In summary:
- AI-powered IT Service Management (ITSM) provides 24/7 support automates routine tasks and enables proactive maintenance reducing costs and improving user experience
- Offering personalised and human-centered support analysing user profiles and sentiment to deliver empathetic and efficient service
- AI in ITSM uses machine learning and data analytics to predict system failures automate tasks and support informed decision-making leading to better service continuity and reliability
Organisations are under growing pressure to deliver IT services that are not only reliable and scalable but also meet increasingly high user expectations. According to a customer support trends 2025 report by Cymphony, 75% of customers expect brands to offer 24/7 support. And nearly half of consumers cite the lack of 24/7 availability as a top frustration.
Even back in 2022 the global Zendesk Customer Experience Trends Report showed that 48% of
UK consumers say that their customer service expectations have increased over the past year, and 90% globally say they’re willing to spend more with companies who personalise their customer service experience.
That’s where AI-powered IT Service Management (ITSM) steps in – combining the structured, repeatable processes of traditional ITSM with the intelligence and speed of Artificial Intelligence (AI).
Agentic AI is reshaping business transformation from strategy to execution. As AI moves beyond automation into decision-making, orchestration and autonomous workflows, enterprises have a unique opportunity to redefine ITSM, capitalising on efficiency
and innovation.
What is ITSM and why does AI make a Difference?
ITSM provides a structured approach to designing, delivering, and continuously improving IT services. It aligns IT services with business and customer needs using best practices like ISO 20000 and ITIL 4, and delivers value through
well-defined roles, responsibilities and processes.
But as demands on IT grow, especially in industries like transport, retail or banking where 24/7 availability is essential, AI can help bridge the gap between traditional ITSM and the need for always-on, scalable, and intelligent service delivery.
AI in ITSM uses machine learning and data analytics to identify trends, automate tasks, and deliver intelligent support. Coupled with the exciting developments in agentic AI, organisations can shift from reactive service delivery
to proactive, scalable and user-centric operations.
As with any AI adoption, ethical considerations are vital. Transparency and trust must be at the heart of AI-powered services. Users should know when they’re interacting with an AI agent, and organisations must put guardrails in place to ensure
fairness, accuracy and accountability.
10 real benefits of AI-powered ITSM
Faster problem resolution
AI can analyse historical data to quickly identify the root cause of incidents and suggest resolutions — often before a human would spot the issue. This leads to immediate support with faster response times, reduced downtime and improved
service continuity for customers.
For example, if a recurring network issue begins affecting users overnight, an AI agent can automatically detect the pattern, isolate the cause based on previous incidents, and trigger a fix — all before staff even log on the next morning.
Improved user experience and 24/7 availability
Unlike human agents, agentic AI doesn’t take breaks. Agents are available around the clock, 365 days a year, so it’s ideal for organisations with global teams or operations that need to run outside standard working hours.
Personalised and human-centred user support
AI-powered virtual agents can understand individual user profiles, past issues, and preferences. They can even analyse the sentiment in a customer’s voice or text to assess user stress levels — helping de-escalate situations
and improve service experience.
For example, if someone sounds frustrated, the AI agent can detect stress in their tone, cross-reference their recent issues, and route them to a specialist with the right expertise, along with a summary of their previous interactions. This will not
only speed up the resolution, but helps the agent respond with empathy and context, improving the overall customer experience.
Increased productivity and time savings
Routine, repetitive tasks like onboarding new employees, setting up accounts or responding to common queries, can be handled by agentic AI. This frees up IT teams to focus on higher-value work and strategic projects.
Empowered employees
AI doesn’t replace humans — it supports them. Although consumers want to see the introduction of new technologies, 64% would never want to see entirely AI‑driven customer service according to ServiceNow research.
While AI handles the repetitive and more ‘boring’ tasks, IT staff are focusing on the higher-value more strategic support alongside training AI models. They can grow their careers through higher-value work, making them feel more empowered and
psychologically safe in their jobs
.
Improved decision making
With AI’s ability to process vast datasets and identify trends, IT teams can make more informed decisions and anticipate problems before they occur. For example, AI can track user behaviour across applications to help spot unusual activity,
helping IT teams prevent potential security breaches before they escalate.
Scalability
AI tools can easily scale up or down based on demand. Whether you're facing a seasonal surge in user requests or rapid growth, AI can identify this surge and handle increased volume without requiring a matching increase in staff.
Proactive and pre-emptive maintenance
AI can predict when systems are likely to fail based on usage data — for example, identifying a server or storage system that requires pre-emptive maintenance after a forecasted period of time, to prevent the risk of future failure.
This proactive approach reduces outages and improves reliability.
Dynamic and continuous improvement
AI learns over time. As algorithms evolve, ITSM processes become leaner, more efficient, and better aligned with business goals. The adaptability of agentic AI is key to supporting digital transformation.
Cost reduction
All of the benefits above contribute to cost reductions for organisations. By automating support, streamlining processes, and predicting surges or maintenance before they happen, AI-powered ITSM lowers operational costs while boosting service efficiency.
Ready to rethink IT Service Management?
As user expectations rise and the pace of digital change accelerates, traditional ITSM alone is no longer enough. AI-powered ITSM coupled with agentic AI offers a smarter, more scalable way to deliver reliable, round-the-clock support, while freeing
up your teams to focus on complex, high-value work.
At Sopra Steria, our Digital Platform Services team is already helping organisations take the next step in ITSM evolution, building solutions on platforms like ServiceNow and Salesforce. Whether you're scaling operations, modernising legacy systems,
or improving user satisfaction, we’re here to support you with cutting-edge AI solutions.