KPMG Intelligent IT ServiceDesk

In many organisations, the IT service desk acts as the interface between specialist departments and IT. Users can report faults and other queries, including those relating to SAP, to IT via this central point using a ticket system. This can lead to typical challenges such as long processing times, high communication costs and inadequate 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 staff increases, and, last but not least, costs for the entire organisation also rise.

With the "KPMG Intelligent IT ServiceDesk", KPMG offers AI-supported assistance for automating existing IT processes in the SAP service desk area. By using a chatbot to record and process IT enquiries, 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. The chatbot thus actively supports users in creating requests and provides an individual problem diagnosis, which is made available to IT staff for efficient processing. In the long term, this can relieve the limited capacities of your IT department, improve ticket and service quality, and at the same time reduce service desk costs.