Generative AI has made significant strides in various sectors, including IT service management (ITSM). While its capabilities promise to enhance the efficiency of IT engineers, the actual impact on productivity and overall effectiveness might be more modest than anticipated.

ITSM encompasses all the processes that organizations use to deliver IT services, from ticketing and help desk operations to server management and application deployment. Traditionally, these tasks have been manual, but generative AI offers opportunities for automation and efficiency improvements. However, the extent of these improvements remains a topic of debate.

Improvements might result in a 10-30% increase in efficiency for specific tasks, but the comprehensive impact on the ITSM workflow could be limited. In ITSM, even a small error rate can have significant consequences, especially in mission-critical areas. Therefore, while AI can assist, it is unlikely to fully replace human judgment and accuracy in these contexts.

Why It Matters: Understanding the realistic impact of generative AI on ITSM is a big deal for businesses looking to invest in new technologies. While AI can streamline certain processes, it is essential to recognize its limitations to set appropriate expectations and ensure effective implementation. By having a clear perspective on what generative AI can and cannot do, businesses can better strategize their ITSM improvements and avoid over-reliance on technology that still requires human oversight.

• Enhanced Efficiency in Specific Tasks: Generative AI can automate and speed up specific ITSM processes such as ticket summarization, alert summarization, end-user communication generation, IT resource configuration, and documentation creation. These enhancements can reduce the time IT engineers spend on repetitive tasks.

• Targeted Use Cases: The best use cases for generative AI in ITSM are those that involve repetitive, low-risk tasks where automation can provide clear benefits without significant downsides if errors occur.

• Human-AI Collaboration: Effective implementation of generative AI in ITSM requires a balance between automation and human oversight, ensuring that AI augments human capabilities without compromising the quality of service delivery.

Go Deeper -> Generative AI’s Impact on ITSM: Is It a Game-Changer for IT Engineers? – ITProToday