IT Self-Service: Crash, Burn, and Comeback with GenAI

IT self-service has always been the go-to for overworked service desks looking to better serve end-users. But let’s be honest, the last decade hasn’t exactly been smooth sailing. Despite shiny new tech, users weren’t thrilled. Adoption rates? Low. Satisfaction? Even lower.

Back in 2017, a telling stat showed that less than 12% of organizations felt they got their money’s worth from self-service tools. The promises were big: cut costs, boost satisfaction, and 24/7 support. Reality? Not so much.

Turning the Tide with Two Key Trends

Fast forward to today, and two trends are shaking things up:

• Experience Management: Figuring out what users hate about self-service.
• Artificial Intelligence (AI): Making those self-service experiences not just bearable, but actually good.

After the initial crash and burn, self-service is making a comeback. And it’s all thanks to generative AI (GenAI).

Insight into Employee Experience and IT Self-Service

The SysAid “AI Revolution in ITSM: Mega-Trends You Can’t Ignore” 2024 report has some eye-opening data. For instance, 81% of SysAid users report a better employee experience thanks to AI tools.

The top goal for IT service desks in 2024? Enhance employee experience through more self-service. 28% of respondents are all in on this. It’s clear: organizations still believe in self-service to speed up support, cut costs, and improve employee experiences.

Why the Shift?

Early on, the focus was all about cutting costs and boosting efficiency. Employee experience? Not even on the radar. Fast forward to 2024, and it’s a different game. Now, 71% of our customers’ goals revolve around improving employee experience. This includes making self-service the first stop for issue resolution.

GenAI to the Rescue

GenAI is addressing the big issues that made users avoid self-service in the first place:

• Usability Problems: No more clunky interfaces.
• Finding Help: Quick and easy access to solutions.
• Search Results: Relevant and useful info, right when you need it.

For a lot of IT organizations, calling the service desk was easier than dealing with clunky self-service options. But that’s changing. Thanks to GenAI, we’re finally delivering the IT self-service capabilities employees actually want and need.

The GenAI Boost

Not every organization has struggled with self-service adoption, but many have. GenAI tackles the root causes of this avoidance with:

• Better User Experiences: Conversational chatbots and virtual assistants get it. They understand and respond in natural language. GenAI tailors responses based on user profiles, past interactions, and preferences. It’s personal. It’s effective.
• Contextual Recommendations: Need help? GenAI suggests relevant articles, guides, and resources thanks to its contextual awareness.
• Intelligent Automation: GenAI can diagnose and resolve common IT issues automatically. It handles routine tasks like password resets and software installations with ease.
• 24/7 Availability: GenAI doesn’t sleep. It offers continuous support, unlike your IT service desk’s office hours.
• Accurate Knowledge Bases: GenAI learns from new issues and solutions, continuously updating and expanding knowledge bases.
• Scalability: Got a flood of queries? GenAI scales up to handle them all simultaneously.

But There Are Challenges

While GenAI is a game-changer, it’s not without its hurdles. Our report highlights the key obstacles:

• Security and Privacy Concerns: 34% worried about this.
• Lack of Resources for Successful Adoption: 28% flagged this as an issue.

These challenges aren’t shocking, but they’re crucial to address. Your organization needs to tackle these head-on when rolling out GenAI for IT self-service and other support areas.

GenAI and the rise of IT self-service are huge opportunities to boost your IT service desk’s efficiency and outcomes. So, what are you waiting for?

Want a copy of the SysAid “AI Revolution in ITSM: Mega-Trends You Can’t Ignore” report? Read it here.