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IT service management has changed a lot over the past couple of years. Companies used to rely on traditional ticketing services, which were handled mostly manually. However, this is no longer the case for more modern IT teams. They need faster issue resolution and more efficient service management. This is where AI-powered ITSM solutions can be a huge help.
By using AI, these ITSM platforms can help automate manual routine tasks, route tickets to the right departments, identify recurring issues, and even help teams respond faster. In a world with complicated systems, this can completely change the workflows and have a huge impact on the overall productivity of the organization.
In this article, we will be reviewing some of the best AI-powered ITSM solutions that can help your organization streamline its internal processes, starting with Xurrent.
Xurrent is an ITSM platform that can help IT teams work more efficiently by using a combination of AI capabilities, automation, and best service management practices. Its main goal is to reduce manual effort and improve response times to give IT teams better insight into their operations. Xurrent goes beyond basic ticket management. It guides companies to better service management.
Xurrent uses AI to help teams classify tickets and route them correctly. This reduces manual sorting and ensures that tickets are sent to the right teams, instead of having them bounce back and forth between departments.
This platform also offers automated workflows for the most common, repetitive IT processes. This includes incident handling, service requests, and approvals. By automating these, IT teams can spend less time on routine tasks and focus their efforts on more complex issues.
Xurrent’s virtual agent, Sera AI, provides always-on support. It can answer common questions, suggest solutions, and escalate issues when needed, giving users help 24/7 without waiting for an agent.
Xurrent uses AI to create and update knowledge base articles that are based on real issues.
This means users and IT teams always have access to accurate, up-to-date solutions without manual documentation work.
With guided actions, automated timelines, and ChatOps integration, Xurrent IMR helps teams reduce mean time to resolve (MTTR). The platform also automatically creates post-incident reports so teams can learn from outages without extra effort.
By using Xurrent’s platform, IT managers can also use built-in dashboards and reports to track team performance, spot any issues, and better understand service trends. By using these insights, they can make better, more strategic decisions and improve service quality.
ServiceNow is one of the most widely used ITSM platforms in the world. Big companies use it to manage IT services, incidents, and workflows across many teams. It is best known for being very powerful, especially in more complex environments. However, one thing to keep in mind is that it often requires more setup and resources than some lighter tools.
ServiceNow uses AI to help sort, prioritize, and route tickets automatically. This helps large IT teams handle high volumes of requests without everything being done manually.
The platform allows teams to automate complex IT processes, from incident handling to change management. This is especially useful for organizations with strict internal processes.
ServiceNow offers detailed dashboards and reports that give leaders a clear view of service performance, bottlenecks, and trends across the organization.
It supports important compliance standards and security controls, which makes it a common choice for regulated industries like finance, healthcare, and government.
ServiceNow can be adapted to many use cases beyond IT, such as HR and facilities. However, as mentioned before, this flexibility often comes with the need for more effort and higher costs.
Freshservice is a cloud-based ITSM tool designed to be easy to use and quick to set up. It is popular with mid-sized companies and growing IT teams that want modern features without having to deal with the complexity of large enterprise platforms.
Freshservice uses AI to categorize tickets, suggest solutions, and reduce manual work for service desk teams. This helps speed up response times for common issues.
The platform is easy to navigate, which makes it quicker for teams to adopt. Both IT staff and end users can submit and manage requests without much training.
Freshservice also includes a self-service portal where users can find answers on their own. This helps reduce repetitive tickets and improves overall user experience.
With Freshservice, teams can also automate routine actions like approvals, escalations, and notifications. By having these routine tasks automated, teams can focus on more critical activities.
Compared to larger platforms, Freshservice can be set up very quickly, and it does not require any heavy customization to start actually delivering value.
We can say that ITSM solutions are becoming a necessity for modern IT teams. By using these systems, organizations can save so much valuable time and reduce manual operations. Not to mention their impact on the overall service quality and team performance.
Platforms like Xurrent, ServiceNow, and Freshservice show exactly how AI can be effectively used for IT service management and change the organization’s workflows completely. So, if you’re still doing things manually, you’re definitely missing out on this huge potential.
