How AI Supercharges ITSM

12 Mins to read

Solutions to supercharge ITSM with AI

Introduction to AI in IT Service Management

Traditional IT Service Management (ITSM), is struggling to keep up with the rapid evolution of the market and the increasingly complex needs of organizations. As digital transformation accelerates, businesses require agile, efficient systems that can adapt to the demands of modern IT environments, but legacy ITSM systems are proving inadequate in delivering this flexibility.

Why is traditional ITSM falling behind? The core issue lies in its reliance on manual processes, fragmented tools, and limited self-service capabilities. This ultimately hinders the organization’s ability to handle the growing volume and complexity of IT requests, leading to operational inefficiencies. With static workflows, each step in the business process takes longer, leading to a longer mean time to resolution (MTTR).

Fragmented tools create data silos, making it difficult for teams to collaborate and access comprehensive, real-time insights. Limited self-service options frustrate employees who expect quick resolutions to their IT issues, creating a disjointed experience.

Furthermore, traditional ITSM platforms often necessitate building extensive in-house expertise and assembling dedicated teams just to ensure the systems remain operational. As a result, businesses face higher operational costs, poor productivity, and a decrease in overall user satisfaction.
These challenges are not isolated; they affect three key personas within an organization:

  • Service Help Desk Agents: Often inundated with a high volume of repetitive, low-value tickets, the sheer number of requests overburdens service desk agents. This limits their productivity, creating inefficiencies.
  • Employees: In organizations where too many tools are in use, employees often face confusion about which tool to use for their tasks or to resolve issues. This lack of clarity leads to wasted time, delayed resolutions, and decreased productivity. When employees are unsure where to turn for support or find themselves navigating multiple platforms, their frustration grows, directly impacting their satisfaction and efficiency.
  • IT Operations Teams: IT operations are tasked with business-critical initiatives, but legacy systems hinder their ability to do so efficiently. With limited automation and visibility, IT teams struggle to maintain control, manage SLAs, and optimize their resources effectively.

So, how can organizations break free from this cycle? The answer lies in leveraging agnetic AI to supercharge ITSM.

Agentic AI for IT Service Management

Agentic AI refers to an advanced system capable of autonomously taking actions, adapting in real-time, and automating solving complex, multi-step process problems based on context and objectives. Aisera is an Agentic AI platform that orchestrates multiple task-specific AI agents powered by domain-specific LLMs, each tailored to handle diverse IT tasks and requests.

Aisera’s enterprise AI agents can be triggered automatically by user requests or specific events to autonomously trigger and execute workflows. They can also dynamically create workflows on the fly, identify required APIs, design execution plans, and seamlessly complete tasks using real-time data and conditions.

In the sections ahead, we’ll explore how Aisera’s Agentic AI is revolutionizing ITSM, transforming traditional processes, and setting a new standard for IT support.
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Enhancing Service Desk Agents’ Efficiency

Service desk agents are the backbone of IT Service Management (ITSM), serving as the first point of contact for users facing technical issues or service requests. Their responsibilities span logging and resolving incidents, fulfilling requests like software installations, and ensuring smooth communication between IT teams and end-users. However, the growing complexity of IT environments and increasing user demands can make their roles challenging.

Modern IT infrastructures, with hybrid, multi-cloud setups, and distributed systems, add complexity to detecting, diagnosing, and resolving issues. By streamlining incident management, automating routine tasks, and providing intelligent insights, Aisera’s Agentic AI platform enables service desk agents to focus on higher-value activities, ultimately enhancing efficiency and improving user experiences.

Streamlining Incident Management

Managing incidents in traditional ITSM environments often feels like putting out fires—reactive, time-consuming, and resource-intensive. But what if you could prevent those fires before they even start?

Aisera’s AIOps platform empowers service desk teams to move from reactive to proactive service management, transforming how outages and incidents are handled. Leveraging advanced analytics, it processes data from ticketing systems and telemetry sources – such as logs, metrics, traces, and events- to predict potential outages up to 48 hours in advance. These actionable insights enable service desk agents to address vulnerabilities before they escalate to major incidents, ensuring greater system reliability and uninterrupted operations.

When incidents do occur, Aisera can drastically shorten resolution times through automated root cause analysis and remediation workflows. This significantly reduces downtime and ensures continuous operations.

Automating Routine Tasks

With Aisera’s Agent Assist, service desk agents have a comprehensive overview of reported issues, actions taken, and resolutions provided through case summarization. This eliminates the need for agents to manually sift through extensive data during handoff or escalation, allowing them to efficiently communicate updates and generate knowledge in real-time.

Embedded directly within SaaS applications like ServiceNow, Salesforce, Zendesk, Jira, Freshworks, and more, Aisera ensures service desk agents stay productive by providing real-time support and actionable suggestions. This eliminates the need to leave the ticketing system to perform tasks or search for information across different sources.

Aisera also streamlines ticket triaging and classification by automatically categorizing and prioritizing service requests based on severity and urgency, ensuring that critical issues are addressed swiftly. Routine tasks like password resets and user access management are automated, allowing users to resolve these issues independently. This enhances productivity by improving response times, reducing MTTR, and lowering ticket volumes while minimizing human dependency on common requests.

