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Posted by Phil Alsop on 03 July 2024 at 1:03 pm
  • news

ManageEngine has published the results of its joint report with Service Desk Institute (SDI). A split is emerging in how IT professionals use GenAI in their day-to-day roles, with contrasting opinions regarding its benefits on productivity. According to The State of Artificial Intelligence in ITSM – 2024 and beyond, 71% of IT professionals say their organisation is still researching or piloting AI in IT support and ITSM operations.

Current AI Deployments Are Geared Towards End-User Experience and Enterprise Productivity

Virtual assistants for end-user support, assisted knowledge management and assisted self-service are the top three AI-powered technologies currently used in ITSM operations at respondents' organisations. Similarly, respondents believe incident management (79%), knowledge management (73%) and service request management (67%) to be the most impacted by AI. Notably, strategic use cases of AI in ITSM, such as intelligent data analytics for insight and decision-making, saw the lowest level of current adoption. This finding resonates with the fact that 62% of respondents said that integrating AI into their existing tool is challenging.

Cost Reduction Trumps Innovation in Driving AI Adoption

Kumaravel Ramakrishnan, the director of marketing for ITSM at ManageEngine, said, "The survey reveals two primary motivators of AI adoption in IT and differing levels of their impact on adoption: The first motivator for

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