AI and Automation in Service Desk Operations

As organisations strive for greater efficiency, AI and automation are increasingly shaping IT service desk operations. A recent survey of 250 IT professionals across the UK highlights a clear trend, AI and automation are set to transform IT service desks, making them more intelligent, efficient, and cost-effective.

• Current Service Desk Models – 52.4% of respondents manage in-house service desks, while 30.8% use a hybrid approach.
• Satisfaction Levels – A high satisfaction rate (88.4%) was reported, though respondents highlighted the need for automation and better system integration.
• Automation & AI Adoption – 86.8% believe AI can improve efficiency, particularly for routine tasks like incident triage and employee lifecycle requests.
• AI Concerns – 50.8% expressed fears about job displacement, data privacy, and ethical implications.
• Cost Models – 55.6% of organisations operate service desks with variable costs based on ticket volume, while 40% have fixed costs.

Traditional service desk models are often expensive, manual, and prone to inefficiencies.

This is why we have launched ServiceHive, our cutting-edge, semi-autonomous IT service desk that leverages AI-driven automation, a vast knowledge base, and intelligent ticket management to provide:

✅ 24x7x365 IT Support – Always available, eliminating service gaps.

✅ AI-Driven Triage & Automation – Reducing manual workloads and improving response times.

✅ Cost Efficiency – Automating routine tasks to reduce operational costs.

✅ Scalability & Adaptability – Evolving with AI learning for continuous improvement.

✅ Seamless Integration – Works with existing ITSM platforms and collaboration tools.

Download the full report today for exclusive insights from 250 IT professionals on the impact of AI and automation in service desk operations. Get your copy here!

If you would like to discover how ServiceHive can revolutionise your IT operations, book a demo here.