IT organization Before AI After AI Employee productivity Where is AI currently making an impact on IT service? AI, and its popular subset generative AI (GenAI), are capturing attention and investments from executives worldwide. Adoption rates are soaring and showing no signs of slowing down. When paired with automation, these technologies seriously enhance top CxO priorities: improving IT service quality, boosting employee productivity, and driving cost savings. Prior to implementing AI, what percentage of a typical day did a service desk agent spend manually completing routine and repetitive tasks? What metrics does your IT organization use to measure the effectiveness and value of AI use for the service desk? There’s more to this new AI era of IT service. Get inspired by reading the full report, and start thinking about how AI can redefine IT for your organization. After implementing AI, what percentage of a typical day does a service desk agent now spend doing routine and repetitive tasks? Almost all More than half - 50%-75% Almost half - 50% Almost a third - 33% Siloed tools and teams Unified tools and teams Disconnected data and systems of record Consolidated data aligned to KPIs Limited end-to-end visibility of service delivery Real-time visibility of service delivery A quarter - 25% 10%-20% 14% 35% 30% 16% 4% 1% 70% 66% 59% IT service availability and performance Employee productivity Cost savings and optimization IT service availability and performance Cost savings and optimization ServiceNow IT Service Management Download full report HOW AI IS REDEFINING IT SERVICE % of day on routine tasks More than half Half A third or less Before AI 49% 30% 21% After AI 0% 7% 74% Which GenAI capabilities are most useful to IT service professionals? Accurate and easy-to-use self-service that users actually like 44.8% Create and update documentation and knowledge-base articles 32.8% Impact analysis for change and incidents 28.4% Automated completion of manual and routine tasks 44.8% Chat and incident summarization 32.8% Resolution notes and wrap up 22.4% A smarter, leaner, and agile IT Disparate tools and scattered data cause major headaches for IT, leading to wasteful spending and inefficient service delivery. Measuring performance against KPIs becomes nearly impossible, resulting in low satisfaction and broken agreements. ServiceNow unites teams, tools, and systems on a single AI platform, enabling strategic, real-time decisions. This smart service optimization helps IT visualize performance, align to KPIs, and make agile adjustments. Turn chaos into clarity and become a valuable strategic partner. Employees Before AI After AI In 2024, EMA surveyed global IT leaders about artificial intelligence adoption in their organization. Here are some of the practical and forward-thinking ways their IT services are transforming with the power of AI. IT agents Before AI After AI Limited service availability Reactive incident management 24/7 service availability Proactive incident management Complex request processes Frequent service outages Simple and streamlined request processes Prevent service outages Poor self-service experiences Slow service innovation GenAI-powered self-service Fast and strategic service innovation Resilient IT when you need it Before AI, employees struggled to get IT support. They navigated complex processes and endured poor self-service. Meanwhile, IT agents were stuck reacting to incidents and handling outages, with little time to innovate. Now, with AI, problems are solved proactively, offering always-on support and streamlined requests for employees. IT agents can shift to proactive work, reducing outages and fostering innovation. And when AI works on the ServiceNow AI platform, you can deliver a smarter, faster, and more reliable IT service experience. Employees Before AI After AI IT agents Before AI After AI Long wait times Manual fulfillment of common requests Immediate resolutions Automated fulfillment of common requests Inaccurate search results Inaccurate incident routing AI-powered contextual search results Intelligent incident routing Outdated knowledge articles Manual knowledge article creation Up-to-date and relevant knowledge articles Instant knowledge article creation with GenAI ServiceNow customer spotlight A new level of productivity Slow responses, manual tasks, and unreliable support drain productivity.