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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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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

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...