ITSM clearly defines the processes for the smooth running of IT services.

Given its huge significance for IT leaders, the ITSM market was worth $8.99 billion in 2022. According to Grand View Research, this is expected to grow at a CAGR of 9.3% from 2023 to 2030.

According to Live Chat Research, the average wait time after contacting the service or IT help desk improved to 3 minutes and 16 seconds in 2023.

ITSM automation aims to improve the response times even further with the emergence of Generative AI.

Unfortunately, a large portion of the ITSM processes leverages manual efforts, which impact IT service delivery and customer satisfaction.

This is highly evident in the existing ITSM tools, which defer seamless IT support or operations for your employees.

Generative AI proficiencies transform your ITSM, driving seamless employee support efficiency.

If you aim to elevate the ITSM performance and gain efficiency for your employees, Generative AI integration with your ITSM platform is important.

LLM, or large language models, generally refers to vast data assimilation in a database. It complements Generative AI and helps with various NLP task enablement.

In contrast to conventional AI, Generative AI leverages massive amounts of data to create new content or responses, summarize, translate, and predict new assumptions. These are extremely useful for enabling a dozen tasks for employee IT support efficiency.

To simply describe it, Generative AI uses patterns and algorithms rather than relying only on pre-trained data to generate responses for users.

Generative can easily help ITSM managers—

• Anticipate service disruption

GenAI keeps a tab on ongoing interactions with ITSM queries and resolutions provided.

The power of continuous learning helps GenAI rapidly adapt to unexpected ITSM issues. Predicting upcoming service disruption to the IT services, such as inaccessibility to organization-wide apps due to password expiry, is a powerful GenAI capability.

By alerting ITSM teams about unexpected issues with their IT services, Generative AI helps resolve them before they escalate and ensures uptime for enhanced user productivity and efficiency.

• Automate responses for ITSM

IT leaders can prepare knowledge articles based on the use cases their service desks can expect.

Leaders can easily automate responses by applying ChatGPT-based search and custom search for domain-based queries. Generative AI can use massive datasets to generate new responses without relying on predefined FAQs or knowledge bases.

• Generate ITSM reports

ITSM leaders can derive massive data from service desk interactions and use it to create a report, which is helpful in analyzing areas for improvement and implementing changes to make service desk interactions more effective and useful for employee support.

Depending on these Generative AI capabilities for ITSM, service desk or help desk managers can give simplified ways for their employees to manage routine tasks autonomously, fetch data to make faster decisions for intricate IT scenarios, and help reduce the workloads on their IT service agents.

As a result, companies can enhance ITSM service delivery and elevate customer experience.

Can you enable end-to-end ITSM automation using our existing ITSM platforms or tools?

If you examine it intricately, some major limitations within the ITSM platforms ultimately deter seamless IT service delivery.

The existing ITSM platforms can be limiting in various ways,

• Limited automation for ITSM responses

ITSM workflows built on FAQs or predefined knowledge articles can answer known scenarios. However, service disruptions can compromise employees' experience, as chatbots struggle to comprehend queries and automate responses for unexpected or unknown ITSM scenarios.

It means the existing ITSM can solve problems with existing answers, hindering the natural flow of productivity and progress.

• High costs for self-service chatbots

Very few ITSM platforms are available to give you access to self-service portals with the base package.

Self-service chatbots can come only at a high price. This is budget-unfriendly for most business owners.

This forces employees to apply phone calls and emails for ITSM support. Due to information being in silos, ticket response time and resolution take longer to be solved.

• The steep learning curve for ITSM modules

Even though self-service is enabled, ticket management is quite challenging for your required use cases.

Your employees need to move out of the self-service portal and use a specific module to create tickets, track status, and manage other necessary activities for ITSM tasks.

Employees need a steep learning curve to adapt to an embedded self-service portal.

• Reactive nature of existing ITSM infrastructure

The existing ITSM can make use of limited automation capabilities to manage ITSM queries. This leads to limited data access, which can further limit the ability to build deep analysis and create new solutions to prevent the recurrence of repetitive issues. This turns it into a reactive ITSM, ultimately leading service agents to handle repetitive tasks, spend time on mundane activities, and lose focus on solving critical ITSM cases.

