Has the conventional Managed Service Provider (MSP) service desk met its end?
In the ever-evolving world of technology, Managed Service Providers (MSPs) are embracing Artificial Intelligence (AI) to deliver a more personalized service and improve efficiency. One such platform leading this transformation is ServiceNow.
AI in ServiceNow is designed to work seamlessly with first-line operators, potentially reducing the need for human intervention in servicing the same customer base. This integration allows for improved efficiency and the alignment of the correct Service Level Agreement (SLA) to the correct ticket based on customer product data, significantly improving SLAs.
AI also plays a crucial role in creating knowledge base articles, enhancing the effectiveness of chatbots and AI systems. For instance, ServiceNow's AI assistant supports first-line operators, prompting them when an SLA is running out on a particular ticket or when customer sentiment in ticket notes has turned negative.
However, the adoption of AI is not without its challenges. Creating a centre of excellence for effective implementation of advanced service desk features is a costly endeavour, raising concerns about return on investment. Furthermore, many MSPs, despite having significant revenue, may not have the depth needed for complex ServiceNow implementations.
To overcome these hurdles, a shift in mindset is necessary. Adopting a new mindset that values long-term benefits over immediate problems is essential for MSPs to fully reap the benefits of AI in service desks.
Business transformation alongside technological change is crucial for MSPs to stay competitive. Investing in writing knowledge base articles assisted by AI can result in efficiency gains, making the service desk a buying force that differentiates MSPs from larger providers.
Within the POPX customer base, all companies have AI-powered features, but more than 90% of MSPs are still on basic service desk operations. Full training and organizational change management are necessary for successful implementation of advanced service desk features.
The service desk in a B2B environment is evolving, not dying. As AI continues to revolutionize the way we work, MSPs that embrace this change will be better positioned to meet the needs of their customers and stay ahead in the competitive landscape.
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