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Download the Gartner® Report | Leverage the Robots for AI-Powered ITSM Service Desk Innovation

Report for Infrastructure and operations (I&O) leaders on how they can leverage Gen AI-powered solutions to transform their traditional IT service desks into proactive centers focused on incident prevention and automated fulfillment.

Gartner’s Integration

As digital environments grow more complex and business expectations soar, Infrastructure and Operations (I&O) leaders face a critical crossroads: how to modernize their IT service desks to deliver faster, smarter, and highly personalized support across multiple channels. The answer lies in harnessing the power of Generative AI (GenAI), automation, and AI-augmented workflows to revolutionize traditional service desk models.

This Gartner® report titled “Leverage the Robots for AI-Powered ITSM Service Desk Innovation” offers a strategic roadmap for evolving your service desk from reactive, manual incident management to proactive, AI-powered orchestration, empowering teams to prevent incidents before they happen and automate routine tasks with precision and speed. 

Why This Matters: 

  1. Meet Rising Expectations: With over half of I&O leaders already investing in GenAI, and many more planning to, the pressure to provide seamless, personalized experiences has never been higher.
  2. Adapt to Hybrid Complexity: The shift toward product-centric operating models and hybrid environments demands a new approach that goes beyond centralized incident handling. 
  3. Empower Your Workforce: By 2027, AI will be as integral to service desk analysts’ daily interactions as the business consumers they support. 

What You’ll Learn: 

  1. How to integrate GenAI and automation effectively to drive innovation in IT Service Management (ITSM). 
  2. Strategies to shift from manual triage to AI-augmented incident orchestration. 
  3. Best practices for aligning your service desk operations with modern digital realities and business goals. 
Download the report
Download Gartner® Report
The Future of the service desk

Benefits of Downloading this Report:

Download this research report to get detailed insights on how D&A leaders can make sure their data is AI-ready: 

1.

How to align data to specific AI use cases.

2.

How to identify data governance requirements for AI. How to build intelligence from good metadata management practice.

3.

How to support the creation of an optimal AI model through the provisioning and delivery of optimal testing and validation of input data.

DISCLAIMER: GARTNER® is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. | REPORT CITATION: Gartner, Accelerate Innovation With GenAI: From Idea to Impact, Gunjita Mundeja, Christian Stephan, Published 29 January 2025.

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