The greatest ambition of ITSM leaders is to bring efficiency to help desks while improving employee experience.

The hurdles mentioned in this section clearly demonstrate the inability of the existing ITSM tools to foster seamless support operations for your service desks or help desks.

Integrating Generative AI with your existing ITSM tools can benefit you overall and bring desired results for your business objectives.

The basic needs of an ITSM are to automate tickets, resolve issues, eliminate downtime for IT services, and keep operations running for maximum benefits.

Your existing ITSM can meet these expectations to some extent. The real-world implications of Generative AI across ITSM demonstrate the huge potential for extended automation so businesses can aim for efficiency and productivity gains at scale.

Real-world use cases of Generative AI add significant value for ITSM automation.

1. Ticket automation

Generative AI uses a Retrieval Augmented Generation approach via a hybrid search from a third-party resource.

This approach makes Generative AI highly efficient in using predefined and ongoing scenarios from the observation to apply end-to-end ticket automation.

To achieve higher uptime, it is easier and more efficient to address a request quickly, update a ticket, and resolve it.

2. Self-service for routine helpdesk tasks

More often than not, service desks or helpdesks receive a large volume of tickets for routine tasks such as password resets, account unlocks, and VPN settings, among others.

These tasks seem mundane and overwhelming for service desk agents.

Generative AI transforms self-service with extended automation for real-time information search, which helps resolve problems autonomously.

Generative AI-powered ITSM can increase the MTTR by freeing agents from handling routine tasks.

3. Rapid resolution of critical cases

With the extended automation helping find information rapidly, employees are less likely to raise requests to service desk agents. This gives agents more time to focus on critical matters by applying GenAI suggestions, improving data-driven decisions, and accelerating resolution time.

Generative AI use cases for your existing ITSM hold great promise to transform your service desk operations and elevate user experience.

Integrating GenAI with your existing ITSM platform reaps excellent benefits for your service desk, which ultimately helps your business thrive and grow.

The advantages of Generative AI-powered ITSM are:

• Drive 80% of self-service success— Gartner suggests that 70% of survey respondents prefer self-service. This is widely evident across employee IT support. Generative AI search can augment chatbots’ capability to retrieve answers to every routine question and help employees solve problems, automating about 80% of repetitive tasks for your ITSM.

• Verifiable answers for your IT support tasks— Generative AI, when tied with external data sources, especially with proprietary company data, employees can generate accurate information with citations. Employees can remain confident about the veracity of information, avoid misinformation, and gain accuracy for their tasks.

• Improved information search— GenAI and RAG approaches easily prevent LLMs from being overwhelmed by diverse datasets and making mistakes in finding context for user queries. This helps employees speed up information search and complete tasks efficiently and independently.

• Consolidated ITSM information— Retrieving information for a specific IT support query becomes quite straightforward for employee support. Instead of suggesting a whole article only to spend lots of time retrieving the exact information pieces, Generative AI for your ITSM can surface consolidated information needed specifically for the issues your employees need help with.

• Rapid triage of IT issues— Generative AI helps create predictive models using ITSM data, make better data-driven decisions, and suggest better predictions to prevent IT issues faster.

• Enhanced reporting and analytics for ITSM improvement— Integrating GenAI with existing ITSM platforms can elevate the capacity of data analytics and reporting. This helps ITSM managers harness enriched data to analyze performance loopholes and make improvements.

• Increased employee satisfaction— IT support delivery is faster, more accurate, and real-time. Employees can find information on their problems quickly, solve them accurately with better GenAI suggestions, and derive extended satisfaction.

• SLA compliance— ITSM has a set of rules for issue resolution so that companies can comply with SLAs. Compared to the existing ITSM, Generative AI makes it easy to solve issues faster and helps maintain SLAs.

