AI in IT Service Management (ITSM) Platform

The truth is evident and powerful: AI-powered ITSM platforms, help desks, and service desks make employees more productive and processes more robust. AI technologies are transformative for ITSM software and the entire service experience. The increased use of AI in service desk tools is inevitable because it improves self-sufficiency and the end-user experience as well as the overall effectiveness of the service desk and fast-track digital transformation for businesses.

What is ITSM?

IT Service Management (ITSM) is simply how IT teams to manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should be delivered as a service.

What is Artificial Intelligence (AI) for ITSM or AISM?

AISM is the application of artificial intelligence (AI) to service management, sometimes known as AITSM. Other terms include AI-powered service management or simply AI service management. AISM is an emerging approach that aims to solve the increasing challenges of traditional IT service management tools.

AI in ITSM Platform Modernizes the Help Desk

As systems generate increasing data volumes, service desk and an ITSM automation tool is absolutely key to helping IT improve how it delivers services. Artificial Intelligence (AI) and machine learning (ML) help automate and improve services for end-users, while providing context-based recommendations, improved correlation, anomaly detection, root-cause analysis, and much more.

A large part of an ITSM platform is its ability to proactively learn & continuously improve to deal with issues: server concerns, application updates, forgotten passwords—whatever arises. Now, as AI automates processes and determines root causes, it is reducing all the noise an environment produces not only at the help desk but throughout the organization.

Prescriptive insights on how to improve ITSM processes like change management are only the start. AI and machine learning are actually transforming service desk automation so that teams can handle service holistically, manage change and compliance, and do financial planning. 

Gartner recognizes that applying AI technologies like service desk automation will be transformative for ITSM software – noting that while AI implementations stood at 10 percent four years ago, today it has grown to 37 percent, a 270 percent increase. Gartner predicts that by 2021, 70% of organizations will integrate AI to assist employees’ productivity. According to a PricewaterhouseCoopers (PwC) report, the global economy could see a potential contribution of $15.7 trillion from AI by the year 2030.

Can AI Really Turbocharge an ITSM Platform?

This is the ideal time for AI to enter IT and service management automation. In many organizations, ITSM solutions have been confined to just help desk operations; companies implement an ITSM platform to improve incident management, requests, and changes, but not to add services or to define application portfolios. Now, ITSM softwares will take even greater leaps forward as AI combines with other digital technologies such as the Internet of Things (IoT), robotic process automation (RPA), and bots.

Even now, new service desk automation solutions integrate various machine-learning capabilities into tools—essentially connecting the dots to everything taking place in the IT environment. That means AI in ITSM and help desks will grow in influence and power, correlating and linking all functions and events within the managed environment.

As AI becomes the core of the ITSM platform, we’ll see virtual assistants and AI chatbots leveraging natural language processing (NLP) and natural language understanding (NLU) technologies to deliver autonomous Conversational AI and conversational resolutions to users.  Additionally, NLP and NLU will move to the forefront of AI innovation. They will provide a practically human first level of interaction to end-users as the conversation becomes increasingly natural and contextually relevant.

How Does AI Transform an IT Service Management (ITSM) Platform?

AI’s ability to streamline processes such as password resets, patch management, incident routing, and software deployments makes its superiority stand out vividly compared to manual interventions. 

Today, 70-80 percent of resources are spent on help desk and operational activities—executing service requests, closing incident tickets, and delivering changes. Automating these activities makes service delivery faster, cheaper, and more efficient by a dimension. Organizations can leverage AI to intelligently automate complex tasks at just about every operations level, freeing help desk and IT professionals and allowing them to spend more time innovating and evolving the department to help achieve business goals.

Anytime something is automated, organizations can utilize their resources for more proactive and creative work, rather than on performing routine tasks. They can shorten the cycle for resolving incidents and spend more time working on end-user satisfaction for both internal and external services.

