narrow down the root cause.

Exciting times. What are some of the AI use cases you see?

Missing Ingredient In Experience

There are many things an organization can do to help users have a better experience.

Many times, all that is missing is communication.

I cannot understate how frequently users complain about something that a simple communication would solve.

The flaw is in the assumption that everyone knows.

Change Management

I had a conversation yesterday on how an organization can do Change Management better. I was reminded how every process/practice is unique to that organization and the “right” answer is what is right for that organization at that specific point in time.

This is one of the major reasons why I love baselines and dislike benchmarks.

There are so many variables that it takes expertise to identify and define what is right for the organization.

If your organization needs help identifying how to do Change (or Incident or Asset or other) right, let me know.

Baselines Not Benchmarks

One thing the past 3 years should have taught us is to believe in baselines, not benchmarks.


Your goal should be bettering yourself and how you are doing things, not comparing yourself to organizations (and people) with very different variables.

I make the case in “ITIL4: The New Frontier” that every organization is unique in many ways, including:

– leadership
– risk-aversion culture
– expertise of personnel
– maturity of processes
– everything in between.

If there’s that much uniqueness, comparison is futile.

I love the quote, “comparison is the thief of joy” in that comparison bogs you down from focusing on improvement.

The focus should be on improvement.

Leaders Are Like Little Kids

Leaders are like little kids in one aspect…

We like colorful pictures to tell a story.

With time in limited supply, there is nothing more effective than an easy-to-consume graph or chart that speaks to the problem that needs addressing.

We often forget that this is communication through pictures.

One thing I am seeking to improve on this year is how to present data in an easy-to-consume manner.

What are some of the tips, tricks, methods, you use?

One that I see underutilized is “conditional formatting” in Excel. A simple pivot table with conditional formatting speaks volumes.