AI-Driven ITSM Incident Assignment

Automating incident categorization and ticket assignment in ITSM using AI.

Key Achievements

• Eliminated 40 Full-Time Equivalents (FTEs).
• Achieved 92% accuracy in ticket assignments.
• Seamless integration with ServiceNow.

Project Overview

This project leverages artificial intelligence to streamline the process of incident management in IT Service Management (ITSM). By automating the categorization and assignment of tickets, the system reduces manual effort and improves efficiency.

Technologies Used

• Python
• Machine Learning
• Natural Language Processing (NLP)
• ServiceNow API

Challenges Faced

• Ensuring data quality and consistency.
• Integrating with existing ITSM tools.
• Maintaining high accuracy in ticket categorization.

Future Enhancements

• Improving the AI model for better accuracy.
• Expanding integration to other ITSM tools.
• Adding support for multi-language ticket processing.

Download the detailed Project Report:
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