Traditional IT Service Management (ITSM) tools focus on solving the problems of the service desk, rather than the needs of employees. The result is that self-service tools fall short of employee expectations, so employee adoption is low and service desk call volume is high. That means a large portion of a CIO’s budget goes to answering repetitive calls versus strategic initiatives.

This survey is intended to gain a better understanding of what enterprises are experiencing relative to their ITSM tools. Here are a few of the things respondents were asked to report:

• Their top ITSM initiatives in the coming year

• The percentage of tickets that are resolved without humans

• What employees are saying relative to their ITSM tools

• Their current position relative to adding a chatbot/AI to their ITSM tools

Virtual agent basics

Important considerations to ensure high adoption