AI in IT service management: Where to start and what fits your organisation

Imagine a smart chatbot that handles routine tasks like password resets or ticket status updates—instantly. Or virtual assistants embedded in your everyday apps, offering support without sending users to a separate portal. Or even a knowledge base that continuously improves itself by analysing helpdesk tickets. 

These are just a few examples of how AI can transform ITSM—reducing pressure on your service desk while improving user experience. Sounds great, right? 

But as tempting as it may be, trying to implement everything at once isn’t the smartest move.

Start with your needs 

Before investing in AI, it’s essential to define your needs. Ask yourself: what kind of support do we want to provide? Are you focusing on internal service desk queries or external customer support? Is the goal to reduce costs, boost efficiency, or enhance customer satisfaction? 

 Also consider the scale at which you want to deploy AI. Do you need 24/7 support for hundreds of users, or is it intended for a smaller group of employees? The greater the potential value, the more it makes sense to invest in advanced AI solutions. By clearly mapping your needs, you can make smart, tailored choices that fit your organisation. 

Work smart with what you have 

Beyond what you want to achieve, your existing IT-landscape plays a key role in how you can implement AI. Few organisations have a completely modern, streamlined setup—most work with legacy systems or hybrid environments. 

The good news? Legacy systems don’t have to be a barrier. Many AI solutions can integrate seamlessly with your existing infrastructure. This means you can offer self-service through familiar channels like Microsoft Teams, WhatsApp, or even the phone—lowering the threshold for adoption. 

By leveraging what you already have, you keep costs down and can deliver value quickly. This approach is particularly relevant for organisations with limited IT resources—such as schools, hospitals, or non-profits—but also for large organisations looking to align with their customers’ preferred communication channels.

Start small and involve your employees 

AI has the potential to significantly improve self-service within IT service management. But one of the most common mistakes? Starting too big—or jumping in without proper preparation. 

An overly ambitious or poorly planned transformation often results in long implementation timelines, high costs, and low adoption among employees. In other words: the opposite of what you want—and what your organisation actually needs to move forward. 

The smarter approach? Start small. Focus on one clear use case that delivers immediate value. For example, an AI chatbot that handles frequently asked questions or a pre-built Copilot solution to assist employees in their daily tasks. Once this is running smoothly, you can scale up to more complex scenarios. 

Remember: the success of AI in ITSM isn’t just about the technology—it’s about the people who use it. AI is there to support employees, not replace them. That’s why it’s essential to involve them from the very beginning. Let them experiment, provide feedback, and see the benefits for themselves. This not only builds trust and buy-in, but also helps them understand how AI can truly enhance their work.

Take the First Step Toward AI in ITSM 

Curious about how AI can enhance your IT service management? Get in touch with us for a no-obligation consultation. We’ll help you take the right steps—tailored to your organisation's unique needs and situation. After all, every organisation is different. The challenge lies in making the right choices. 

 Want to learn more first? Download our whitepaper: “The Role of AI in IT Service Management – and What You Need to Get Started.”