AI isn’t just about efficiency – it’s rapidly becoming the cornerstone of resilient IT operations. Ivanti’s latest Digital Experience Report Series explores how AI is transforming IT Service Management (ITSM), helping organisations not only work smarter but also recover faster from disruptions.
Why AI matters in ITSM
IT teams face growing challenges:
- Operational bottlenecks: repetitive tasks slowing down service delivery.
- Rising service expectations: users expect fast, intuitive, always-on support.
- Tech complexity: legacy systems and fragmented infrastructure limit innovation.
- Cybersecurity challenges: protecting services while maintaining performance.
AI addresses these challenges by automating routine tasks, predicting potential issues, and enabling proactive capacity planning. In fact, 85% of IT professionals believe AI can reduce ticket volume by identifying problems before they impact users.
Beyond efficiency: building resilience
AI-powered ITSM doesn’t just save time; it strengthens resilience:
- Proactive problem detection reduces downtime.
- Resource optimisation allows IT to scale infrastructure before bottlenecks occur.
- Predictive maintenance and root-cause analysis enhance reliability, even in complex IT environments.
AI adoption and the skills gap
While IT pros are eager to embrace AI, organisations aren’t always keeping pace with training. 60% of companies haven’t provided guidance on using AI tools effectively, creating a gap between adoption and capability. Targeted upskilling and thoughtful implementation are essential to ensure AI delivers real value.
Looking ahead: agentic AI and holistic IT automation
The next wave of ITSM innovation involves AI agents collaborating on complex workflows, from cybersecurity responses to end-to-end lifecycle management. These systems will not only fix issues but also optimise IT resources for sustainability and efficiency, putting employees at the center of smarter, more strategic work.
Action steps for IT leaders
- Define AI workflows aligned with business goals.
- Invest in upskilling for your IT teams.
- Monitor outcomes and continuously refine AI initiatives.
AI in ITSM is no longer optional – it’s essential for efficiency, resilience, and employee satisfaction.
Read the full report: Ai: The Future Of ITSM Automation
