Mega-Trends You
Can't Ignore

Our 5th edition report empowers you to transformyour IT strategy and thrive in the dynamic AITSM
landscape with cutting-edge tactics.

D

B

B

E

D

E

C
C
D

E

The AI
Revolution
in ITSM:

C

2024

B

Table of

CONTENTS

About the Report
Executive Summary
The Power of AI in the Modern Workplace• AI for Employee Experience• Hyperautomation: A Key Driver for Efficiency• The Gen AI Impact
Security and Service Excellence
Aligning AI with ITIL Best Practices
Unified Platforms for Service Management
Expanding SysAid Beyond IT
IT's Impact on Business Performance
AI's True Power in ITSM
Our Vision2

About the Report
SysAid surveyed 1,200+ IT professionals as part of our fifth annual report.

Our survey consisted of respondents from all levels ofseniority, with 55% accounting for decision-makers.
To gain deeper insights, we consulted
Jeff Rumburg, co-founder and Managing Partnerof MetricNet. A leading benchmarking expert,
Rumburg boasts an impressive backgroundincluding a best-selling book, consulting for
major corporations, an MBA from Harvard, andengineering degrees from Stanford University.

47%

13%

17%

23%

North
America

Europe& the UK

Africa& AsiaOther

Manufacturing

Education

Healthcare

Government

Representing a diverse rangeof sectors, including:Financial

3

Curious About the

TOP IT TRENDS

in the Age of AI?

We surveyed over 1200 IT professionals to bring you the insights you need to stay ahead.
Here's what we found:•	
The Rise of AI Self-Service
IT teams are increasingly turning to AI toempower employees and streamline thedelivery of IT services.

•	
Demand for Advanced AI Features
Features like smart ticket categorization andself-service are in high demand, as they
boost efficiency and user satisfaction.

•	
Evolving Customer Expectations
Today's users expect faster, more personalized
experiences across different channels.

•	
One Platform for All
Customers are looking for a single, unified
solution rather than a patchwork of multiple
incompatible tools.

•	Resource Constraints and Innovation
Balancing high ticket volumes and limited
resources often forces IT teams to focus onquick resolutions and return to service,leaving little time for proactive initiatives.
4•	
Focus on Security and Privacy
Concerns about security vulnerabilities andpotential privacy breaches are growing, leading
to increased investments in these areas.

•	Economic Uncertainty and IT Investment
	Even with economic challenges, IT investment is increasing,highlighting the growing recognition of IT’s strategic value.
•	Shifting Focus: Beyond IT Departments	Organizations are moving beyond traditional IT-centric service
management. This shift allows other departments to collaborate
for a more comprehensive approach to service delivery.
•	Real-Time KPIs for Effective Strategy
	Analyzing KPIs shouldn’t be an afterthought. Real-time analysis
turns KPI measurement into a strategic advantage. They provide
instant insight into IT’s impact on business goals, enabling
continuous ROI monitoring, swift adjustments to stay aligned, anddata-driven decisions for optimized performance.

5

Self-Service is Your Secret Weapon for
an Incredible Employee Experience
81% of our customers enjoy a better employee experience thanks to AI tools.
This directly addresses a key goal for many organizations—almost 28% of them aim to
improve employee experience through increased self-service for issue resolution.
To what extent SysAid has improved
your day-to-day work?

6.3%
12.7%
Not much

Not at all

What Are Your Top 3 Service
Desk Goals for 2024?
30%

30.9%
A heck of a lot

20%

27.9%

21.5%
14.9%

10%

50.1%
Somewhat0%
Enhance employee
experiencethrough increased
AI self-service forissue resolution

Bettervisibility andanalysis into
performance,
improvement,
and outcomes

Improveproductivity
throughautomation

Empowering your workforce is crucial to achieving organizational
KPIs, and a staggering 71% of our customer’s goals hinge on boosting
employee experience. Equipping them with the right tools is key.
6

14.1%

Adopt ITIL or
increase usageof ITIL practices

Productivity Through AI and Automation
is a Top Goal for Our Customers
Hyper Automation goes beyond simple automation, combining AI, machinelearning, and RPA to streamline workflows and empower employees by
equipping them with the tools and insights to make better decisions.
What share of your IT organization’s goals
relates to employee experience?

9.7%
38.9%

30%

Zero, we do not have metrics
for employee experience

17.9%

Most of them

What would you do with aservice desk superpower?

