Abstract:
The integration of Artificial Intelligence (AI) into IT Service Management (ITSM) represents a paradigm
shift in operational processes, particularly in incident management. Traditionally, IT incident tickets are
manually categorized, requiring significant time and resources to ensure efficient resolution and proper
escalation. However, AI presents an opportunity to automate this classification process, thereby reducing
human intervention and enhancing overall operational efficiency. This study explores the application of
AI to automate financial operations within ITSM, specifically focusing on optimizing ticket classification
to improve both incident resolution and customer experience. Using a dataset from an IT service provider
in the nautical tourism sector, the study applies several enhancement techniques to assess their impact on
AI model performance. Findings suggest that AI-driven improvements, such as enhanced semantic
categorization and data quality optimization, can significantly elevate classification accuracy. These
advancements not only streamline workflows but also facilitate cost-effective financial management,
leading to improved customer satisfaction through faster and more accurate incident resolution. The
research underscored the role of AI in refining ITSM practices and driving financial efficiency in customer
service processes.
