- Title or Description
- AI in Service Management
- FOI Number
- 2024451
- Date Received
- 22/04/2024
- Type of Request
- FOI
- Request or Question
- * Are you currently using AI functionality within your IT Service Management function? Yes/No * If yes o What functionality are you utilising? (e.g. co-pilot, incident/ticket summarisation, chatbot, ticket routing, knowledge creation etc) o What measurable benefits have you achieved since implementation of AI functionality? * e.g. reduced MTTR, increased ticket handling (from X to Y), First Call Resolution (FCR) etc * What statistics can you share? e.g. FCR went from 60% to 80% and/or MTTR reduced by 10% * If no * Do you have plans to introduce AI capability within your Service Management function within the next 12months? * If no, what is your key rationale for this decision? * If yes, what are the key benefits you are looking to drive (see above examples).
- Response
- Scottish Borders Council outsourced IT to CGI in 2016 therefore the Council is not using AI within our IT Service Management function.
