Freedom of information response

• Are you currently using AI functionality within your IT Service Management function? Yes/No
• If yes
  
  • What functionality are you utilising? (e.g. co-pilot, incident/ticket summarisation, chatbot, ticket routing, knowledge creation etc)
  • 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
    • What statistics can you share? E.g FCR went from 60% to 80% and/or MTTR reduced by 10%

• If no
  • • Do you have plans to introduce AI capability within your Service Management function within the next 12months?
    • If no, what is your key rationale for this decision?
    • If yes, what are the key benefits you are looking to drive (see above examples).

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