AI in practice: Cut ticket resolution time by 50%

AI is only as powerful as the data behind it, and in IT, that starts with your service delivery.

In this session, we’ll break down why structured, operationally aligned data is the foundation of any successful AI strategy, and how IT service delivery acts as the engine that powers it. You’ll see real-world examples of how AI and automation can reduce ticket resolution times by up to 50%.

But speed doesn’t come from AI alone. We’ll walk through how to get your fundamentals right, from ticket types and queue structures to data consistency, so AI can actually deliver measurable results.

In this session, you’ll learn how to:

• Identify opportunities to apply AI and automation across your service delivery workflows
• Use AI to reduce daily friction, from generating SOPs to eliminating escalation confusion
• Streamline triage, one of the most time-consuming tasks in service delivery
• Surface the right insights at the right time to improve resolution paths
• Structure tickets and queues for AI success