AI Becoming Mainstream in Delivering ITSM
93% of businesses plan to use AI to streamline their help desk systems
August 09, 2021
Share this

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.

Share this

The Latest

June 20, 2024

The total cost of downtime for Global 2000 companies is $400 billion annually — or 9% of profits — when digital environments fail unexpectedly, according to The Hidden Costs of Downtime, a new report from Splunk ...

June 18, 2024

With the rise of digital transformation and the increasing reliance on applications for business operations, the need for application performance management (APM) has become more critical ... This blog explains what APM is all about, its significance and key features ...

June 17, 2024

Generative AI (GenAI) has captured significant attention by redefining content creation and automation processes. Despite this surge in GenAI's popularity, it's crucial to highlight the continuous, vital role of machine learning (ML) in underpinning crucial business functions. This era is not about GenAI replacing ML; rather, it's about these technologies collaborating to supercharge intelligent automation across industries ...

June 13, 2024

As organizations continue to navigate their digital transformation journeys, the need for efficient, secure, and scalable data movement strategies has never been more critical ... In an era when enterprise IT landscapes are continually evolving, the strategic movement of data has become a cornerstone of maintaining agility, competitive edge, and operational efficiency ...

June 12, 2024

In May, New Relic published the State of Observability for IT and Telecommunications Report to share insights, statistics, and analysis on the adoption and business value of observability for the IT and telecommunications industries. Here are five key takeaways from the report ...

June 11, 2024
Over the past decade, the pace of technological progress has reached unprecedented levels, where fads both quickly rise and shrink in popularity. From AI and composability to augmented reality and quantum computing, the toolkit of emerging technologies is continuing to expand, creating a complex set of opportunities and challenges for businesses to address. In order to keep pace with competitors, avoiding new models and ideas is not an option. It's critical for organizations to determine whether an idea has transformative properties or is just a flash in the pan — a challenge tackled in Endava's new 2024 Emerging Tech Unpacked Report ...
June 10, 2024

The rapidly evolving nature of the industry, particularly with the recent surge in generative AI, can catch firms off-guard, leaving them scrambling to adapt to new trends without the necessary funds ... This blog will discuss effective strategies for optimizing cloud expenses to free up funds for emerging AI technologies, ensuring companies can adapt and thrive without financial strain ...

June 06, 2024

Software developers are spending more than 57% of their time being dragged into "war rooms" to solve application performance issues, rather than investing their time developing new, cutting-edge software applications as part of their organization's innovation strategy, according to a new report from Cisco ...

June 05, 2024

Generative Artificial Intelligence (GenAI) is continuing to see massive adoption and expanding use cases, despite some ongoing concerns related to bias and performance. This is clear from the results of Applause's 2024 GenAI Survey, which examined how digital quality professionals use and experience GenAI technology ... Here's what we found ...

June 04, 2024

Many times customers want to know why their measured performance doesn't match the speed advertised (by the platform vendor, software vendor, network vendor, etc). Assuming the advertised speeds are (a) within the realm of physical possibility and obeys the laws of physics, and (b) are real achievable speeds and not "click-bait," there are at least ten reasons for being unable to achieve advertised speeds. In situations where customer expectations and measured performance don't align, use the following checklist to help determine the reason(s) why ...