Implement an AI-Orchestrated Service Desk

The disruptive potential of AI in ITSM offers much more than simply automating the service desk for efficiency gains. The true power of AI lies in its ability to orchestrate an intelligent ecosystem, coexisting with human expertise, to transform user experience and build organizational resilience. Shift your service desk vision from AI-driven to AI-orchestrated with a step-by-step framework that will help you identify and implement AI use cases to transform your service desk.

AI鈥檚 unlimited potential is driving organizational demand for a more effective service desk to not only reduce tickets but also power seamless service delivery and predictive solutions. However, many obstacles stand in the way, from legacy systems and skills gaps to transparency concerns and the need for stakeholder buy-in. Overcome these barriers to help IT align AI initiatives with organizational priorities and governance best practices and enable a paradigm shift in your service desk.

1. Reduce incoming tickets to improve outgoing support.

Gear your AI goals toward ticket reduction rather than faster ticket handling. AI must be implemented on the foundation of a proactive IT ecosystem, where issues are predicted and resolved before they impact end users. Ticket reduction will create an opportunity for agents to work on higher-value tasks, providing more impactful results to the organization.

2. 91制片厂 AI synchronicity with the ITSM ecosystem.

Align AI capabilities with your service desk workflows and operational governance framework. Deploying AI as a standalone tool will increase complexities instead of streamlining processes, wasting your investment and its potential.

3. Stay focused on the big picture, even as it changes.

AI implementation is never a one-time project 鈥� it鈥檚 a continual task that needs to be updated and governed to ensure it provides intelligent assistance. Adapt and evolve your initiatives to continuously transform your service management and stay ahead of end user expectations.

Use our comprehensive blueprint to identify and implement effective AI-based use cases for your service desk

This research will help you to explore how to transform your service desk with AI. Use this step-by-step framework, featuring practical tools and templates, to:

Assess your objectives for adopting AI for the service desk.
Implement AI use cases that will help you to transform your service desk practice.
Continuously drive improvements with AI, extend its capabilities to other areas of IT support, and remain agile in a rapidly evolving IT landscape.

Implement an AI-Orchestrated Service Desk 91制片厂 & Tools

1. Implement an AI-Orchestrated Service Desk Storyboard 鈥� A comprehensive guide to making your service desk proactive and predictive using AI.

In this research, we will help you to:

Assess your goals for AI implementation, evaluate your readiness, and discover opportunities for AI use cases.
Define AI solution requirements, identify implementation risks, conduct solution planning, and design a proof-of-concept framework.
Continuously optimize your automation impacts with stakeholder adoption planning and quality data.

2. Service Desk AI Use Case Delivery Report Template 鈥� A boardroom-ready template to centrally store and communicate key information on your AI implementation plans.

Use this template to:

Document your service desk AI use case implementation strategy.
Record each step you take through use case selection, refinement, and implementation.
Gain understanding and buy-in from key stakeholders across your organization.

3. Service Desk AI Use Case Discovery Tool鈥� A detailed Excel-based tool to help you identify the right AI use cases to explore for your service desk.

This tool allows you to:

Assess service and operational impacts across five service desk capability dimensions.
Understand which service desk capabilities require the most attention at your organization.
Identify problem statements that align to your service desk pain points or high impact opportunity areas.
Select the right AI use cases to take through value and readiness rationalization.

4. Service Desk AI Use Case Prioritization Matrix鈥� A step-by-step evaluation matrix tool to help you track and analyze potential AI pilot use cases.

This robust tool helps you to:

Capture, track, and shortlist submitted ideas for potential pilot projects.
Assess the value and readiness of use cases in your shortlist with a customizable scoring scale.
Create a highly visual chart to communicate your priority initiatives to key stakeholders at a glance.

91制片厂 a strategic approach to drive automation and efficiency.

About Info-Tech

91制片厂 is the world鈥檚 fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Implement an AI-Orchestrated Service Desk Storyboard
Service Desk AI Use Case Delivery Report Template
Service Desk AI Use Case Discovery Tool
Service Desk AI Use Case Prioritization Matrix

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Get the help you need in this 3-phase advisory process. You'll receive 8 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Assess Goals and Current State

Call 1: Determine goals and uncover pain points.
Call 2: Define the top AI-driven problem statements and identify the top use cases.
Call 3: Prioritize use cases.