Introduction: AI is changing IT all
IT leaders face major challenges with IT Service Management (ITSM) today. From increasing complexity of IT environments, growing user expectations, and the need for swift problem resolution, there are big hurdles to overcome.
Generative AI is emerging as a transformative tool in tackling these challenges, offering advanced analytics to predict and prevent issues, automation to streamline repetitive tasks, and adaptive learning to continuously improve processes. The opportunities are boundless if you know how to use AI to your advantage.
This guide explores how IT leaders can navigate complex IT service demands using generative AI. How do we know? Freshworks has been at the forefront of enterprise grade AI-driven solutions such as Freddy AI for years, offering strategies and tools that make AI an indispensable ally in streamlining how work gets done.
Leveraging generative AI to navigate a complex ITSM landscape
The promise of generative AI extends beyond summarizing and analyzing data. Gen AI’s capability to continuously learn on the go makes it particularly suited for many ITSM use cases.
Gradual shifts have driven AI’s evolution in ITSM. Originally focusing on automating simple tasks and queries through AIOps—using machine learning (ML) and analytics to automate IT operations—it has since expanded to more complex functions such as predictive analytics, automated ticket routing, and proactive problem resolution.
AI enables reimagined experiences for teams through automated workflows, task prioritization, and ticket deflection. According to the organizations of various sizes see a decrease in the Average Resolution Time (ART) with workflows in place—anywhere between ~14% and ~36%. Service desk integrations enable the smooth flow of data, increase visibility, reduce time to resolution, and enhance user experience. With timely insights, AI can monitor metrics, stay on top of trends and outliers, and take action.