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Using Agentic AI to Manage Major Incidents
Identifying and responding to Major Incidents in your IT Service Management (ITSM) processes is critical, as they impact large numbers of end-users. Identification of related incidents and swift resolution is the top priority. See how Servicely's Agentic AI works in your service management processed to help manage major incidents with ease.
Video Transcript
"In the first use case, let's have a look at how Aentic AI can make our major incident process run more smoothly and efficiently. What we'll do is we'll come in here and we'll create a new incident. In this case, we will select a user to apply to the ticket. We will go in and we will say the SAP session is locked, and based on that information, Servicely will do the usual machine learning pattern matching classification of the ticket. But rather than going in and checking for any potential actions that we could do as part of the ticket, we will just go ahead and save the record.
Now, what we'll do next is we will try to see if we can identify if there are any potentially related incidents out there. So, we can come in here, and we can identify related incidents. We can see that there are others, so the next natural step here would be to go ahead and promote this particular incident to a major one. So, let's assign a major incident manager and promote the record to a major incident and then come down here and essentially just update the record. What we'll see doing now is executing a set of agentic AI capabilities that will go ahead and perform some work.
So, what we can see is, if we come over here to the work tab, we can see that we have a set of successful tasks being executed. We can see that the platform has identified that there are related incidents for that particular major incident. Next, we can go to the major incident tab and come down here and see that all of the related incidents have now been related to the major incident. We can continue doing the work here and go ahead and resolve the major incident, which would automatically close all of the related tickets."
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