AI Technology in IT Service Desk (ITSD)

• Published in: 2024 7th International Conference on Internet Applications, Protocols, and Services, NETAPPS 2024
• Main Author: Karahamo M.; Alden F.Z.; Nour Hindia M.H.D.; Daud A.Y.
• Format: Conference paper
• Language: English
• Published: Institute of Electrical and Electronics Engineers Inc. 2024
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85217440290&doi=10.1109%2fNETAPPS63333.2024.10823611&partnerID=40&md5=3edfa35e4a53d179565d350a2a7c9b0c

This research assesses the impact of applying AI technologies to address IT Service Desk (ITSD) problems. The necessity of this study arises with the increasing dependency on technology in recent years. IT Service Desk plays a crucial role in providing remote IT support to the businesses’ end-users regardless of their location. The high demand for the IT Service Desk resulted in the need for additional IT resources to manage the increasing number of IT requests, which could increase the IT support activities. In many cases, increasing the number of IT agents is not adequate, which leads to quality degradation caused by delayed or inaccurate resolutions provided by the IT agents. The main objectives of this study are to show how the adoption of AI technologies may improve the effectiveness of IT services. Also, this study aims to evaluate the challenges on the implementation of AI solutions within the IT Service Desk by highlighting the future potential of AI solutions in the IT support world. © 2024 IEEE.