Artificial Intelligence (AI) in ITSM

Artificial Intelligence (AI) in ITSM refers to the use of learning, automated capabilities that extend classic IT service management tools. AI is used above all where large volumes of data or requests must be processed efficiently: algorithms categorize incoming tickets, suggest priorities or recommend solution articles based on patterns from earlier cases, and route tickets to the likely responsible team.

Another field is AI-supported responses: natural language generation answers simple requests or summarizes longer solutions. In the Self-Service Portal, AI chatbots use natural language processing to understand requests and improve their answers. AI is also applied in predictive analytics – e.g. to predict system failures – or in sentiment analysis of user feedback.

What matters is that AI features deliver time savings or service improvements – not for the sake of the trend, but where AI relieves repetitive tasks or enables better decisions. Overall, AI in ITSM can lead to faster resolutions, lower error rates and higher service quality – but it requires trust in the technology and adapted processes within ITSM. This becomes particularly relevant with Agentic AI and Automation, when AI not only assists but prepares or executes operational steps. Suitable ITSM software helps to manage such processes centrally and document them traceably.

See also: Chatbot.