Some, butnot enough

27.6%

20%
10%

17.2%

30.3%

16%
8.9%

0%

33.5%

Instantly
review andrewrite ticket
resolutions
in a userfriendly way

Gain in-depth
performance
metrics,
forecasts, andrecommendations

Resolvetickets before
they're evensubmitted

Automatically
categorize
tickets for faster
resolution

Other

Some of themThis with AI frees IT agents from repetitive tasks and allows them to focus on more proactive
work, such as shift left and ticket elimination using Problem Management. Increasing
productivity through automation was ranked as one of the top three priorities by respondents.

7

Boost Productivity by 23%
AI Chatbot for End Users
Delivering always-on, 24/7 service, this conversational self-service
experience uses Generative AI to help employees work throughissues by delivering answers based on what it has learned byabsorbing your knowledge base articles, internal data, and ticket
resolution history – as well as verified external data sources, links,
and documents. And if an employee still needs human help?

AI Intelligent Categorization

They can simply open aticket conversationally or injust one click from within
the chatbot – no filling-in
needed.

Copilot: Chatbot for Agents

AI Chatbot for Agents: AI Case Summarization
The AI Chatbot for Agents instantly delivers tailored AI responses, addressing
agents’ specific needs and inquiries. Agents can effortlessly resolve issues without
ever leaving the agent portal. The AI Chatbot for Agents can provide suggested
solutions contextually from within any ticket that they are working on.

8Moreover, it can also trigger actions and give practical advice. It suggests
solutions, helps compose messages, and uses Task Advisor to help agentsdecide what to work on next. This makes agents more productive andensures that important issues get handled quickly.
19

Even with Economic Uncertainty,
IT Investment Keeps Climbing.
The recent market volatility might have you wondering – shouldn't companies betightening their belts? Interestingly, there's been a significant increase in IT investment.
Nearly 60% of our respondents identified IT as a top strategic priority and, over a quarter(26.3%) of IT leaders surveyed reported it was an even greater focus this year.
Do you think IT is prioritized in terms of budgets, salaries, andrecognition of effort due to the challenging economic climate?

12.4%

26.3%

IT becomes less of a priority
for my organization

Definitely, there is asignificant improvement

28.5%
Things don’t change
for IT in the light of theeconomic climate

32.8%
IT has always been prioritized
in my organization

This increased focus on IT makes perfect sense when you consider the value proposition ofstrong IT departments. They are drivers of innovation and efficiency, empowering data-driven
decisions that create a sustainable competitive advantage in today's dynamic market.

9Centralized Platforms Are the Future,
Bringing Everything Together for
Smoother Service Management
67% of respondents see a move to a centralized, unified platform as a strategic
imperative. This isn't just about convenience – it's all about optimizing visibility andstreamlining service delivery. This means having historical tickets, configuration data,
and user information readily accessible on one platform. That's the power of a unified
approach – it allows service teams to deliver results faster and more efficiently.
Do you believe that moving to aunified platform is a necessity?

SysAid is yourone-stop shop for
IT service management.

31.2%
No

68.8%
Yes

10

It provides full visibility intoticket management, asset
tracking, reporting, andanalytics. With AI-poweredchatbots for your agents andend-users, you have everythingat your fingertips for smoothrunning service delivery.

Organizations Are Moving Beyond theTraditional IT-Centric Model and Embracing
Enterprise Service Management (ESM)
There's been a surge in recognizing the value of ITSM beyond IT. In 2023,
only 30.9% planned for wider deployment, whereas this year over 37% oforganizations aim to extend ITSM capabilities across departments.
Are you planning on deploying SysAid to otherdepartments in your organization?

30.3%
Not sure

37.6%
Yes

32.1%
No

HR, Facilities, and Finance remain the top adopters ofself-service automation through ITSM platforms.

11Effective IT Strategy Hinges on Real-Time
KPI Analysis, Not Last-Minute Scrambling
Analyzing KPIs should not be an afterthought in any IT strategy. Measuring the impact of yourIT department on the business is crucial. It demonstrates the ROI of IT initiatives, identifies areas
for improvement, aligns IT with broader company goals, and enables data-driven decisions thatenhance overall performance. Here's the breakdown: around 70% of respondents are alreadylinking their IT department's goals (KPIs) to business objectives. Another 11% have at least some
services connected to business operations, and about 22.5% are not measuring them yet.
Do you measure the impact of your IT department
on business performance and success?*

22.5%

24.4%

We don’t measure the correlation
between IT department andbusiness outcomes

All of our services are
already mapped tobusiness outcomes

10.9%
We only know of a few
services that are linked tobusiness operations

21.7%
20.5%
12

We can do better but most of ourservices are mapped to business outcomes

We’re currently working to
map our services to businessperformance and outcomesSecurity First,
Exceptional Service Follows
Concerns about security vulnerabilities and potential privacy breaches
are growing, leading to increased investments in these areas.

