IT Pros Are Going All-In on Advanced AI for ITSM

IT service management (ITSM) tools are shaking things up. They’re getting smarter, fast. Think AI and GenAI – the new must-haves. Leading ITSM vendors are all over it. The SysAid “AI Revolution in ITSM: Mega-Trends You Can’t Ignore” 2024 report shows just how big this shift is. Nearly 60% of respondents say IT is a top strategic priority, and over a quarter (26%) of IT leaders see it as an even bigger deal this year.

So, what’s driving this push? It’s simple. Better ITSM operations mean better business outcomes. Our report says 81% of SysAid users are seeing a boost in employee experience thanks to AI tools. But we’re not there yet. Many IT pros still need more help, especially with service desk capabilities.

Service Desk Goals and How GenAI Steps In:

Our survey nailed down the top three service desk goals for 2024:

• AI isn’t just a buzzword anymore. It’s a game-changer. And in the world of ITSM, it’s making waves. Ready to ride them?
• Better Performance Insights: Get clearer visibility and analysis on performance and outcomes.
• Productivity Boost: Leverage AI and automation to get more done, faster.

AI isn’t just a buzzword anymore. It’s a game-changer. And in the world of ITSM, it’s making waves. Ready to ride them?

AI-Enabled Capabilities: More Than Just Productivity

AI isn’t just about cranking up productivity (though it does that pretty well). It’s a game-changer across the board. Here’s how:

• Self-Service: Picture GenAI-powered chatbots or virtual agents. They’re conversational and get you quick resolutions without the wait.
• Visibility: GenAI doesn’t just give you data; it hands you automated performance updates on a silver platter. Think predictive analytics that forecast future performance.
• Productivity: GenAI’s workflow automation classifies, prioritizes, and routes tickets faster than you can say “incident resolved.” It even throws in automatic solutions when possible. Plus, IT staff can lean on GenAI for real-time suggestions and automated actions. Need summaries or training content? GenAI’s got that, too.

IT Pros Are Hungry for Advanced AI Features

Back in the mid-2010s, IT folks were jittery about AI taking over their jobs. Fast forward to 2024, and there’s been a total 180. Now they see AI as a big win, thanks in part to ChatGPT.

The SysAid “AI Revolution in ITSM: Mega-Trends You Can’t Ignore”  report survey posed a fun question: “What would you do with a service desk superpower?” The top answer was workflow automation, followed by predictive analytics to nip issues in the bud before they mess with end-users.

The AI Revolution is Here

GenAI is already making waves in IT. It’s helping IT staff up their game, boosting productivity, and nailing better business outcomes. But it’s not just an IT thing anymore. Enterprise service management (ESM) means these tools are gold for any department.

GenAI and Enterprise Service Management (ESM)

Time for a quick ESM 101. ESM is about using ITSM capabilities to polish up services, ops, experiences, and outcomes across all business functions—think HR, facilities, finance, and legal. They all tap into workflow automation, self-service portals, asset management, and knowledge management.

So, when GenAI is integrated into your ITSM tool, everyone from HR to legal reaps the benefits, making processes smoother and services sharper across the board.

Enterprise Service Management: Gaining Ground

Enterprise service management (ESM) is making waves in organizations of all sizes. “The AI Revolution in ITSM: Mega-Trends You Can’t Ignore”, report shows a clear trend: more companies are hopping on the ESM train. Last year, only 31% planned to expand ITSM beyond IT. This year? Over 37% see the value in stretching ITSM capabilities across departments. HR, facilities, and finance are leading the pack in adopting self-service automation through ITSM platforms.

With AI becoming a staple in both professional and personal lives, business functions across the board are craving those advanced AI features.

What’s Holding You Back from GenAI?

GenAI might sound like a sci-fi dream. Sure, it offers a ton of benefits for ITSM and ESM, but there are hurdles to clear. Our survey asked, “What holds you back from leveraging GenAI in your organization?” Here’s what we found:

• Security and Privacy Concerns
• Lack of Resources for Successful Adoption

These challenges aren’t unique to GenAI—they pop up with any new tech. But they’re still crucial to address if you want to make the most of GenAI in your ITSM tools. And remember, this isn’t just about IT. Other departments that stand to gain from ESM strategies need solutions too.

Curious about the demand for advanced AI in ITSM tools?

• Grab your copy of SysAid’s report