ITSM Modernization: Agility, Automation, and AI Take Center Stage –
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ITSM modernization relies on the ability to integrate seamlessly, deploy workflows quickly and leverage AI for expedited service.
Agility is a key barrier to ITSM maturity – due to both resource constraints and heavy admin overhead, organizations are unable to deploy or expand service delivery. As an example, just 35% have fully implemented enterprise service management workflows beyond IT, reflecting a critical need for ESM tools that extend across functions such as HR, finance, and facilities.
Over a quarter of respondents cite administrative burden in their ITSM platform as a key challenge, leading to delays in workflow deployment and customization. With 46% of respondents stating their IT teams spend 2+ hours a week on manual tasks (with 20% spending 4+ hours a week), IT leaders are seeking increased automation and looking to deploy AI to decrease the time spent on mundane, repetitive tasks.
32% have fully implemented AI for case resolution, while the remaining are still in the planning or adoption stage and 67% of respondents use AI-enhanced chat for 24 x 7 response and resolution. In addition, 63% use some form of AI-enabled automation, and 54% have an AI-enabled technician assistant. Currently, 39% of respondents report using GenAI-enabled knowledge management. IT leaders are prioritizing these implementations over the next 12–18 months. AI is fast becoming the catalyst for ITSM modernization efforts.
As the demands of digital transformation grow, IT leaders are pointing to agility, automation, and AI as the key building blocks for ITSM modernization efforts. Download this report to benchmark your organization and to start building your roadmap for faster, better service delivery.
Organizations often approach me with questions about how to modernize their service management to adjust for digital transformation and other new ways of working. Organizations can drive efficiency and insights by applying automation, integration and artificial intelligence, positioning them for a competitive advantage.”
Snow Tempest, Research Manager for IDC
AI Is Transforming Service Management
Nearly 63% of organizations are exploring AI-enabled automation to streamline ticket management, with 32% fully implementing AI for case resolution and 39% utilizing AI for knowledge-based content creation.
AI drives efficiencies across service management by enabling faster resolutions, automating ticket handling, improving employee self-service, enabling advanced chat interactions, and expediting access to information.
IT leaders looking to automate need to be looking at no-code. This is the future of IT Service Management and anyone that does not embrace this will be left behind.
TeamDynamix offers a cloud-based platform for enterprise integration. By connecting different systems, technologies and applications, organizations can modernize ITSM with improved use of enterprise automation and AI. With the TeamDynamix integration hub, you get access to a library of connectors to common systems such as Workday, Oracle, Salesforce, the Active Directory, Azure and more.
At the heart of agility lies no-code automation and AI paired together. This combination is revolutionizing the IT service desk by eliminating manual bottlenecks.
Enhanced ITSM maturity offers improved efficiency through automation, self-service, ticket deflection, change management, and outage reduction. This efficiency enables more responsive IT and allows staff to focus on higher-value tasks.
Additionally, this maturity contributes to organizational resilience and provides operational security benefits, as it minimizes the burden of manual processing and repetitive tasks on IT teams. AI is key to self-service, integrating with other systems to personalize conversations and execute resolutions. Organizations have widely implemented AI in functions that assist general employees and expedite tasks for human service agents, and 67% of respondents use AI-enhanced chat for 24 x 7 response and resolution.
In addition, 63% use some form of AI-enabled automation, and 54% have an AI-enabled technician assistant. Currently, 39% of respondents report using GenAI-enabled knowledge management. Additional organizations are prioritizing these implementations over the next 12–18 months. To keep up with competitors, organizations should consider AI as part of any ITSM modernization initiative.
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