BIP Group and Swish AI Partner to Revolutionize ITSM with Performance Intelligence Platform

June 11, 2024:

Enterprise ITSM remains one of the most critical yet challenging IT functions, demanding significant time and resources. The surge in digital transformation has led to a 30% increase in IT ticket volume. Coupled with the Work from Home (WFH) phenomenon, the global IT labor shortage has become more pronounced.

Organizations using ITSM solutions frequently encounter a myriad of issues, such as increasing service requests, prolonged resolution times, and repetitive known IT issues. These challenges often highlight staff shortages, suboptimal IT service delivery, and incident management performance, as well as bottlenecks in ITSM operational workflows.

The role of Artificial Intelligence in enhancing ITSM is increasingly gaining traction. By simulating human intelligence and interactions, AI drives innovation and transforms ITSM from a cost center to a profit center, significantly influencing commercial success. This has spurred an unprecedented demand for performance intelligence solutions in ITSM.

Swish AI, a performance intelligence platform addresses these challenges by providing a comprehensive SaaS solution. It empowers ITSM leaders and executives with a real-time, “birds-eye” view of their ITSM ecosystem, shedding light on raw data to maintain and optimize operational excellence.

The platform identifies operational challenges and uncovers opportunities for efficiency across all ITSM functional domains. It enhances capabilities such as knowledge management, proactive analytics, and self-service support, thereby improving the customer experience. By seamlessly integrating with existing ticketing solutions, Swish AI helps ITSM organizations increase efficiency and optimize costs. It also provides real-time intelligence on parameters such as agent skill sets, team workloads, and ticket urgency.

BIP Group, a leading global consultancy, has partnered with Swish AI to leverage this cutting-edge performance intelligence platform. Swish AI’s patented technologies in ML, AI, NLP, and business process mining enable ITSM leaders to autonomously and in real-time understand the service level of every ticket, critical incident, and business impact.

This partnership will allow BIP Group to harness Swish AI’s unique capabilities to offer an advanced performance intelligence solution for the ITSM market, and offer an ITSM Performance Improvement and Control Tower services.

Paolo Roberti, Senior Partner at Bip Group, stated, “BIP Group is dedicated to driving innovation and excellence in ITSM. Our partnership with Swish AI will enable us to bring this groundbreaking performance intelligence solution to our clients, especially Global and Multinational ones, helping them achieve unparalleled ITSM performance optimization.”

Sebastien Adjiman, Co-Founder of Swish AI, commented, “At Swish AI, we believe that ITSM leaders need the ability to turn the vast amount of data generated by today’s digital interactions into autonomous, smarter, faster, and more accurate decisions. This strategic partnership with Bip Group is a significant milestone for Swish AI. By combining our solution’s power with Bip Group’s strong global presence and domain expertise, we will provide enterprise ITSM leaders worldwide with access to a unique performance intelligence offering.”