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AI Becoming Mainstream in Delivering ITSM

93% of businesses plan to use AI to streamline their help desk systems

Artificial Intelligence (AI) technology has hit the mainstream, as 93% of businesses are currently exploring or deploying some level of AI in ITSM, according to a new survey by IDC and Freshworks.


"The data proves what Freshworks has been seeing with our customers for years — they expect AI to be deeply integrated within the ITSM tools instead of it being an add-on that requires additional effort to delight their employees," said Prakash Ramamurthy, Chief Product Officer at Freshworks. "As evident from the survey, users of AI want greater automation, reduced complexity, and a simplified approach with modern IT tools that delight businesses of all sizes. AI is no longer a futuristic concept, it's a must-have."

AI is seen as an ITSM/ITOM game changer. AI technologies are rapidly emerging as a way to delight customers and employees and not just a chat tool.

Most IT Managers Are Exploring AI

Virtually all IT managers (93%) are currently exploring or deploying some level of AI technology for ITSM/ITOM modernization; 61% deployed at some level and 32% exploring possibilities.

Majority of IT Managers Say AI is Important

Nearly 70% of IT managers say AI is either critical or very important for upgrading and modernizing their service desk capabilities.

ITSM chatbots are in the lead

Among six representative AI use cases, ITSM chatbots are the clear leader in planned or actual AI deployments.

On the flip side, a significant percentage of the respondents indicated that they have no plans to deploy these AI-powered capabilities.

AI Users Want Speed and Integration

Despite the expected and achieved benefits, survey respondents cited what they wanted to gain from implementing AI. The following four topped the list:

■ Speed of implementation (40%)

■ Integration with legacy systems (40%)

■ The overall cost of implementation (38%)

■ Training the AI bots solution to return the most accurate response (39%)

AI Users Want Fast and Easy Deployment

A large majority of the survey respondents indicated that any AI solutions for ITSM/ITOM should be intuitive, scalable, collaborative, and easy to deploy.

For example, 82% mostly or completely agreed with the statement: "We need a fast, pre-trained, easy-to-deploy AI solution to meet our needs."

Also, 85% mostly or completely agreed that "the more intuitive an AI application, the more likely it will be accepted and deployed."

The survey also explored a key metric associated with today's demanding IT environment: the number of IT service inquiries received by the IT support desk each day. That number ranged from an average of 44 inquiries per day for small companies to 725 per day for large organizations.

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Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...

Today, organizations are generating and processing more data than ever before. From training AI models to running complex analytics, massive datasets have become the backbone of innovation. However, as businesses embrace the cloud for its scalability and flexibility, a new challenge arises: managing the soaring costs of storing and processing this data ...

AI Becoming Mainstream in Delivering ITSM

93% of businesses plan to use AI to streamline their help desk systems

Artificial Intelligence (AI) technology has hit the mainstream, as 93% of businesses are currently exploring or deploying some level of AI in ITSM, according to a new survey by IDC and Freshworks.


"The data proves what Freshworks has been seeing with our customers for years — they expect AI to be deeply integrated within the ITSM tools instead of it being an add-on that requires additional effort to delight their employees," said Prakash Ramamurthy, Chief Product Officer at Freshworks. "As evident from the survey, users of AI want greater automation, reduced complexity, and a simplified approach with modern IT tools that delight businesses of all sizes. AI is no longer a futuristic concept, it's a must-have."

AI is seen as an ITSM/ITOM game changer. AI technologies are rapidly emerging as a way to delight customers and employees and not just a chat tool.

Most IT Managers Are Exploring AI

Virtually all IT managers (93%) are currently exploring or deploying some level of AI technology for ITSM/ITOM modernization; 61% deployed at some level and 32% exploring possibilities.

Majority of IT Managers Say AI is Important

Nearly 70% of IT managers say AI is either critical or very important for upgrading and modernizing their service desk capabilities.

ITSM chatbots are in the lead

Among six representative AI use cases, ITSM chatbots are the clear leader in planned or actual AI deployments.

On the flip side, a significant percentage of the respondents indicated that they have no plans to deploy these AI-powered capabilities.

AI Users Want Speed and Integration

Despite the expected and achieved benefits, survey respondents cited what they wanted to gain from implementing AI. The following four topped the list:

■ Speed of implementation (40%)

■ Integration with legacy systems (40%)

■ The overall cost of implementation (38%)

■ Training the AI bots solution to return the most accurate response (39%)

AI Users Want Fast and Easy Deployment

A large majority of the survey respondents indicated that any AI solutions for ITSM/ITOM should be intuitive, scalable, collaborative, and easy to deploy.

For example, 82% mostly or completely agreed with the statement: "We need a fast, pre-trained, easy-to-deploy AI solution to meet our needs."

Also, 85% mostly or completely agreed that "the more intuitive an AI application, the more likely it will be accepted and deployed."

The survey also explored a key metric associated with today's demanding IT environment: the number of IT service inquiries received by the IT support desk each day. That number ranged from an average of 44 inquiries per day for small companies to 725 per day for large organizations.

The Latest

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...

Today, organizations are generating and processing more data than ever before. From training AI models to running complex analytics, massive datasets have become the backbone of innovation. However, as businesses embrace the cloud for its scalability and flexibility, a new challenge arises: managing the soaring costs of storing and processing this data ...