Businesses are increasingly under pressure to maintain seamless digital operations, where downtime and service disruptions can seriously affect customer experience and brand reputation. Traditional ITSM tools, while functional, fall short in delivering proactive support and resolving complex incidents quickly. The point of view “Progress Amid Challenges: GenAI’s Impact on Lingering Obstacles in ITSM” explores how GenAI injects new intelligence into IT operations—moving from reactive fixes to predictive, intuitive, and autonomous service management. It emphasizes the need for IT leaders to rethink legacy workflows and embrace GenAI to resolve persistent inefficiencies. By surfacing real ITSM pain points and use cases, this paper provides a forward-thinking roadmap for transformation.
In this expert insight, SLK Software presents practical applications of GenAI for enhancing IT service resolution, resource configuration, and team collaboration—addressing long-standing bottlenecks like the “watermelon effect,” siloed documentation, and weak KPI visibility. The paper covers the following areas:
1. Automated issue resolution and natural language-driven support for lower MTTR and better user experience
2. Predictive analytics for anomaly detection, risk management, and proactive compliance
3. Continuous documentation updates and knowledge preservation to eliminate tribal knowledge gaps
4. AI-enabled orchestration to bridge silos, optimize assets, and boost operational reliability
Download Whitepaper
