Killing the IT ticket: Lexmark’s proactive, AI-driven approach reduced IT worker stress and IT incidents by 90 percent


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On the subject of IT, few issues are extra ubiquitous than the assist ticket. An issue occurs, somebody or some system fires off a assist ticket, and an IT professional steps in to resolve the problem. This reactive mannequin is extremely inefficient, usually frustrates finish customers, and unnecessarily will increase IT employee rigidity.

Kentucky-based Lexmark, a producer of laser printers and imaging merchandise, knew there needed to be a greater means. In 2018, the corporate appeared to a brand new system to finish the exhausting technique of reacting to IT tickets.

“We would have liked to rework our companies enterprise in order that we might ship persistently for our inner prospects whereas ensuring our print companies for our finish customers was excellent,” stated Lexmark CIO Brad Clay. “We wished to observe our enterprise course of in a singular means so we might predict incidents earlier than they trigger a disruption.”

SEE: Synthetic intelligence: A enterprise chief’s information (free PDF) (TechRepublic)

Clay requested Wipro, an IT companies firm that Lexmark works with, for assist. Utilizing synthetic intelligence (AI), the areas that wanted to be monitored have been recognized.

“With machine studying, it’s straightforward to provide a streaming enter of any enterprise course of information, it offers us a random 30-40 key efficiency indicators to take a look at,” stated Murthy Malapaka, the Head of Transformation Providers for Wipro. “As an alternative of sitting round a room with a bunch of individuals asking what they assume, we really confirmed them their KPIs.”

Armed with new data, Wipro was capable of take the platform Lexmark was already working on to create a greater strategy to determine potential issues. Inside 90 days, Wipro designed and put in a brand new system.

“The great thing about it’s that it does not take any coaching, so the most straightforward options are these which might be intuitively apparent to whomever makes use of them,” stated Clay. “When the applying detects an anomaly, it places a dot on the development and also you click on on that, and it’ll take you straight to the impacted service.”

Lexmark has seen a 90% discount within the variety of incidents that used to result in assist tickets. Clay says the strategic command middle is now a calmer, extra intuitive atmosphere with fewer workers.

“We now have a car by which we are able to monitor and perceive precisely the place the problem is once we do have an issue,” stated Clay. “This has allowed our IT group to now department out and drive quite a lot of different transformation alternatives as a result of we have established that credibility that comes from doing issues rather well and delivering a world-class service in a very easy and novel means.”

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