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IT Service Management (ITSM) platforms are essential for businesses to manage their IT processes and assets, many of which are developed in-house.
Generative AI (GenAI), such as ChatGPT, Gemini, or Grok (now 3!), offers powerful tools to enhance efficiency and optimize service delivery. If you have a programming team ready to implement these solutions, here are five practical steps to integrate GenAI into your ITSM.
1. Automate repetitive tasks such as password resets and routine ticket routing
Many ITSM processes involve repetitive tasks such as password resets, software installations, or routine ticket routing. These tasks consume valuable time and resources that could be better spent on more complex issues. A model can be trained on past ticket data to identify common issues and their resolutions. When a new ticket is raised, the bot can automatically suggest or implement the solution without human intervention.
Automating tasks like password resets with AI can reduce service desk workload by up to 50%,, freeing IT staff for complex tasks. Moreover, AI-driven ticket classification can reduce resolution times.
Just start by analyzing your ITSM data to identify the most frequent repetitive tasks.
2. AI-Powered Chatbots and ticket support
Hidden in the bottom right corner, it’s standard for websites in 2025 to offer full first level support via AI, escalating to humans only some of the issues. If configured correctly, generative AI models will also analyze and learn from past tickets to suggest solutions.
AI chatbots can handle 70% of basic IT inquiries, improving response times by half and reducing human workload. Generative AI models analyzing past tickets can reduce resolution time as stated before, enhancing user satisfaction.
An example is Amtrack’s chatbot "Julie" saved $1 million in customer support costs, increased bookings by 25%, and boosted revenue per booking by 30%, showcasing significant efficiency (source).
Just start by choosing one of many out-of-the box chatbots which can be trained on your data.
3. Enhance Asset Management, Compliance and Predictive Analytics
Use AI agents to generate and manage workflows for asset provisioning, deprovisioning, and patching. They can quickly analyze usage patterns to identify "ghost assets" (unused assets still listed in the system) which is hard to do otherwise. Also, to predict potential failures.
Since they are well documented, compliance checks are much helped by GenAI. As a first check, they can ensure adherence to regulatory standards like GDPR or ISO certifications and parse security-related incident reports.
Moreover, coupled with their visualisation capabilities, GenAI tools are ideal to build predictive models and integrate them into your platform for real-time insights. This field is called predictive analytics and is best used to avoid service disruptions. A well-lknown platform such as SAP includes AI-driven predictive maintenance for most of their critical processes.
Just start by collecting your data and defined compliance processes and ask for recommendations from GenAI.
4. Strengthen Cybersecurity with AI
Cybersecurity is a top priority in ITSM, and while machine learning is already used in hundreds of threat detection solutions, GenAI offers additional capabilities to strengthen your defenses. AI-driven security solutions have been shown to improve threat detection accuracy by up to 90%, so maybe the biggest opportunity is in this area.
GenAI can simulate realistic cyberattack scenarios for training purposes, helping your team prepare for real threats. It can also generate tailored security policies based on best practices and detect anomalies by learning normal patterns.
Just start by identifying your key security concerns and attack surface. Then, depending on those, you can get an existing solution or try to implement your own. Check the ten cybersecurity startup to watch in 2025 here and you will find a solution to adopt or get inspired by. 
If you plan to take any of the steps above to implement yourself GenAI in your ITSM software, don’t forget to regularly update the models with new data and refine processes continuously.
Any small business could leverage Mr.Benny (currently in beta) to assess risk with use of the AI power and focus on the business growth. You can try it for free here!
