Time spent structuring Data, collecting Data points and identifying trends and insights can be time-consuming. One of the first steps for companies needing to enhance service desk operations is to aggregate various sources of IT Service Management and operational Data. By gathering these details together, organisations can analyse a comprehensive Dataset that improves transparency and visibility throughout the enterprise. 

Deloitte’s AscendTM  Analytical Insights Natural Language Processing (NLP), with the ServiceNow platform’s Process Mining and Automation Discovery, works with GenAI accelerators to identify hyperautomation and problem resolution opportunities. With these solutions, organisations can deliver up to an estimated 15% efficiency gain through improved personnel utilisation, process standardisation and ticket reduction. 

In the State of GenAI Q2 report, GenAI is expected to increase the value of certain technology-centred skills. At the top of the list, 70% of respondents see Data analysis as a top tech skill that’s rising in value.  

Addressing user-affecting issues in complex IT environments often requires collaboration from several departments. And current motoring platforms often produce false alerts, making the identification of impactful issues challenging.

But with a virtual engineer by your side, incident pre-cognition enables aggregation from multiple sources, standardises processes and extends shift-left capabilities to increase visibility across your most important systems. Teams can quickly resolve problems with suggested root causes, aggregate knowledge articles and build automation for future consideration.

Unlocking proactive insight enables organisations to maximise available personnel by putting them on higher-value tasks and activities, leading to nearly a 20% efficiency gain with up to an additional 11% efficiency gain by proactively identifying and correlating incidents across the solution stack. 

Responding to service requests requires involving multiple teams and approval processes, complicating workflows and delaying time to value. And simultaneous incidents can create prioritisation misalignments for L1 and L2 engineers, while junior team members rely on guidance from high-cost, experienced senior team members to maintain their productivity.

To simplify this intricate process, a virtual assistant with Deloitte’s customised GenAI solutions and hyperautomation can streamline Data gathering and structuring. Teams can experience a reduction in time and effort of nearly 20%—providing opportunities to move faster, reduce errors and deliver high-quality output. 

Organisations primarily plan to reinvest the savings from GenAI into innovation (45%) and improving operations (43%)—addressing the value equation from both sides.