Automation & AI Articles

Agentic AI’s Role in Enterprise and IT Service Management

Posted by Alexandria Nisha
on April 10, 2025

The progress we’ve seen so far in the AI landscape has been nothing short of fascinating – especially in IT. The question for enterprises then becomes: How will Agentic AI agents drive an autonomous approach to IT support and service delivery?

New AI in ITSM Survey – Please Help

Posted by Stephen Mann
on March 25, 2025

Given that governance (including AI governance) and generative AI (GenAI) were the top two options in ITSM.tools’ 2025 content poll, we appreciate that people are keen to get as much insight on what is happening with AI in the ITSM space as possible. We’re therefore running another “AI in ITSM” survey only six months after the last one.

ITOM-ITSM Integration – The Key to Smarter Service Management

Posted by Nikhil Frederick J
on March 20, 2025

IT organizations can face challenges that include manual CMDB updates, reactive incident management and long resolution times, and monitoring-alert fatigue. This article looks at these challenges (and their impact) before offering a solution – ITOM-ITSM integration.

The State of AI in ITSM Correlations

Posted by Stephen Mann
on February 4, 2025

An earlier State of AI in ITSM 2025 article shared some headline statistics from an Atomicwork, PeopleCert, and ITSM.tools survey and report. This article now shares some of the ITSM correlations found in the AI report data.

AI Transformation in ITSM Requires a Bigger Vision

Posted by David Barrow
on January 22, 2025

AI transformation in IT starts with a bigger vision. A vision that sees ITSM move from IT to “enterprise” as ESM. IT and AI are at the forefront of a digital revolution. Let’s aim for this larger view, enabled by everything we’ve learned and continue to learn as service management professionals.

ITSM Trends for 2025

Posted by Sophie Danby
on January 15, 2025

This article shares the results of ITSM.tools ITSM Trends for 2025 content poll based on 176 responses. There are also insights into how ITSM trends have changed over time, some trend-related opinions, and links to existing trend-related ITSM.tools content that might still help.

The State of AI in ITSM 2025

Posted by Stephen Mann
on January 7, 2025

Last December, Atomicwork, PeopleCert, and ITSM.tools published a State of AI in IT 2025 report. This followed an early 2024 ITSM-focused report on AI adoption in North American IT organizations. This time, the IT element of the survey is global, thanks to the assistance of PeopleCert. This article shares some of the insights from the new data.

Machine Learning Ethics in ITSM

Posted by Tetiana Tsymbal
on November 26, 2024

AI is a game-changer in ITSM. But just because something is powerful doesn’t mean it’s without risk. We need machine learning ethics in ITSM. This article explains why.

GenAI IT Service Management Use Case Examples

Posted by Patti Blackstaffe
on November 6, 2024

GenAI is the latest ITSM and ESM trend to drive changes in service management. This article offers GenAI ITSM examples to get you thinking.

Cloud-based IT Service Desk Software Explained

Posted by Vishnu Selvaraju
on October 31, 2024

This article examines what a cloud-based IT service desk encompasses, the advantages it can offer your company, and how it’s superior to on-premises systems.

AI in ITSM Survey 2025 – Please Help The ITSM Industry

Posted by Stephen Mann
on October 22, 2024

We’re rerunning the AI in ITSM survey with the help of PeopleCert, collecting responses now so we can publish a fresh 2025 AI in ITSM report in January. Please take the time to help (and this article shares some key 2024 findings).

The Biggest Challenges to Generative AI Adoption Success

Posted by Patti Blackstaffe
on October 8, 2024

There’s a long list of challenges when using generative AI. However, that list can be summed up in five words, “Get your house in order!” This article lists the top five ways you can achieve this.

LLMs: 5 Uses of Large Language Models in ITSM Tools

Posted by Gilad Maayan
on September 11, 2024

LLMs can perform various tasks such as translation, summarization, data analysis, and question answering. Their ability to understand context and nuances in language makes them highly versatile. This adaptability has led to their adoption in multiple domains, including customer service, content creation, and more specialized fields like IT service management (ITSM).

How to Become a Great Service Desk Team

Posted by Emily Wright
on July 31, 2024

Whether your organization is just starting out or looking to elevate its current service desk operations, this article shares insights and points to practical tips on improvement. It’s a sneak peek at what’s included in the Sunrise Software “A Guide on How to Become the Best Service Desk” guide.

AI Adoption in ESM – Some Key Points

Posted by Stephen Mann
on July 25, 2024

In a recent webinar with SymphonyAI, I discussed artificial intelligence (AI) adoption in enterprise service management (ESM) scenarios. This article shares some of the points we discussed on AI adoption in ESM, starting with how ESM has evolved in recent years.

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