AI in ITSM – Importance, Examples and Study

IT service management: why the influence of AI is crucial 

IT forms the backbone of modern enterprises and has a decisive impact on their success. IT service management (ITSM) therefore plays a key role in the effective and targeted management of IT services.  

If efficiency and process optimization are at the top of the agenda here, the implementation of artificial intelligence can achieve precisely this: 

• Process automation 
• Increased efficiency 
• Facilitation through chatbots 
• consistent service around the clock 
• higher quality 
• more flexibility 
• efficient knowledge management  
• fewer errors 

Of course, the use of AI has both advantages and disadvantages. However, it is clear that companies can benefit enormously from the new technologies – especially in the area of ITSM. 

How exactly does AI in ITSM affect the achievement of objectives? 

Technologies and features must offer real added value for a company, which can be demonstrated in concrete terms using KPIs. Ideally, the use of AI should therefore lead to a significant increase in relevant KPIs. 

In ITSM, AI features and applications can achieve the following in particular: 

1. Shorter resolution times 
2. better response times 
3. Higher completion rates 
4. better availability of services 
5. a higher first contact resolution rate 

In addition, AI has the potential to relieve teams, make self-services more accessible and easier to access, avoid escalations and support compliance with service level agreements (SLAs).  

This means that ITSM can benefit from AI across the board, making it much easier for companies to achieve their goals. 

Examples of artificial intelligence in ITSM 

There are numerous ways to optimize ITSM processes specifically with AI. The typical use case is the automation of routine tasks, which saves plenty of time in companies – and benefits value creation and creative work.  

However, the benefits go beyond this, meaning that AI can also generate new added value and significantly optimize IT service management: Artificial intelligence and machine learning are capable of bringing about countable improvements.  

AI summaries of tickets 

AI can be used in ITSM, for example in a ticket system, to adequately summarize ticket content. An AI feature provides a significantly improved overview by summarizing tickets, especially large ones. Based on this, customer service, decisions and resolution times etc. can be significantly improved. Companies not only save time, but also offer their customers a better service and their employees a pleasant and efficient working environment. 

Chatbots and intelligent knowledge bases  

AI chatbots are already widely used in service management. Thanks to machine learning, they can respond to queries in a targeted and precise manner. They facilitate first-level support in particular, but do not have to be limited to this.  

In general, self-service is undergoing a kind of revolution thanks to AI, which is also reflected in intelligent and interactive knowledge bases. 

Study: AI hype in ITSM 

In this context, it is hardly surprising that there is currently a real AI hype in ITSM. IT teams attach great importance to the corresponding solutions and are investing heavily. However, despite plenty of benefits, there are also several challenges to consider, as our study “OTRS Spotlight: IT Service Management 2024” impressively demonstrates. 

Note: 600 IT managers and employees were surveyed internationally for the study, 100 in the US.  

ITSM teams are planning to introduce AI 

One key finding is that almost three times as many teams as in the previous year want to introduce AI to improve their ITSM processes. While 24 percent of the US IT teams surveyed in 2023 were still planning to do so, this figure rose to 67 percent in 2024.  

Almost all of them rate the importance of AI in ITSM as “rather important” (49 percent) or even “very important” (43 percent). What’s more, most of those who already use AI applications have been able to significantly improve plenty of their key performance indicators as a result. 

This shows that AI is not only a trending topic, but also a key success factor in the ITSM sector. Anyone who actively engages with the possibilities of artificial intelligence will gain clear advantages.  

However, there are also some limitations and difficulties to consider.  

Specialist knowledge and expertise count 

Although a full 88 percent already use AI tools and services in their IT department, only 41 percent of them have the necessary knowledge to use them effectively. Above all, there is a lack of know-how and skills to use the new technologies successfully. In line with this, the proportion of respondents who would like to train employees to improve ITSM has more than doubled from 2023 (25 percent) to 2024 (58 percent).  

In short, AI expertise is a highly sought-after asset in the ITSM sector, from which IT teams and entire companies can benefit enormously. The key question at the moment is therefore not so much whether AI is available, but whether teams can use it in a targeted and profitable way.  

What AI does in practice in ITSM 

Hardly anyone questions the fact that companies can benefit enormously from artificial intelligence. In fact, IT service management is one of the areas in which chatbots, virtual assistants and other AI applications can bring great added value.  

The majority of respondents in the OTRS study report that the use of AI tools and services has had a positive impact on them – they are more likely to achieve their goals as a result. This has the most positive effect on the first contact resolution rate: A whopping 72 percent see an improvement there since they started using AI. The response time (69 percent), the completion rate (67 percent) and the resolution time (65 percent) follow closely behind.  

This shows that AI in ITSM is not just hype, but that it also leads to numerous practical optimizations. Those who rely on the tools, services and features can gain clear advantages.  

How AI technologies improve individual ITSM areas 

Here we specifically address the ITSM areas of incident management and change management in order to provide examples of what AI can achieve.  

Optimized incident management 

Artificial intelligence has great potential in this area, as incident management can benefit enormously from automation, predictions, data analysis and standardized procedures. 

Here is an overview of the most important points:   

• Automation and increased efficiency: AI-supported IT systems can detect anomalies and incidents in real time and issue warning signals accordingly at an early stage. By analyzing data, they are also able to predict incidents, suggest preventive measures and respond automatically to incidents. Continuous improvements can be expected here thanks to machine learning.  
• Optimized decision-making: Through Big Data analytics, AI can identify patterns that are otherwise not apparent, based on which incidents can be better prioritized. AI can also make recommendations for optimal solutions. This ultimately leads to IT teams using their resources more efficiently. 
• More efficient communication: chatbots and virtual assistants can serve as the first point of contact for incidents. Automated reporting further strengthens communication. 
• Fewer errors: Standardized processes and automation reduce the attack surface for errors. In fact, AI can provide additional details in the event of complex problems – and thus lead to the right measures. 
• Cost savings: In principle, all of the points mentioned above help companies to save costs. Reduced downtimes are particularly noticeable here. 

Better change management 

Change management benefits sufficiently from AI applications. For example, decision-making, risk management and employee engagement can be improved. Artificial intelligence can therefore significantly support companies in initiating change management processes and successfully implementing changes.   

Here is an overview of the key points that AI can achieve in this area: 

1. Data analysis and predictions  
2. Targeted and personalized communication, e.g. through chatbots 
3. Automation and better workflow management  
4. Support and training for employees, such as through virtual coaches 
5. Optimized project management and better resource planning 
6. Feedback and monitoring  

Other ITSM areas 

Artificial intelligence can also have these and similar effects on other ITSM areas. Take problem management, for example, which AI can improve through steps such as automated ticket creation, root cause analysis (RCA) and optimized knowledge management – or factors already mentioned for incident and change management.  

In general, AI has the potential to achieve relevant optimizations in all areas of ITSM. This makes it a crucial tool for optimizing processes, operating efficiently and being competitive. 

Conclusion: AI – a success factor in ITSM  

IT service management (ITSM) is an area in which artificial intelligence (AI) can be particularly effective. Data-based, logical decisions, standardized procedures based on best practices and automation not only bring advantages, but also real increases in efficiency – and therefore tangible benefits for companies. 

It therefore makes sense to engage with AI – in the form of features, services or tools – particularly in ITSM. It turns out that it is not necessarily AI applications per se that are crucial, but rather the adept use of them. In other words, there is a huge demand for adequate AI skills. 

As a result, targeted applications in ITSM – such as AI chatbots, summaries (of tickets) or even AI-driven translations – are proving to be extremely helpful and profitable.  

Find out how OTRS can support you with AI features.  

Contact our experts