How to Transform IT Service Management with Generative AI

It’s no secret that AI and automation can help IT teams reduce workloads and accelerate service delivery — in fact, Ivanti research shows that 92% of IT workers find automation necessary to be efficient at their job. However, when it comes to the use of generative AI, IT professionals are not convinced: 56% believe that it will benefit employers more than employees. Some of this scepticism comes from lack of clarity around gen AI plans and applications in the organization. So, what are the opportunities for IT teams to leverage gen AI in their day-to-day and how can we expect this space to develop? During this discussion panel our speakers unpack different use cases for gen AI in service management that are already available today and that are likely to emerge in the future. They outline the benefits to IT’s daily workloads and their professional development. You’ll learn: - What does IT talent really think of gen AI use in the workplace? - How can gen AI decrease the service desk’s mean time to resolution? - How can applying gen AI as a co-pilot to self-service enable IT to shift left? - As gen AI evolves what use cases within service management are likely to emerge in the future? - What can we do to minimize AI anxiety among your IT talent? Speakers: Susan Fung (Principal Product Manager – AI, ML & Analytics, Ivanti), Louis Columbus (Principal, IQMS) Additional resources: - Getting Employees on Board for the AI Revolution: Part of Ivanti’s Digital Employee Experience Research Series - How Generative AI Can Benefit Knowledge Management - Ivanti Neurons for ITSM