Automation & AI Articles

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.

Artificial Intelligence Use – It’s Now an ITSM Necessity

Posted by John Coggins
on July 4, 2024

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.

AI Adoption in ITSM – Some Key Points

Posted by Stephen Mann
on May 2, 2024

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.

IT Service Management (ITSM) Learnings From SITS 2024

Posted by Vawns Murphy
on April 30, 2024

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

4 Top ITSM Trends for 2024

Posted by George Andrikopoulos
on March 28, 2024

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.

Artificial Intelligence and Machine Learning

Posted by Gururaj A. Kulkarni
on February 14, 2024

This article shares six basics tips for the practical implementation of machine learning and artificial intelligence. Read it here.

ITSM Trends for 2024 – What Our Latest Industry Poll Says

Posted by Sophie Danby
on January 30, 2024

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.

What’s Wrong with the Advice that “ITSM is a Journey, Not a Destination”?

Posted by Stephen Mann
on January 10, 2024

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.

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