Is there experience working with artificial intelligence? Experience implementing AI in an IT Service Management system?

Yes, I have experience working with artificial intelligence, including implementing AI in IT Service Management (ITSM) systems. For example, I participated in a project where machine learning models were used for automatic incident classification and priority determination based on request texts.

This allowed:

• To reduce request processing time through automatic routing.
• To improve service quality by more accurately identifying the criticality of issues.
• To automate responses to frequently asked questions using NLP-based chatbots.

Implementing AI in ITSM requires integration with existing systems, data preparation, model training, and process adjustments to utilize AI results in support service workflows.