Do you believe it is necessary to prioritize
cybersecurity investments in your organization?

14.3%

38.6%

Even though cyber threats are
evolving, we are prioritizing continuous
cybersecurity optimization and are notgoing to increase investments.

Cybersecurity has always beena priority in my organization,
and we don’t plan to increase
investments.

What holds you back from leveraging
gen AI in your organization?

34.2%

27.5%

47%
Yes, cyber threats are
evolving, and we aregoing to increase thebudget for cybersecurity
in the upcoming year.

Securityand privacy
considerations

Lack of resources
for successful
adoption13

Implementing ITIL Best Practices
are High on the Agenda for 2024
This year, the third most popular goal (11.3%) for our customers is implementing ITIL
best practices. As a certified ITIL 4 Accredited Tool Vendor by PeopleCert,
we understand the power of ITIL to transform IT operations.
The data provided by PeopleCert speaks for itself:
A vast majority agree ITIL brings
value to their organization82%

Already utilize ITIL practices
within their workflows.

78%

A strong majority consider ITIL a crucial
factor when choosing an ITSM tool

86%
0%

20%

40%

60%

80%

100%

"While ITIL has been around for over 40 years, AI is now unlocking its full potential. Many tasks previously
handled manually are being automated by AI, freeing IT professionals to focus on strategic areas like
Change, Problem, and Request Management – the cornerstones of ITIL best practices."
Jeff Rumburg, Co-founder and Managing Partner of MetricNet

14

Don't Just Measure the Traditional Way:See the True Power of Generative AI in ITSM
Traditional metrics are valuable, but they only tell part of the story when it comes to AI's impact on ITSM.
To truly understand the difference, focus on how AI accelerates problem-solving. Additionally, tracking
user satisfaction through surveys provides valuable insights into how well integrating Generative AI into
your service and support processes meets your end users'. By combining these metrics, you'll gain aclear picture of the tangible benefits Generative AI brings to your ITSM framework. SysAid Copilot can
simplify this process: concise summaries of key performance indicators (KPIs) delivered straight toyour inbox, with AI-generated insights to save you time on manual analysis.
SYSAID CASE

STUDY

From Chasing
Tickets to
Surpassing Cu
stomers'
Expectations:
The SysAid Cop
ilot Advantagein Elevating Cu
stomer Care

SysAid Puts Generative AI to the Test: A Case StudyRESULTS:

12%
Tickets that are
now AI- contained

IMAGE?

1 monthfor AI benefits tocome into effec
t

2
ID
SYSA

50%

Y: CU
STUD

AI C

Faster response

CASE

on:

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BACKGROUND

ER
STOM

CARE

Our Customer Careteam plays a crucia
l role indelivering technical support to morethan 5,000
customers and
10 million users, handling 1,200
tickets monthly.
The team opera
tes on athree-tiered suppo
rt system(Tier 1, Tier 2, Tier
3).
Tier 1 handles basic
issues, Tier 2 addre
sses
more complex proble
ms, and Tier 3 tackle
most intricate techns theical challenges.
We
identified that roughly 70% of suppo
rt requests
are solved by Tier
1.These tickets
typically
involve basic, repet
itive tasks suchas ‘how-to’questions or simpl
e troubleshooting
issues.
This high volume of Tier 1 inquir
ies can create
bottlenecks andextended wait times
forcustomers requiring more complex
assistance.
Recognizing thischallenge, we saw
anopportunity to levera
ge AI to automate
responses and resolu
tions for these commTier 1 issues, freeinong up our support
agents to
focus on more intrica
te customer needs.

To showcase the power of Generative AI in action, our Customer Care
Team implemented SysAid Copilot’s, AI Chatbot, andEmailbot functionalities for our customers.
View the Case Study
12% of tickets are
now AI-contained:
This translates to faster
resolution and a reduced
workload for our support team.

Benefits injust 1 month:
Generative AI's
impact is immediate
and measurable.

50% Faster
Response Times:
Customers receive
quicker assistance,
improving satisfaction.

15

The SysAid team vision is to lead organizations on a transformative
journey towards AI-driven organizational processes and services,
infusing intelligence and ease in the workday.
SysAid orchestrates service management across the organization using
generative AI that taps into specialized data accumulated from thousandsof customers and millions of users. With zero setup required, SysAid
conversation AI manages employees’ requests, assists with queries, andaccelerates the resolution of issues.
IT Pros and Service Management leaders become pioneers, enablingproductivity to thrive. Now employees can do what they’re meant
to do, and organizations are free to fulfill their purpose.

July 2024
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All Rights Reserved.