Increased use of service desk automation solutions will eventually move outside of information technology to become an organization-wide capability and competency.

Digital transformation is rapidly changing the way businesses and their users work. AI is already part of our lives, delivering a great experience—and people expect that same quality level of experience in the workplace, similar to Amazon’s Alexa, Google Home, etc. Instant response and personalization are fundamental expectations from a service desk. Not surprisingly then, the service desk will soar into a new dimension powered by AI and automation in ITSM to deliver exceptional service.

What Are the Types of Artificial Intelligence?

ML and NLP—Machine learning is a field of science that learns from data patterns and makes recommendations or decisions. NLP (natural language processing) refers to the way humans communicate with each other. It is the interaction of intelligent systems using a natural language. Example: English is a form of communication and language that humans use to communicate. NLP has special implications in ML; it allows for the understanding and processing of natural language and unstructured text.

Virtual assistants for self-service—digital conversational assistants provide solutions from data models and previous history. This also drives self-service and consistent user experience.

Help Desk ITSM

How Can AI Improve and Drive ITSM Software Adoption?

AI-powered ITSM tools or it support management tools can automatically collect the data to identify tickets without human assistance, allowing people to do more meaningful work and less manual labor. Organizations that implement AI-powered ITSM tools find substantial ROI and numerous benefits that drive success throughout the whole workplace. These benefits include:

Speed request resolution 

Service desk team members work on individual tickets manually to segregate and analyze; AI can simplify to provide end-users with quick and accurate solutions. It accelerates resolution by comparing current tickets with past ones and keeping service desk ahead. Calls on the agent’s desk can be routed intelligently by the use of AI.


Gain cost-effective operations

Staffing costs are a major element of total IT; high operations costs can hinder growth and overall competitiveness. Because AI reduces the need to outsource and makes each employee more productive, it reduces costs significantly.

Handle tasks securely and scalably 

The use of AI has been estimated to reduce business costs by 25 to 40 percent and increase saving up to 55 percent in just six months. Evidently, adoption of AI in ITSM has a lasting impact on business.


Learn from historical knowledge

AI provides tools that help service agents learn from trusted knowledge databases. These data bundles can be utilized and categorized to guide service agents to the right resolutions.  


Save time

Through AI, any major outage or low-tier/first-level issue can be easily predicted. The solution can be suggested with an increasingly high level of success in a short time interval. AI categorizes at the service desk, boosts instant solution retrieval and all in all provides superior problem resolution.


Drive accuracy  

Working on data manually increases the chance of error and inaccuracy. AI learns from past experiences to prevent the same kinds of problems. 


Prevent false results

New service desk employees might make errors that AI-powered ITSM tools can minimize—detecting issues, offering proactive and superior guidance to end-users, and avoiding repetition of mistakes.  


Enable predictive maintenance  

AI-powered ITSM uses predictive maintenance to detect possible issues prior to the incidence. This prevents sudden disruptions and encourages smooth functionality. Machine Learning can help detect unusual behavior to block and bolster system security.  


Prevent cybercrime

Amid the thousands of daily alerts, AI reduces response time, collects threat insights, flags harmful files and sketchy IP addresses, and responds to them even faster.


Perform faster and smarter  

Machine language, natural language, and virtual agents improve accuracy and enable superior service to the end-user, making for remarkably improved customer satisfaction.

Automation in ITSM Software Has Arrived

Now is the time to implement service desk automation to your IT Service Management systems. Technologies such as NLP, ML, and virtual assistants save time and prevent errors—all vital to ITSM and customer satisfaction. AI for ITSM Automation supercharges IT service desks to deliver self-service resolutions, unite people, processes, and technology to scale IT services and create great service experiences. Implementing an AI Service Management solution to your organization will drive efficiency and productivity to the workplace, enhancing both internal employee experience, but also external customer experience. An AI Service Desk solution not only streamlines service desk tasks, actions, and workflows but delivers immediate ROI for its adopters.