Elevating the Employee Experience

One of the biggest pain points organizations face today is the complexity of managing multiple systems and applications. Employees often have to navigate through a maze of disconnected platforms just to access the tools and services they need, leading to inefficiencies, frustration, and delays. This fragmented experience not only hinders productivity but leads to dissatisfaction as employees struggle to find the right resources or wait in long queues for IT support.

Aisera’s Agentic AI solution addresses this challenge head-on by seamlessly integrating with over 100+ enterprise applications and offering the ability to trigger 3,000+ built-in and third-party workflows from platforms like ServiceNow, Mulesoft, UiPath, Automation Anywhere, and more. By bridging these disparate systems, Aisera creates a unified interface that enables employees to access all the tools and services they need in one place—eliminating the need to juggle between systems or wait for support teams to respond.

With Aisera’s Agentic AI Copilot, employees further benefit from natural language understanding, enabling instant auto-resolution of common IT tickets—such as updating user profiles, VPN installation, or troubleshooting issues—without human intervention. It autonomously triggers the necessary APIs to auto-resolve requests, incidents, and problems via user requests or specific system events.

Additionally, Aisera’s Ticket Concierge enables enterprises to seamlessly integrate with leading ticketing systems such as ServiceNow and Jira, acting as an intelligent intermediary for incoming service requests. It analyzes tickets as they arrive, identifies recurring issues, and, if a solution already exists, automatically delivers the resolution to the end-user. This process happens directly within collaboration tools like Microsoft Teams and Slack, eliminating the need for back-and-forth communication between users and service desk teams.

This empowers employees by allowing them to resolve issues in real time and freeing them from the back-and-forth typically involved in traditional IT support. As a result, employees experience increased productivity, reduced downtime, and an enhanced overall work experience, enabling them to focus on their core tasks without being hindered by IT roadblocks.

Simplifying ITOps

IT Operations Service Management (ITOps) plays a critical role in IT Service Management (ITSM) by ensuring the reliability and performance of an organization’s IT infrastructure. ITOps teams are responsible for monitoring systems, managing incidents, resolving outages, and maintaining infrastructure health to support business operations. Their work often involves managing complex environments, including hybrid and multi-cloud setups, interconnected systems, and high volumes of data.

Without AI, ITOps, and ITOM teams face several pain points. Manual processes slow down MTTD and MTTR, while siloed tools and fragmented data make it difficult to get a comprehensive view of system health. The sheer volume of alerts overwhelms teams, causing delays in prioritizing and addressing critical issues.

These challenges not only strain resources but also reduce efficiency, making it harder for organizations to meet the growing demand for seamless IT operations. Aisera’s Agentic AI can address these pain points by enhancing system monitoring and providing actionable insights to empower teams to work proactively.

AI-Driven Proactive Support

IT infrastructure monitoring is a key aspect of ITSM that helps maintain the health of operations. Aisera’s AI solution continuously ingests data from monitoring and observability tools to track device performance, CPU usage, memory, disk space, and system temperatures, allowing organizations to detect early signs of potential failures.

By predicting hardware issues or performance degradation before they happen, AI can trigger automated maintenance schedules, such as software updates or system optimizations, reducing the likelihood of unplanned downtime. In addition, proactive notifications extend to security measures, such as reminding users to reset their passwords if a security breach occurs.

Beyond device health and security, AI can also send alerts about resource shortages, license expirations, or upcoming system maintenance, allowing IT to address issues before they affect users. By leveraging Aisera’s capability to provide proactive notifications, organizations can reduce incident response times, enhance user satisfaction, and prevent costly disruptions, ultimately fostering a more resilient IT environment.

Optimizing IT Resources with Predictive Analytics

Predictive analytics in AI for ITSM goes beyond just preventing incidents—it also plays a critical role in optimizing IT resources to ensure efficient use and better cost management. By analyzing historical data and current trends, Aisera can provide valuable insights into resource usage patterns, helping to make informed decisions about the allocation and scaling of resources.

For instance, Aisera can predict the need for additional software licenses based on user demand, usage trends, or project timelines. By forecasting license requirements, organizations can avoid over-provisioning or under-licensing, ensuring they have the right amount of resources at the right time, and preventing unnecessary costs.

Similarly, Aisera’s Agentic AI can anticipate hardware upgrades before systems begin to show signs of performance degradation. This can be done by ingesting data from monitoring and observability tools, enterprises can keep track of hardware health and usage metrics and predict when computers or servers will need an upgrade or replacement.

This approach ensures that resources are always optimized, preventing costly disruptions and keeping systems running at peak performance. With predictive AI, organizations can make smarter, data-driven decisions that align with strategic needs and budgetary constraints.

Conclusion

Traditional ITSM tools are no longer sufficient to meet the evolving needs of modern organizations and employees. These systems struggle to keep up with the speed and volume of requests that organizations face today, leading to delays, inefficiencies, and frustrated employees and service desk teams.

Integrating Agentic AI in ITSM solutions is the game-changer that drives meaningful improvements and addresses these challenges head-on, benefiting both employees and service desk agents – no rip and replace required with proven business outcomes.

By empowering service desk agents, enhancing the employee experience, and optimizing IT operations, AI for ITSM ensures faster resolutions, reduced costs, and improved productivity for the organization as a whole. As businesses continue to adapt to growing complexities, adopting agentic AI will be critical in enabling seamless, proactive, and efficient IT service management.

Book a custom agentic AI demo to experience the power of Aisera’s Agentic AI Copilot for your enterprise today!