Aitsm Is A Win-Win Solution For Cios Looking To Digitalize It Service Desks
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Aitsm Is A Win-Win Solution For Cios Looking To Digitalize It Service Desks

The usefulness, effectiveness, and sustainability of traditional IT service management solutions have stagnated due to several reasons such as heavy expenses, inefficiency, lack of talent etc. It is true that organizations may believe they are saving money by continuing a legacy infrastructure, but this leads to high maintenance costs. At the same time, IT employees are faced with managing hundreds of thousands of endpoints and assets when IT talent is in short supply. In order to address these challenges that hinder business ROI, organizations were forced to rapidly adapt to modern technology solutions such as artificial intelligence (AI), automation, and machine learning (ML). There is no doubt that AI and ML-powered technologies provide various opportunities to address these conflicting situations and help companies enhance their overall IT service management.

A Gartner’s Survey states that the number of businesses using AI technology has increased 270% over the last four years. These statistics make it clear that businesses must adopt technology to remain competitive. It is profound how CIOs across the world act insistently to apply AI in ITSM (AITSM), and operations contribute to the improvement of their companies. Whether an organization succeeds in the new digital environment depends on its ability to take advantage of the challenges and opportunities presented by AI.

Most organizations consider AITSM as a very confusing concept. But it can be beneficial to digital transformation. In this article, we will walk you through the concept of AITSM, its benefits, and why AITSM is a comprehensive solution for CIOs looking to digitalize IT service desks.

Defining AITSM Concept

AITSM stands for AI-powered ITSM, coined by the global research firm Gartner. ITSM is enabled by intelligent automation that helps employees complete their routine tasks, requests, and actions. According to Gartner, AITSM is all about applying technologies like AI, automation, and knowledge-based on ITSM tools and its top-notch approaches to enhance your organization's overall productivity and efficiency. Undeniably, enabling AI in the workplace will help companies effectively fulfill employees' requested IT services, making an AITSM solution critical for CIOs working for Fortune 500 companies and start-ups.

What makes AI a perfect pitch for your ITSM strategy?

AITSM will ultimately fit into your ITSM strategy as it will help you boost real human agents. It will easily fit your ITSM software as it is already a big part of ITSM software. AITSM also facilitates you in gathering and organizing the data. ITSM optimizes data through machine learning algorithms. Chatbots will benefit from this. It will assist you in building your knowledge databases which will help you to train employees by leveraging better technology. With AITSM, you will be able to streamline all your business processes. As a result, your service desk agents and employees will enjoy the best possible experience.

Why do CIO’s prioritize AITSM?

Being a cutting-edge technology, AITSM puts CIOs across the world in the spotlight, bringing exciting opportunities to all parties. It also entails pressures, expectations, and accountability. The impact of digitalization falls especially heavily on the CIO, even though there are benefits like enhancing operational processes, cost-effectiveness, seamless employee and customer experience, and increased ROI. As per IDC research states that boosting operational performance will help push towards adopting digital transformation technologies. The study also estimates that around 43% of enterprises expect digital business to drive ROI growth.

Implementing an AI-powered service desk will help employees automate their routine tasks like password resetting, document accessing, creating tickets, application provisioning, instant software provisioning, onboarding, and offboarding process, and addressing common security incidents. Earlier, McKinsey has reported that employees spend almost 2 hours of their working time on these mundane tasks. But the influence of AITSM will help companies to thrive through increasing employee productivity by identifying IT issues and resolving them, implementing change management, predicting the IT and HR-related problems, reducing the overall expenditure, providing seamless employee training, and enhancing the key metrics.

Read More: Redefine your IT service desk with

Business Benefits Of Implementing AITSM

AITSM can support you by automating your human agents' time-consuming tasks so that they don’t spend their time doing manual and repetitive tasks. This will make sure that your workforce can concentrate on doing valuable work.

  1. Provide instant support at your employees' fingertips

    When an organization implements AITSM, it can serve its employees by providing instant services. It is true that while working, employees may come across too many issues - technical or non-technical, that need a quick solution. When AI is implemented in your ITSM (AITSM), it helps employees by giving the right answers to their complex and simple' queries via conversational smart chatbots.

  2. Reduce the burden on service desk agents

    As mentioned above, AITSM allows employees to resolve their problems without the help of a service desk agent. Service desk agents often had to handle multiple queries, whether it is employee support team or customer support team. Often, they had to answer the same queries at various times, which is time-consuming and tedious. In these circumstances, service agents will often be overburdened and won't be able to concentrate. AITSM helps agents from this burden by letting employees and customers auto-resolve their problems. When all cases are not routed directly to agents, they can concentrate on complex cases that need personal attention and deliver the best possible solution to the employees.

  3. Automate mundane IT processes and workflows

    Implementing AITSM is the most effective method for reducing the repetitive and tedious IT processes that need personalized attention. AITSM will automate various IT tasks, including password reset, instant software installations, laptop configurations, accessing documents, creating tickets, personalized emails, and notifications, etc., without a human agent's support.

  4. Real-time information  via the robust knowledge management system

    Advanced knowledge management is a crucial element in providing employee support. Robust knowledge management enables employees to identify all relevant and real-time information they need in one centralized location.

    Relevant Article: Why robust knowledge management is a must-need in 2022?

  5. Downsize the operational expenditure and other activities

    AITSM helps companies downsize overall operating expenditure and enhance ability because AITSM allows service desks to perform all routine tasks and processes effectively, enabling service desk agents and employees to concentrate on other activities that increase value to the organization.


It is true that AITSM is not a ready-made solution that can be implemented to auto generate an advancement in your organization's overall performance and ROI. Rather, it involves the application of artificial intelligence to the diverse activities that your IT department does. AITSM can provide exceptional results by connecting all these activities, sharing knowledge, and automating actions. AITSM can deliver greater agility and flexibility to an organization, giving them a competitive advantage in difficult times.

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