The 54% Improvement Playbook: How Top Performers Integrate GenAI into ITSM

Don’t just read the report—see how top performers are actually doing it. In our 2025 State of ITSM Report, a select group of high-performing organizations achieved a 54.3% reduction in resolution time by strategically integrating GenAI. In this on-demand session, we break down their playbook and show you how to apply it inside your own service desk. Watch the replay to get a step-by-step walkthrough of how GenAI pairs with foundational ITSM practices—and how to weave these capabilities into your team’s daily workflows to drive meaningful, measurable improvements What you'll learn: • Deconstruct the Strategy: Explore the shared patterns used by the “Top 10 GenAI Adopters,” who achieved a 54.3% relative improvement by embedding AI throughout their workflows. • See the Playbook in Action: Watch demonstrations of how GenAI accelerates core ITSM tasks—like resolution decisions and incident summaries—by eliminating manual steps. • Build Your Blueprint: Learn how to combine GenAI with essential ITSM best practices, including automation and knowledge management, to create a more scalable, resilient service desk.