When your ITSM platform lacks significant GenAI properties to enhance employee support operations, Workativ makes it easy. You can create Generative AI workflows, add additional scenarios, remove cases, or optimize existing topics based on changes. There are many scopes to leverage Generative AI for your ITSM and aim for maximum growth.

• Transform without the migration hassles.

Workativ is easy to integrate with your existing ITSM platforms and leverage Generative AI effortlessly using its conversational AI platform. You can create your workflows and customize them to fit your unique needs. On top of that, you can optimize your existing platform via integration with Workativ and eliminate the headaches related to migration to another platform.

• Build RAG search for enhanced ITSM support.

Workativ allows you to integrate with hybrid NLU or Knowledge AI(consider it KnowledgeGPT) to elevate search performance. This feature extends the existing capability of LLM by uploading domain-related knowledge articles and enhances accuracy and relevancy for company-wide IT support questions.

• Automate tasks for your IT support.

Integrate with your existing apps using Workativ and create app workflow automation for various IT support tasks. Instead of just automating conversations, you can unlock the potential to automate password resets, account unlocks, and user provisioning, among others.

• Leverage pre-built workflows.

You can start instantly just by leveraging pre-built workflows from the marketplace for your specific and existing ITSM platform. Regardless of what use cases are important for your specific scenarios, you can choose from the marketplace, customize, and launch them effortlessly.

• Employ agents’ handover.

Generative AI competencies inside Workativ’s conversational AI platform help derive context for user input and provide appropriate responses. When not found, the GenAI interface automatically understands the need to transfer a call to a live agent, reducing the wait time.

• Use the agents’ screen.

Leverage the shared live inbox inside Workativ’s conversational AI platform for your agents. This will allow them to apply LLM power to decision-making and provide better recommendations to solve critical issues faster. Agents can easily use a unified screen to eliminate confusion, improve comprehension, and use GenAI suggestions to manage more tickets without fatigue.

• Create task automation within MS Teams or Slack.

Unlike existing ITSM, which requires your people to toggle in and out of the platform to interact with ITSM scenarios, Workativ seamlessly syncs with MS Teams and Slack to conveniently bring the ITSM ecosystem inside your familiar channels.

Your people can directly pull information from the existing ITSM platforms, manage task automation and solve problems quickly.

• Apply context-switching.

ITSM chatbots with conventional AI properties can only handle small lengths of sentences and find it difficult to handle context switching for long conversations. But, Generative AI inside Workativ seamlessly handles context switching and answers to user queries.

It is all about making the most of Generative AI to gain a competitive advantage. ITSM leaders expect to drive efficiency and cost savings with Generative AI.

Workativ offers a cost-effective solution for integrating Generative AI with your existing ITSM platforms and transforming your service desk or help desk tasks.

If you want to avoid all the hassles of building your Generative AI capabilities for your ITSM platforms, you can leverage Workativ’s no-code platform and kickstart quickly.

Get in touch with us to schedule a product demo today.

What are the potential risks or challenges associated with integrating Generative AI into existing ITSM platforms, and how can they be mitigated?

Integrating Generative AI into existing ITSM platforms may pose challenges like data quality issues, algorithm biases, and user acceptance. To mitigate these risks, organizations should conduct thorough data audits, implement bias detection algorithms, and provide comprehensive user training.

How does integrating Generative AI with existing ITSM platforms impact the overall user experience for employees seeking IT support, and are there any considerations for ensuring a smooth transition and adoption process?

Integrating Generative AI with existing ITSM platforms enhances the overall user experience by providing faster responses, more accurate solutions, and increased self-service capabilities. To ensure a smooth transition and adoption process, organizations should provide comprehensive training, communicate the benefits of the integration, and actively solicit user feedback to address any concerns or issues.

How does Generative AI integration with existing ITSM platforms accommodate diverse organizational structures and workflows?

Generative AI integration with existing ITSM platforms offers flexibility to adapt to diverse organizational structures and workflows. For example, in large enterprises with complex IT environments, the integration can automate ticket routing based on departmental priorities, while in smaller organizations, it can streamline IT support processes through self-service capabilities tailored to specific user needs.