Artificial Intelligence (AI) technology has hit the mainstream, as 93% of businesses are currently exploring or deploying some level of AI in ITSM, according to a new survey by IDC and Freshworks.
"The data proves what Freshworks has been seeing with our customers for years — they expect AI to be deeply integrated within the ITSM tools instead of it being an add-on that requires additional effort to delight their employees," said Prakash Ramamurthy, Chief Product Officer at Freshworks. "As evident from the survey, users of AI want greater automation, reduced complexity, and a simplified approach with modern IT tools that delight businesses of all sizes. AI is no longer a futuristic concept, it's a must-have."
AI is seen as an ITSM/ITOM game changer. AI technologies are rapidly emerging as a way to delight customers and employees and not just a chat tool.
Most IT Managers Are Exploring AI
Virtually all IT managers (93%) are currently exploring or deploying some level of AI technology for ITSM/ITOM modernization; 61% deployed at some level and 32% exploring possibilities.
Majority of IT Managers Say AI is Important
Nearly 70% of IT managers say AI is either critical or very important for upgrading and modernizing their service desk capabilities.
ITSM chatbots are in the lead
Among six representative AI use cases, ITSM chatbots are the clear leader in planned or actual AI deployments.
On the flip side, a significant percentage of the respondents indicated that they have no plans to deploy these AI-powered capabilities.
AI Users Want Speed and Integration
Despite the expected and achieved benefits, survey respondents cited what they wanted to gain from implementing AI. The following four topped the list:
■ Speed of implementation (40%)
■ Integration with legacy systems (40%)
■ The overall cost of implementation (38%)
■ Training the AI bots solution to return the most accurate response (39%)
AI Users Want Fast and Easy Deployment
A large majority of the survey respondents indicated that any AI solutions for ITSM/ITOM should be intuitive, scalable, collaborative, and easy to deploy.
For example, 82% mostly or completely agreed with the statement: "We need a fast, pre-trained, easy-to-deploy AI solution to meet our needs."
Also, 85% mostly or completely agreed that "the more intuitive an AI application, the more likely it will be accepted and deployed."
The survey also explored a key metric associated with today's demanding IT environment: the number of IT service inquiries received by the IT support desk each day. That number ranged from an average of 44 inquiries per day for small companies to 725 per day for large organizations.
The Latest
Monitoring your cloud infrastructure on Microsoft Azure is crucial for maintaining its optimal functioning ... In this blog, we will discuss the key aspects you need to consider when selecting the right Azure monitoring software for your business ...
All eyes are on the value AI can provide to enterprises. Whether it's simplifying the lives of developers, more accurately forecasting business decisions, or empowering teams to do more with less, AI has already become deeply integrated into businesses. However, it's still early to evaluate its impact using traditional methods. Here's how engineering and IT leaders can make educated decisions despite the ambiguity ...
2024 is the year of AI adoption on the mainframe, according to the State of Mainframe Modernization Survey from Kyndryl ...
When employees encounter tech friction or feel frustrated with the tools they are asked to use, they will find a workaround. In fact, one in two office workers admit to using personal devices to log into work networks, with 32% of them revealing their employers are unaware of this practice, according to Securing the Digital Employee Experience ...
In today's high-stakes race to deliver innovative products without disruptions, the importance of feature management and experimentation has never been more clear. But what strategies are driving success, and which tools are truly moving the needle? ...
The demand for real-time AI capabilities is pushing data scientists to develop and manage infrastructure that can handle massive volumes of data in motion. This includes streaming data pipelines, edge computing, scalable cloud architecture, and data quality and governance. These new responsibilities require data scientists to expand their skill sets significantly ...
As the digital landscape constantly evolves, it's critical for businesses to stay ahead, especially when it comes to operating systems updates. A recent ControlUp study revealed that 82% of enterprise Windows endpoint devices have yet to migrate to Windows 11. With Microsoft's cutoff date on October 14, 2025, for Windows 10 support fast approaching, the urgency cannot be overstated ...
In Part 1 of this two-part series, I defined multi-CDN and explored how and why this approach is used by streaming services, e-commerce platforms, gaming companies and global enterprises for fast and reliable content delivery ... Now, in Part 2 of the series, I'll explore one of the biggest challenges of multi-CDN: observability.
CDNs consist of geographically distributed data centers with servers that cache and serve content close to end users to reduce latency and improve load times. Each data center is strategically placed so that digital signals can rapidly travel from one "point of presence" to the next, getting the digital signal to the viewer as fast as possible ... Multi-CDN refers to the strategy of utilizing multiple CDNs to deliver digital content across the internet ...
