Spoiler alert: AI isn't coming for your job.
But if you're still manually resetting passwords in 2025, then maybe it should! 😀
The AI Hype Train: Get Aboard or Get Left Behind? 🚂💨
Remember when we all laughed at Clippy, our very own old-school “AI assistant”? I know that while it’s a difficult trace for the Gen Z, the Clippy is nostalgia for the Millenials!
Fast forward to today, and AI is rewriting the entire ITSM playbook. Multiple IaaS platforms, built on the powerhouse of IT workflows, are stacking its AI game like they are trying to win Jenga!
But the real question is if IT teams are actually ready for this future, or are they just about to get steamrolled by it?
Meet Michael!
Michael is an IT manager who has seen it all. The late-night outages, thousands of password reset tickets, and that one time the entire network crashed because someone “accidentally” unplugged a server. And now, Michael is skeptical about AI. Is this just another overhyped tech fad, or is it actually useful? Michael is about to find out.
Artificial Intelligence and the ITSM : The Good😁, The Bad🙃, and the Ugly😈!
Scenario 1
Meet Alex, a helpdesk agent drowning in mundane tickets:
🧑🏻💻"My VPN is not working"
🧑🏻💻"My laptop is too slow"
🧑🏻💻"I forgot my password.Please help"
Alex’s fingers become numb from typing the same responses all day.(We are all the same, bro!!!!)
Enter AI-powered assistance. Thanks to the intelligent automation workflows and generative models, Alex barely lifts a finger because the this AI-powered assistance suggests the perfect response, categorizes tickets, and even triggers fixes automatically.
The result?
✅ End-users get instant help instead of waiting in queues and the wait times associated with it.
✅ IT teams actually have time to do their jobs.
✅ Alex no longer dreams about strangling printers in frustration.
Then there's also the Predictive Intelligence, which helps to scan past incidents, finds patterns, and fix problems before they even happen. This capability can help the team move from firefighting to fire prevention.
Now we have Jordan who is a senior IT engineer and the usage of Predictive Intelligence also means -
✅ Fewer surprise outages.
✅ Less time diagnosing recurring issues.
✅ More time doing the cool, strategic stuff.
🚨 BUT!!!!!
AI only works if it has good data. If your ITSM is nothing but a mess of misclassified tickets and vague descriptions (for instance, everything being added under the "General Issue" category), AI will make bad decisions.
Consider it as garbage in, garbage out!
Scenario 2
Meet Miley who is a night-shift IT support agent. Miley has two options:
😑Deal with every single ticket manually.
😆Let Virtual Agents handle the basics while she focuses on actual problems.
Virtual Agent is like an IT concierge which never sleeps.
It can handle basic questions such as Password resets , Access requests or Why is my Wi-Fi slow? questions
It’s basically a trained chatbot to resolve these without human intervention.
🤔 But is it perfect? Well, Not yet!
Virtual Agent sometimes hallucinates-misunderstanding a request and responding with something absurd.
Lesson learned? AI isn’t set-and-forget. It needs fine-tuning. Otherwise, you’ll have digital agents ghosting users instead of helping them.
Scenario 3
Meet Dwight, who is an IT operations manager at a Fortune 500 company. Dwight’s team is buried under:
⚠️Incident escalations
⚠️Root cause analysis
⚠️Performance monitoring
Dwight needs a new overlord to help him through. Lucky he, the autonomous AI Agents aren’t coming, they are here already!
Multiple CRM, SaaS,IaaS platforms have introduced their autonomous agents.These agents have been trained to independently,
✅ Identify critical issues and initiate workflows
✅ Escalate issues when necessary
These are autonomous agents, meaning they do not need much manual oversight. BUT🚩🚩🚩 if not configured properly, these AI agents can go rogue, shutting down services they think are broken when they’re actually fine.
Dwight’s rule of thumb? Trust, but verify.
So, What’s the Verdict? Are IT Teams Actually Ready for This?
Let's be brutally honest. AI is not a magic fix. It’s powerful, but IT teams need to:
📂Feed it reliable data.
📂Learn to train AI models properly.
📂Thoroughly test the outputs provided by these capabilities
AI is changing the landscape of IT Service Management whether we like it or not. Tools like generative assistants, virtual agents, predictive intelligence, and autonomous operations are more than just hype-they are here and these AI driven capabilities are helping IT teams work faster, smarter, and less frustrated(hopefully).
But are IT teams ready?Some will embrace the change, using it to eliminate drudgery and focus on long term strategies. Others will ignore it until they realize they’re the only ones left behind.
Some teams will lean into this change, using AI to eliminate the drudgery and focus on high-value initiatives. Others will fall behind, buried under the same old tickets.
Your Turn: AI in ITSM-Game-Changer or Just an Overhyped BS?
Is AI in ITSM an actual game-changer, or is it just overhyped?
Drop your thoughts 🔥
And remember: AI is not going to take your job. But someone who knows how to use these capabilities might!!!
