COLUMBUS, Ohio--()--IT leaders are rapidly adopting automation and AI to fuel IT Service Management (ITSM) modernization initiatives. As demands for IT resources continue to rise, IT leaders are challenged to increase operational efficiency while delivering superior user experiences. TeamDynamix ITSM/ESM customers are rapidly embracing Conversational AI and AI ITSM as CIOs seek increased throughput and have higher expectations for performance.

“ITSM modernization isn’t just about improving IT—it’s about enabling agility across the entire enterprise,” explains TeamDynamix Chief Product Officer Andrew Graf. “At the heart of agility lies no-code automation paired together with AI. This combination is revolutionizing the IT service desk by eliminating manual bottlenecks, empowering teams to work faster, delivering better insights and enabling seamless alignment with broader business goals.”

“The unique ability of the platform to leverage AI with the underlying integration hub and automation layer is fueling rapid adoption,” adds Graf. “We are seeing the most interesting, unique use cases emerge – there’s the obvious use for information retrieval or efficient content generation, but we can take you further when you pair conversational AI with automation.”

Key use cases for ITSM automation with AI include on/offboarding, equipment replacement, PTO balance inquiries, requisition requests and more.

ITSM Modernization Trends to Watch in 2025

To further explore these emerging trends, TeamDynamix sponsored an IDC White Paper, Bridging the Maturity Gap to Modernize IT Service Management*, that looked at the top challenges and priorities facing IT leaders today.

Key Findings:

  • Automation Reduces Time Spent on Routine Tasks - The study reveals that 63% of IT leaders spend between 1–4 hours weekly on manual tasks like equipment replacement, system audits/compliance checks, onboarding and software provisioning, with 20% reporting 4+ hours per week. Automating these processes could optimize the service desk to unlock significant productivity gains and free IT teams to focus on innovation.
  • Enterprise-Wide Integration Is Falling Short - While 80% of organizations have some basic ITSM integrations, fewer than 35% report their systems as fully operational across the ecosystem – hindering true digital transformation. Equally limiting is the deployment of Enterprise Service Management (ESM). Only 35% of respondents have extended ITSM workflows for ESM to departments beyond IT including HR, finance and facilities, highlighting a critical need for tools that enable true ESM.
  • AI Is Transforming Service Management - Nearly 63% of organizations are exploring AI-enabled automation to streamline ticket management, with 32% fully implementing AI for case resolution and 39% utilizing AI for knowledge-based content creation. AI drives efficiencies across service management by enabling faster resolutions, automating ticket handling, improving employee self-service, enabling advanced chat interactions and expediting access to information.

"Organizations often approach me with questions about how to modernize their service management to adjust for digital transformation and other new ways of working," explains Snow Tempest, Research Manager for IDC. "Organizations can drive efficiency and insights by applying automation, integration and artificial intelligence, positioning them for a competitive advantage."

Source*: doc #US52829624, January 2025

About TeamDynamix

We put the power of a synchronized enterprise in your hands. Because when everything and everyone works together seamlessly, you can aim higher and get there faster. Visit www.teamdynamix.com to learn more.