Integrating AI with ITSM for Smarter Support and Workflow Automation

This project aims to develop and apply AI technology within an IT Service Management (ITSM) system to improve IT support and efficiency. By training Freshservice’s Freddy AI using real data, we will enhance the accuracy of ticket handling, streamline repetitive tasks, and automate routine IT workflows. This will significantly reduce the workload of IT staff, allowing them to focus on important strategic tasks. Co-op students involved in the project will gain hands-on experience in AI implementation and automation, directly linking their academic knowledge to practical industry challenges. Ultimately, this initiative will result in faster IT response times, better user satisfaction, and improved efficiency for the partner organization.

Faculty Supervisor:

Michal Aibin

Student:

Partner:

Leavitt

Discipline:

Computer science

Sector:

Professional, scientific and technical services; Wholesale trade

University:

British Columbia Institute of Technology

Program: