The following queries relate to the adoption of AI functionality in service provision.

1. Are you currently using AI functionality within your IT Service Management function?
No

2. If yes;
a) What functionality are you utilising? (e.g. co-pilot, incident/ticket summarisation, chatbot, ticket routing, knowledge creation etc)
b) What measurable benefits have you achieved since implementation of AI functionality?
i. e.g. reduced MTTR, increased ticket handling (from X to Y), First Call Resolution (FCR) etc
ii. What statistics can you share? E.g FCR went from 60% to 80% and/or MTTR reduced by 10%

2. If no;
a) Do you have plans to introduce AI capability within your Service Management function within the next 12months? No
i. If no, what is your key rationale for this decision: Lack of budget & resource
ii. If yes, what are the key benefits you are looking to drive (see above examples).