Rise of the Machines. How AI is Transforming IT and the Self-Service Experience. Ian Aitchison Snr Director, ITSM, Ivanti

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1 Rise of the Machines How AI is Transforming IT and the Self-Service Experience Ian Aitchison Snr Director, ITSM, Ivanti

2 About Me

3 About You Wouldn t it be good if things were easier If Self Service was:- Always simple Always popular Always preferred Always easy Always there

4 There Is An Answer Source SDI Survey Nov 2017

5 Let s talk About AI. What is AI? Artificial Intelligence Is Tesler s Theorem

6 as soon as it works, no one calls it AI anymore John McCarthy 1956 History

7 Hephaestus (Vulcan) blacksmith of Olympus, maker of Automatons for the Gods. Mary Shelley Frankenstein Karel Capek Rossum s Universal Robots Pic : Pic:

8 Charles Babbage Designs for Difference Engine basic math Analytical Engine - general purpose computations Difference Engine 2 Designs not finished Pic: Ada Lovelace first computer programmer created algorithms for Analytical Engine Published in 1843

9 Alan Turing Shortened WW2 by 2 years, solved Engima codes with bombes (not bombs) Genius As a big thanks, Turing was later Prosecuted, Chemically Castrated and eventually Committed Suicide source : wikipedia The Turing Test A Test for artificial consciousness Passes Test if panel of judges cannot determine that it is not conscious

10 Re:scam Let s Do A Turing Test

11 machines will be capable, within twenty years, of doing any work a man can do Herbert Simon, 1965 (why not women?? ) Herbert Simon, Herbert Simon ( ) within a generation the problem of creating artificial intelligence will substantially be solved Marvin Minsky, 1967

12 Machine Beats The Best Human At one thing 1997, IBM wins Chess 2011, Google wins Go

13 I, for one, welcome our new robot overlords Ken Jennings. Beaten by Watson in Jeopardy 2011 You already have AI in the palm of your hand

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15 Remember these?

16 October 2017 Source : The Verge Source : Cnet.com

17 Opportunity Knocks! Three Types of AI Artificial Narrow Intelligence (ANI) Weak AI Focused on single task Imitates result of brain Fast, efficient, effective Everywhere now Artificial General Intelligence (AGI) Strong AI Hypothetical as smart as human Reason, Plan, Solve, think Abstractly, Learn Doesn't actually exist Artificial Super Intelligence (ASI) Intellect smarter than the best human brains in all ways Creativity, Wisdom, Social (see also immortality and extinction) Key Trend - AI Analyst Social User Interface Artificial Intelligence End User Chat User Interface Bots Automation Voice User Interface Knowledge Business Productivity

18 Gartner Says What is AI? Technologies that learn on their own and can produce unanticipated results There are three key requirements for AI: 1.Adapting behavior based on experience. 2.Not being totally dependent on instructions from people (they learn on their own). 3.Being able to come up with unanticipated results. What is Algorithmic ITOps AIOps platforms utilize big data, modern machine learning and other advanced analytics technologies to directly and indirectly enhance IT operations (monitoring, automation and service desk) functions with proactive, personal and dynamic insight. IT is Support desks are not Source HDI survey 2016

19 AI Comes Into The Enterprise In Two Connected Waves Wave 1 Conversational UI Conversational AI Knowledge Automation End User Transformational Service Experience Save Time Save Money Let s call it Bots for now Wave 2 Decision Support AIOps Recommendations IT Operational Transformation Learned outcomes Applied change based on outcomes Powered by DATA and AUTOMATION

20 Chatbot Virtual Assistant Virtual Support Agent

21 Chatbots Now Benefits in efficiency and ease of interaction. Chatbots make a complex sequence into a simple request. The chatbot can be part of a workflow Text to speech means voice-based requests will become pervasive. Chatbots will migrate to being virtual personal assistants with the ability to act on behalf of the user.

22 VOICE UI builds on BOTS All of the above AI/Bots behaviour can be driven by VOICE - Siri, Alexa etc Search, Find, Report etc What s the current status of our Cloud Services? Who is next on my workload queue? Deploy Adobe to Max

23 Why is this so important for ITSM? Why does ITSM have the ability to take the greatest advantage from AI? What has ITSM got already that nothing else has really got? KNOWLEDGE

24 Communicate Conversational UI Converse AI Know Knowledgebase Learn AI Do Workflow (Process) Integration/Automation Improve AI Kbot = Improving and Learning 1. a Question 2. Receive an Answer 3. No good? Reply to Kbot Knowledge Bot Knowledge Searched 4. Receive an Answer Human Team Write New Answer Learning New Knowledge Automatically Created.

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26 The new consumer experience IS CONVERSATIONAL IS AI Two types of Enterprise AI (Bots and Ops) Bots (Bot, VA, VSA) benefit IT, The Business, The End User Save Time and Money Improve Productivity and Satisfaction Transform Self-Service Position IT as an Innovator Key Takeways! 1. Artificial Intelligence is just about to impact ITSM very significantly 2. Self Service is the area of greatest immediate positive benefit, look for Bots and Conversational-UI 3. Look for AI opportunities to transform ITSM in your organization and with your ITSM tool vendors

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