AI-Powered Service Desk for Intelligent Ticket Resolution
Enhancement of the IT service desk with AI capabilities that automatically classify, route, and suggest resolutions for incoming tickets — improving response times and first-contact resolution while reducing analyst workload.
Challenge
- High ticket volume with manual triage creating bottlenecks and inconsistent routing
- Low first-contact resolution rates leading to excessive escalations
- Knowledge base exists but is underutilized due to poor search and integration
Approach
- Implement AI-powered ticket classification and priority assignment based on historical patterns
- Deploy intelligent routing that matches tickets to the best-qualified resolver group
- Integrate knowledge base with AI search to surface relevant solutions to analysts and end users
- Build virtual agent for common requests (password resets, access provisioning, status inquiries)
Typical Outcomes
- Improved first-contact resolution through AI-suggested solutions
- Reduced mean time to resolution through intelligent routing and prioritization
- Decreased ticket volume through self-service and virtual agent deflection
Procurement Paths
- GSA MAS for AI/ML service desk engineering
- NASA SEWP V for AI and ITSM platform licensing
Partner Technology Examples
- ServiceNow
- Microsoft
- Elastic
- AWS GovCloud
Frequently Asked Questions
What platforms does Norseman use for AI service desk deployments?
Norseman's primary platform is ServiceNow, enhanced with its native AI capabilities (Now Intelligence) and custom virtual agent flows. Norseman is a certified ServiceNow implementation partner.
What results can agencies expect from an AI service desk?
Federal agencies typically see a 30-50% reduction in Tier 1 ticket volume, faster mean-time-to-resolution (MTTR), and improved end-user satisfaction. Norseman establishes baseline metrics and tracks outcomes against pre-defined SLAs.
How is ServiceNow procured for federal use?
ServiceNow can be procured through GSA MAS, CIO-CS (NITAAC), and NASA SEWP V. Norseman provides both licensing procurement and implementation services under the same contract vehicle where possible.