How Is AI Impacting IT Service Management (ITSM)

ITSM organizations have started using AI to achieve a new level of control and accelerate productivity like never before. Integrating AI technology in IT service management (ITSM) will create a smarter ITSM experience and enhance the way humans get involved with the service management process.

AI can improve ITSM experience in different ways; a basic one being by using AI-driven chatbots to handle low value IT support calls. Chatbots also have the capability to integrate with many of the legacy ITSM tools like ServiceNow, Freshdesk or Jira.

Gartner predicts that by 2020, 55% of all large enterprises will have deployed at least one bot or chatbot in production and AI augmentation will generate $2.9T in business value and recover 6.2B hours of worker productivity by 2021.

Enterprises are increasingly adopting chatbots for improving their business processes. Many B2B enterprises are looking forward to integrate chatbots on ITSM platforms, in order to eliminate traditional approaches and make the service process less complicated, less labor intensive and more cost-effective, all while also giving end users a higher level of customer service during every interaction with the IT service desk.