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Why AI for IT support How to implement AI in IT AI in ITSM processes

A practical guide to AI in ITSM

Strategize. Implement. Grow.
Find all the resources you need to accelerate the adoption of AI in IT service management.

The AI in IT adoption state

The penetration of AI in IT service management is inevitable. As per our ‘State of AI in IT 2025’ report, about 95% of IT leaders are either planning to or have already adopted AI across different maturity levels (level 0 denoting not using AI at all and level 5 indicating sophisticated AI usage).

We observed a bell-curve distribution with almost a third of IT teams using enterprise software with AI.

AI is no longer optional but has become a core part of ITSM. Whether you're looking to optimize costs, improve IT productivity, or scale operations more efficiently, we’ve curated resources that’ll help you see real value from AI.

What stage best describes your organization’s
current adoption of AI for IT?

My biggest advice for IT leaders is, don't sit on the sidelines. You don't need to be at the forefront of AI adoption but at least sit down and devise a strategy.

Chad Ghosn

Global CTO and CIO of Ammex Corp

How to bring AI into your ITSM processes?

Chapter 1: Introduction to AI service management

What is AI service management?

Top generative AI use cases

Chapter 2: Implementing AI in ITSM

A framework to implement AI in IT

Challenges to adopt in AI in IT

IT Governance in GenAI era

TRUST framework for responsible AI

Chapter 3: AI in ITSM processes

AI for incident management

AI for request management

AI in problem management

AI for workflow automation

AI agents for IT support

AI offers the opportunity to move from a reactive to a proactive IT model, using incident and problem management as diagnostic tools to analyze the operational performance of a company's collective tech stack and preemptively address issues before they disrupt business workflows.

Mark Settle

Ex-CIO of OKTA and BMC software

What does it mean to bring AI into your ITSM platform?

Agentic AI and Gen AI will change IT support as we know it. Leveraging AI in your ITSM platform has several benefits.

Ease knowledge search

Implement AI in your knowledge management practices with an AI assistant accelerates self-service and ticket deflection.

Intelligent service management

From clustering incidents to smarter asset management, AI helps you run a connected IT operations center.

Boost agent productivity

Deflecting queries from your IT team and help agents handle requests quickly with generative AI-powered agent assistance.

Build intuitive workflows

Automate repetitive processes across your enterprise service teams like IT, HR, or Finance with gen AI workflows.

Accelerate your AI in ITSM journey

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Frequently asked questions on AI in ITSM

Gain more clarity on how you can accelerate AI adoption in IT support.

More resources to navigate your AI in ITSM journey

Watch our engaging discussions with top IT leaders and see how you can modernize your IT services.

Read the latest resources on strategizing and implementing modern IT service management.

Tune into conversations with leading CIOs and IT leaders for the upcoming trends shaping ITSM.

See Atomicwork in action now.

Connect with our team of experts and find out how you can deliver modern IT service management