AI in ITSM: Revolutionizing IT Service Management

Artificial intelligence (AI) has been transforming the IT industry at a rapid pace that many have been comparing to the internet revolution in the 1990s. ITSM, or IT service management, refers to managing IT services in order to meet the needs of organizations and their customers. There are numerous use cases for AI in this IT subfield, and AI in ITSM can yield automation, efficiency, cost savings, and an improved user experience. 

AI in service management isn’t just theoretical anymore – in fact, BMC reports that around 60% of companies are now using AI-based ITSM tools to enhance their functions, effectively transforming into an AI service desk. In this guide, we will explore how AI is transforming ITSM with a focus on the key benefits of ITSM AI and its real-world applications. 

What is AI in ITSM 

Artificial intelligence in service management for IT involves AI-driven tools and programs that help streamline IT operations and make many IT tasks easier and more efficient. AI-based ITSM software departs from traditional ITSM tools by leveraging technologies like machine learning, natural language processing, and predictive analytics to optimize IT operations. In doing so, AI in ITSM has the potential to streamline IT workflows, enable more proactive problem-solving and security, and improve response times and ticket resolution rates. 

Let’s take a closer look at some of the key AI technologies used in ITSM. 

Machine learning (ML): A branch of artificial intelligence focused on enabling computers and machines to mimic the way humans learn through data-based training. 

Natural language processing (NLP): A branch of artificial intelligence focused on equipping computers to understand, interpret, and generative human language. This in turn allows for more natural, intuitive interactions between humans and AI bots. 

Robotic Process Automation (RPA): A branch of artificial intelligence that uses AI-powered bots to automate repetitive, rule-based tasks – think filing or data entry. 

Predictive Analytics: A process in which AI tools use machine learning and data analysis to forecast future trends and outcomes. This in turn allows enterprises and organizations to make more informed decisions and take proactive stances for the future. 

Advantages of AI ITSM

Introducing AI for ITSM tools in your IT team’s day-to-day workflows is virtually certain to create more efficiency and productivity, all while saving costs. Let’s take a look at some of the key advantages of AI ITSM platforms that are purpose-built for IT teams to maximize productivity and minimize repetitive busy work.

Faster issue resolution

AI-driven ITSM tools like Atera’s Copilot (more on that later!) save technicians 11–13 hours per week by automating ticket categorization, routing, and troubleshooting. With routine tasks handled instantly, IT teams can resolve issues faster and reduce downtime.

This efficiency boost means quicker response times and improved service. AI-powered self-service options also let users fix simple issues themselves, giving technicians more free time to focus on the more complex challenges of being an IT technician.

Cost savings

Automating IT processes reduces IT expenses by 50% annually. It’s true! Our customer CHT Info, an IT consultancy and management company in Brazil, was able to leverage Atera’s AI-powered ITSM platform to streamline mundane tasks like inventory and licensing reporting or deploying new updates. The company has grown 200% over the past two years, and their operating expenses have declined by 50%. 

Improved user experience

According to Forbes and other well-regarded sources, AI-powered support leads to a marked increase in employee satisfaction. Jones Plastic & Engineering, a client in the manufacturing space, was able to utilize Atera’s AI Coplit solution to cut down on ticket resolution times and better support their employees both on-premise and remotely. 

Growth and scalability

AI enables IT teams to handle 10X times more requests without additional staff, bolstering efficiency and making it possible to grow and scale your organization with ease. By streamlining ticket resolution through the integration of an AI chatbot to interact with users about basic issues, technicians can go from working on 7 tickets a day to 70 tickets a day! 

Enhanced security

AI identifies security threats and anomalies before human detection. AI tools for IT offer predictive analytics that can help with decision-making as well as proactive incident management. These AI-driven tools analyze historical data to forecast system failures before they happen. With intelligent monitoring that detects anomalies and prevents disruptions, integrating AI into your IT management toolbox can help keep your whole IT environment protected.

