AI-assisted service management: transitioning from reactive to proactive service delivery

AI has dominated the conversation in the IT Service Management (ITSM) landscape over the past few years – and for good reason. Done right, AI-assisted solutions can help you handle routine tasks faster, ease the ticket load and catch critical issues before they snowball, so you can focus on delivering customer value. More organizations are now seeking to implement AI in ITSM to reduce the daily service desk chaos. Are you ready to make the move?

AI-assisted service management? Why you should get started, too

According to Eurostat, 13.5% of enterprises in the EU introduced AI technologies in 2024 – a whopping 5.5pp increase from 2023. And we can only expect this number to continue to climb in 2025 and beyond. Not least because customers’ expectations are rising just as strongly.

People don’t just want fast answers – they want options. Whether by calling IT, using a Self-Service Portal, or browsing a knowledge base, they want to be able to quickly find the solution for their issue and get back to work.

The problem? IT teams are already stretched thin handling daily requests, leaving little time for more complicated incidents that could actually prevent issues. That’s where AI comes in: it takes care of routine tasks by automatically routing tickets, suggesting solutions based on past fixes (ensuring your knowledge base is always evolving), and spotting patterns before they become major outages. Instead of spending the day fielding “how do I reset my password?” calls, your IT team can focus on preventing the network issues that really impact the business.

Modern TOPdesk’s service management platform, provide built-in automation features that help you take those first steps towards a future-proof IT service desk.

There are three ways AI-assisted solutions help your team work smarter and faster:

1. Incident prioritization: AI takes historical patterns and contextual data to assess ticket criticality and escalates the most urgent cases first, so that nothing important goes under the radar.
2. Ticket routing: Requests are automatically directed to the agent with the right skill set, availability, and track record for resolving similar issues: an automated way to guarantee the best possible support.
3. Knowledge base suggestions: As users describe their problem, AI recommends the most relevant articles from your knowledge base that help solve the issue. Easy does it.

What are the benefits of AI-assisted solutions in service management?

It’s one thing knowing what AI can do, but I understand: you want to see the gains. The good news? There are some real benefits of using AI in ITSM:

• Get things done faster: AI handles routine tasks, spots patterns, and suggests proven solutions. Instead of troubleshooting the same printer error issue for the third time, your team gets the fix immediately and can resolve the ticket in no time.
• Lower manual effort: By handling repetitive tasks and suggesting solutions, AI frees up your team to focus on higher-value work that deserves a human touch.
• Greater accuracy: Using historical data and past incidents, AI helps prevent common mistakes (such as sending laptop requests to the network team or routing password resets to facilities), reducing ticket handoffs between departments.
• Scalable operations: Handle more requests without growing your team - AI takes care of the routine tasks automatically.
• Around-the-clock support: Virtual agents, such as AI-assisted bots, can provide instant answers to common questions like password resets, even when your team is offline.
• Cost savings: Handle routine requests automatically, solve problems faster and spend time on work that actually moves the business forward instead of answering the same questions repeatedly.

The short of it? AI-assisted solutions aren’t just a nice-to-have but can be a real game changer. They help you save time and effort, scale your IT services and increase user satisfaction by supporting your customers quickly and well.

And they’re easier to get started with than you may think.

Work smarter with TOPdesk’s AI-assisted solutions

At TOPdesk, we have experienced the AI demand first-hand, and we’ve been developing a range AI-assisted solutions that help your services become faster and smarter. Let’s take a closer look at a couple of them:

Incident Management – AI that thinks like your experts

Save time on routine tasks, reduce human errors, and improve your SLAs with Smart Classification. This AI-assisted Incident Management solution helps you skip admin tasks and focus directly on problem solving by categorizing tickets, assessing impact and urgency, and suggesting solutions. What’s not to love?

How it works

• Automatic categorization: AI analyzes incoming tickets and assigns the most relevant category and subcategory.
• Priority determination: Impact and urgency are evaluated for each request, ensuring critical issues are addressed immediately.
• Recommended next steps: Agents receive clear guidelines so they can resolve issues with minimal effort.
• Effortless updates: Labels and suggestions are applied directly to the ticket, no manual data entry required.
• Keep your team in the loop: All AI-driven decisions, along with their reasoning, are recorded in the incident text, keeping operators fully informed.

Unlock the power of this solution today

Knowledge Management – from tickets to knowledge with one single click

Stop letting good solutions disappear when tickets close. Our AI-assisted Knowledge Management solution captures the fix you’ve just discovered and turns it into a helpful article – so your team won’t have to reinvent the wheel every time a similar ticket arrives at their desk. With a single click, you turn solved tickets into valuable knowledge and make it available in any language you need!

How it works

• On-demand knowledge item creation: You decide when a knowledge item is needed and can trigger the AI assistant to draft one, taking key points from a resolved incident.
• Smart summarization: AI identifies relevant updates and actions from the incident trail and converts them into a clear, reusable knowledge article.
• Use templates: Easily define the tone and structure of generated content by using a knowledge item template.
• Automatic translation: Once a draft article is created, the system translates the title, description, content, comments, and keywords into every language you have activated in TOPdesk.
• One-click publishing: Review the AI-generated content and publish the knowledge item, including its translations, in one single step.

Activate the full potential of this solution now

Want to learn more about these (or some of our other) AI solutions? You can find an overview on TOPdesk Marketplace. Contact your TOPdesk account manager or book a demo with one of our experts to get started.

Ready to start your AI journey?

By using AI in ITSM, your team can stop putting out fires and start preventing them. Users get faster help, your team gets space to breathe, and you spend less money handling repeated requests. And implementing AI in your service management platform doesn’t have to be complicated.

Simply start by identifying repetitive, time-consuming tasks, define what you want to achieve with AI, and explore the solution that fits best – whether it’s built-in automation features or smart AI-assisted solution.

Our advice? Start small but dream big. TOPdesk is here to help you choose the right approach, so you can achieve those big goals. Talk to one of our experts now and take the first step on your AI journey.

Book a personalized demo

Want to learn more about AI and Automation?

Explore TOPdesk AI-assisted solutions: Discover how our customers benefit from integrating AI into TOPdesk ITSM and see its impact on productivity, service quality, and customer satisfaction.

How ITSM automation transforms your IT service desk: Take a deep dive into ITSM automation with practical how-tos, real-world use cases, and best practices.

Chatbots for IT service desks: Get answers to some of your most pressing questions and find out how chatbots create value, what their key benefits are, and the best way to tackle any chatbot implementation challenges.

What is AI automation? Learn everything you need to know about the difference between AI and automation and how a combination of the two can create a powerful force for your IT service desk. We give you all the details.