KTSL Wednesday Webinar Series #6

We’re offering a free webinar to show how advances in AI can be put to work in, and add value to, Service Management

View On Demand

 Artificial Intelligence enabled Analytics Webinar

Wednesday 31 July 2019 @ 1000 – 1030 GMT

This 30-minute webinar will demonstrate how advances in AI can be put to work in your service management operations.  During the Webinar 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 every day service operations.  We are applying AI to overcome the constraints imposed by the systematic structure and classification by using the natural language our customers and agents use to derive new insight.

We are so confident that we can make a difference to your operation that we are offering a no obligation free proof of value for 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.  For example, where should I focus my Problem Management effort, what technology change will drive the greatest benefit, what will really drive up user satisfaction etc.

The majority of IT Service Management related decisions is based on spurious and misleading data. You rely on the underlying operational data and use this as a basis for management information and analysis.

The problem is 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.

It’s frightening that so many IT decisions are 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.

The problem is we cannot trust 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.


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.

Improve ITSM efficiency and user satisfaction levels

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 decades of ITSM experience that KTSL have gained over the past 20 years implementing ITSM systems and helping major 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, tagged to ensure the relevant information is used for analysis and at speed and volume incomprehensible by human standards generate new insights and patterns of what is really going on inside your IT operation.

This new insight which will provide never seen before 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

Applied Innovation

New call-to-action
Aaron Perrott
Aaron PerrottPresenter
KTSL Chief Technology Officer