Automation & AI Articles

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 is the latest ITSM and ESM trend to drive changes in service management. This article offers GenAI ITSM examples to get you thinking.
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.
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).
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 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).
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.
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.
A recent survey conducted by OTRS Group revealed that nearly three times as many IT teams as last year want to introduce artificial intelligence to make ITSM processes more efficient.
In a recent webinar with SymphonyAI, I spoke about what our data is showing us regarding the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article shares some of the discussed points.
After a couple of days at the Service Desk and IT Support Show (SITS) in April, I came away with lots of IT service management (ITSM) learnings. Following on from my initial blog on the things I’ve taken away from SITS written for i3Works, here are some more shared ITSM learnings
What IT service management (ITSM) trends and developments will we see in 2024? And how will these impact the way you work? Many factors affect service management, but these are the ones TOPdesk anticipates will have the most impact.
This article shares six basics tips for the practical implementation of machine learning and artificial intelligence. Read it here.
This article shares the results of our 2024 content poll, insights into how ITSM trends have changed, trend-related opinions, and links to existing ITSM.tools content that might still be helpful.
If you’ve worked in ITSM roles long enough, you’ve probably been told, “ITSM is a journey, not a destination” at some point. But a journey is a series of destinations and for long journeys these break up the route and provide a sense of direction and accomplishment as they are reached. But what does this have to do with ITSM? This article explains.