This 30-minute webinar will demonstrate how advances in AI can be put to work in your service management operations. We will deal with some of the myths of AI and cut through the hype to show you practical, realistic and affordable use cases. We are tackling traditional methods for analysis and decision-making in everyday service operations using AI.

We are so confident that we can make a difference to your operation that we are offering a free, no obligation proof-of-value to our existing customers and webinar subscribers.


As leaders in IT, you have the challenge of driving down costs while increasing the quality and value of your services. To achieve this, you need the best information possible to ensure you are making the right investment decisions such as:

  •       Where should I focus my problem management effort?
  •       Which technology change will drive the greatest benefit?
  •       How can I increase user satisfaction?

The majority of IT Service Management-related decisions are currently being based upon misleading data and it’s this underlying operational data that is used as a basis for management information and analysis.

The problem is that every IT Service Management system, channel and process uses tiered classification such as Category, Type and Item to manage day-to-day service operations and provide the basis for analysis and management information This results in many IT decisions being based on misused classification and top 10 management reports.

We use classification models because users don’t use IT language, they use natural language, so we force their issue into IT classification. Agents also struggle with classification; they force fit or use incorrect classification to simply work the ticket and meet their KPIs meaning that the problem is that we cannot trust that the underlying data is accurate.

There is an alternative already in use in every service management tool available today; every system and channel provides a free text field for the customer or agent to use their natural language to describe what is actually going on.

KTSL Solution

Until recently, it would be inconceivable to carry out high volume and high-speed analysis against free text fields or to even try to attempt to correlate the myriad of ways that someone could describe something…AI has changed that.

Using AI, data can be reclassified retrospectively back to its authentic and original intent. This is extremely powerful as it will drive new insights and decision making with greater confidence and certainty of the outcome.

KTSL’s AI Analytics solution analyses your Service Management data using natural language processing and machine learning. It takes free text from summaries, descriptions, resolutions and chat channels to provide unique insights. This can be done for millions of rows of data, quickly and efficiently.

  • KTSL’s AI Analytics solution Understands the natural language of users and agents
  • Pre-trained in the language of ITSM
  • Rapidly processes high volumes of data at market leading levels of accuracy
  • An alternative to the ‘spurious’ precision of traditional ITSM analytics
  • Generates new insights, unlocking the hidden meaning in your data

The product has been trained using the wealth of ITSM experience that KTSL have acquired over the past 20 years of implementing ITSM systems and helping global organisations optimise their IT operations.

The product can take raw data from any ITSM system like BMC or ServiceNow and recognise new patterns and insights hidden in the free text and natural language used everywhere and use that to carry out AI enabled analytics.

Raw data is processed by the AI and tagged to ensure the relevant information is used for analysis at speed and volume incomprehensible by human standards, to generate new insights and patterns of what is really going on inside your IT operation.

This new insight which will provide never-before-seen patterns of cause and effect can be applied in many ways, all of which will apply to your key drivers:

  • Reduce Cost
  • Reduce Risk
  • Improve Customer or User Experience
  • Increased effectiveness of Automation




Aaron Perrott

Chief Technology Officer KTSL

Webinars and webcasts by
Hide information