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The challenge

In many organisations, the IT service desk is the interface between departments and IT. Users can report faults and other requests, including in the area of SAP, to IT via this central point by ticket. This leads to typical challenges such as long processing times, high communication costs and insufficient quality in service provision or problem resolution.

The reasons for this often lie in the large number of incoming tickets, poor ticket quality and, at the same time, severely limited resources on the part of IT. As a result, dissatisfaction among users and IT increases and, last but not least, the costs for the entire organisation also rise.

Our solution

With the "KPMG Intelligent IT ServiceDesk", KPMG offers an AI-supported assistance to automate existing IT processes in the SAP service desk area. By using a chatbot to record and process IT queries, users can describe their problems in natural language and are supported in real time by data analyses that take into account the context of the respective user. In this way, the chatbot actively supports the users in creating the requests and provides an individual problem diagnosis that is made available to the IT staff for efficient processing. In the long term, this can relieve the limited capacities of your IT, improve the ticket and service quality and simultaneously reduce costs in the service desk.