Traditionally, IT operations have taken a ticket-based approach. When an issue arises, a ticket is raised, and the support and operations team work to triage and resolve the isuue and close the ticket. This has been the case for decades. There are two key issues with this approach. One: it’s inherently reactive, meaning that an issue has to occur and a user, or customer, experiences disruption. And two: the focus is on improving the Service Level Agreement (SLA) compliance for ticket resolution, not on improving the end-user experience.
So, what is the answer to these problems? The paradigm of a ticketless enterprise.
Let’s explore how a ticketless enterprise works, what are the key principles, how to overcome the challenges organisations face in adopting it, and the role of agentic AI in the widespread adoption.
What is a ticketless enterprise?
A ticketless enterprise is an IT model that moves away from the reactive method of always raising tickets to solve issues. Instead, it leverages advanced technologies like AI and machine learning to identify,triage, resolve, and predict, issues before they impact end users. This system provides a proactive approach to IT management, aiming to eliminate disruptions before they occur rather than merely reacting to them.
In its simplest form, the ticketless enterprise can be broken down into two core principles: eliminate over automate, and prevent over react:
- Eliminate Over-Automate: Rather than simply automating the resolution of recurring issues which causes experience disruption, determine whether it’s possible to eliminate the root cause and prevent the issue entirely. AI, machine learning (ML), and augmented intelligence can be used to identify recurring problems that have identifiable causes and solutions.
- Prevent Over-Reaction: Not every issue can be entirely eliminated. Sometimes, we may not be able to pinpoint a diagnosable cause or find an immediate solution. In these cases, focus on predicting the issue before it arises, based on signatures derived from past occurrences and associations. Can advancements in machine learning help us identify patterns and predict recurring issues?
A third facet is also to triage and fix issues (which could not be eliminated ot predicted) faster, by doing intelligent root cause analysis and fix autonomously or collaboratively, assisting an expert resolver. Concepts of agentic AI plays a big role in this kind of automated triaging and self healing.
Also, standard self help and intelligent automation for request/task fulfilment (though not strictly a tickeless operation feature) can also help in elevating user experience by faster resolution and request fulfilment, thus reducing the need for a ticket.
How does it work in practice?
The ticketless enterprise relies on sophisticated observability systems powered by AI and ML. These systems predict potential problems by analysing patterns in data such as events, metrics, logs and changes in system behavior. By identifying anomalies early, the system can take action to prevent issues before they affect users.
For example, businesses can deploy Business Assurance capabilities, which use predictive analytics to prevent disruptions like missed sales reconciliations or delayed billing. By using advanced capabilities such as Business Transaction Monitoring or Business Health Monitoring, organisations can solve problems before they arise, identify issues faster (sometimes even before business identifies it),and reduce the impact on customers and operations.
Self-service portals and AI-driven chatbots play a significant role in the ticketless enterprise. They enable end-users to resolve common issues without the need for manual tickets. Additionally, AI-powered remediation automates routine tasks like password resets and software installations, freeing IT teams to focus on higher-priority strategic initiatives.
The challenges in becoming a ticketless enterprise
However, if the concept of a ticketless enterprise can resolve potential operational issues, why haven’t more organisations embraced this approach? This is due to the substantial shift required, both from a cultural and technological perspective.
While the benefits of a ticketless enterprise are clear, adopting the model presents significant challenges. One of the primary hurdles is the cultural shift required. For decades, IT decision-makers have been relying on the Information Technology Service Management (ITSM) model, which was designed for humans to manage machines. Transitioning to a model where machines manage other machines is a significant change. It requires a new mindset and a substantial shift in organisational culture.
This shift demands strong leadership, as business leaders must champion the transformation and help employees embrace it. They must ensure that staff have the right skills for the new automated environment, and have a sense of partnership rather than fear of job loss due to AI.
Many businesses are hesitant to fully trust AI and ML, fearing missed issues or failures. Integrating AI-based systems into existing IT infrastructure can also be complex and require new skill sets. At the same time, AI is still evolving, and its ability to handle every issue isn’t perfect, which can lead to further reluctance in fully abandoning traditional systems.
As part of this, it’s important for organisations to explain the importance of human input for AI tools and automation. These tools don’t exist to replace humans – they’re a tool for enhancing operations and allowing the workforce to focus on more meaningful, and less menial tasks. The vast majority of AI and automation tools require human input and oversight, from programming, to monitoring, to checking for false positive alerts and more.
Overcoming the challenges
To successfully become a ticketless enterprise, organisations must take ownership of the transformation. Rather than outsourcing the initiative to external vendors, companies must treat the transition as a core strategic priority. This ownership enables organisations to ensure the transformation aligns with their specific goals and needs, leading to a more tailored and sustainable change.
It is also important to bring enablement through right toolset/products which can support in this shift left initiative by providing important capabilities like causal AI based analysis, system normal behaviour analysis, forecasting, intelligent automation etc.
The role of agentic AI
A key element in the ticketless enterprise is agentic AI. Unlike traditional automation, which reacts to predefined triggers, agentic AI proactively identifies and resolves issues, learning from each instance to improve outcomes. While this reduces the need for manual intervention, it still requires human oversight to refine AI’s decision-making.
This form of AI not only learns from historical data but also interacts with human experts to refine its decision-making process. Over time, the AI becomes more efficient at diagnosing issues and recommending solutions, which reduces the need for manual intervention and leads to more consistent and resilient operations.
This capability/method is very useful to do complex tasks like auto triaging of complex incidents autonomously.
The future of ITOps is ticketless
The ticketless enterprise represents a fundamental shift in IT service management, creating self-healing and self-optimising systems that allow IT professionals to focus on strategic goals and innovation, rather than troubleshooting. As AI and ML continue to evolve, more organisations are likely to adopt this model.
The transition to a ticketless enterprise may seem daunting, but its benefits far outweigh the challenges. Also, there are early players in the AIOps product area which provide the capabilities required for this journey. Adopting those can help to achieve the goal faster.
By embracing AI-driven automation, organisations can create more proactive IT environments, where issues are addressed before they affect users, resulting in greater efficiency and improved user satisfaction.
As AI continues to evolve and organisations become more comfortable with these new technologies, the future of IT operations is undeniably ticketless.