Real-world use cases of AI in ITSM 

From the many case studies cited above, you may have started to gain a clearer picture of how AI in ITSM is being used today. To better illustrate the real-world use cases of AI ITSM, let’s take a closer look at a few other stories of how our customers are using Atera in ITSM. 

Leeds United

Leeds United Football Club came to us with a problem — they were tasked with handling a very large volume of support tickets. After becoming an Atera client, they’ve been able to slash their ticket volume by a whopping 35%. 

The club’s six-person IT team struggled with manual processes and spreadsheets, causing inefficiencies and frequent ticket delays. Supporting over 1,000 end users, they needed a cost-effective solution to speed up resolutions and improve satisfaction.

With Atera’s AI Copilot, many end users resolved issues themselves, reducing ticket volume and freeing technicians for complex tasks. AI Copilot also assisted by suggesting solutions, writing scripts, and generating meeting summaries.

Innovate IT

Innovate IT, a leading MSP in Cape Town, needed a way to improve efficiency while managing over 2,300 endpoints across small businesses. Their 21-person team was overwhelmed by high ticket volumes, slowing response times and impacting client satisfaction.

With Atera’s AI-powered assistant, Innovate IT cut their daily open tickets from 80 to just 35-40. The AI Copilot analyzes incoming tickets, suggests solutions, and generates scripts on behalf of Innovate IT—accelerating ticket resolution by 50%. This allows technicians to focus on proactive support instead of being stuck in reactive firefighting.

Seamless communication and AI-driven insights have transformed their workflow, streamlining operations and enhancing client service. “Thanks to Atera’s AI, we resolve client issues promptly and efficiently,” says IT Help Desk Manager Raymond Maronga.

How Atera leverages AI for ITSM 

At Atera, we are dedicated to changing the way that enterprises do IT. Our AI Copilot platform offers a suite of AI-powered features that stands out in this fast-paced market: 

• Atera’s AI ticketing system: With AI Copilot, Atera’s AI ticketing tool is able to automate ticket classification, routing, and response. Often, end users can simply interact with our generative AI bot to resolve common problems. If human intervention is needed, Copilot will elevate the ticket to the appropriate technician and can even offer suggestions on what to do next. 
• Atera’s predictive IT analytics: Copilot offers AI-driven insights to prevent issues before they escalate. This means that you can spot potential security weaknesses before they become major problems, identify inventory replacement timelines, see asset utilization reports, and make more informed decisions about the future of the company. 
• AI-powered RMM: Atera’s AI Copilot is optimizing IT operations with automated patch management, real-time monitoring and alerts, reporting and analytics, and so much more. Your remote monitoring and management setup will never be the same. 
• Smart automation for IT teams: Atera simplifies workflows with AI automation. Our AI agents can handle many tasks on their own, speeding up processes and freeing up technicians to work on more complex tasks that offer even more value to the company.

Future of AI in ITSM

What’s next for artificial intelligence in service management? Emerging trends include AI-driven hyper-automation, advanced self-healing ITSM, AI-powered cybersecurity, and more. At Atera, we’re dedicated to remaining on the cutting edge of the AI revolution, meaning that we’re constantly adapting and developing our program to give you the most up-to-date capabilities. The AI industry is continually evolving as AI tools become “smarter” than ever. Check out the video below for a glimpse into Atera’s AI capabilities and see how our cutting-edge AI is transforming IT management in real time.

One of the biggest emerging trends? The meteoric rise of agentic AI, or AI that is capable of operating autonomously, learning, adapting, and making independent decisions and taking actions based on context and data in real-time. Learn more about agentic AI vs generative AI in this in-depth article. 

Explore AI-powered ITSM solutions 

AI solutions for ITSM are crucial for modern enterprises looking to stay ahead of the curve. Embracing AI for ITSM helps enterprises save money, improve user experiences, boost efficiency, enhance their security postures, and so much more.

Failing to adopt these high-powered AI ITSM tools can make it difficult for your company to keep up… Stay on the cutting edge of all things AI in ITSM. Explore Atera’s AI solutions to future-proof your IT management. Get in touch with us today to start your 30-day free trial, with no credit card down.