Benefitting from AI in IT Support

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About the session

AI is rapidly reshaping how IT service desks operate—expanding what teams can deliver, improving consistency, and increasing the overall value IT provides to the business. As technology dependence grows, IT support must understand not just what AI can do, but how to apply it effectively and responsibly.

You may already see AI features embedded in ITSM tools or hear discussions about Agentic AI and autonomous operations. But to truly capitalize on these opportunities, IT teams need deeper insight into where AI is driving real value today—and what it takes to adopt it successfully.

In this BeyondTrust webinar, guest expert, Stephen Mann of ITSM.tools broke down the practical ways organizations were benefitting from AI in IT support and share guidance that went beyond tool features.

Attendees learned the following:

The most widely adopted AI use cases across core IT support capabilities

The people and process impacts of AI adoption, and why strong governance is essential beyond ITSM tool guardrails

How trust factors into every stage of AI maturity—especially as organizations move toward more autonomous operations

How AI can strengthen collaboration between ITSM and security teams for more resilient, seamless support

Meet the Speaker

Stephen Mann

IT Service Management Expert and Principal Analyst and Content Director at ITSM.tools

Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT ... read more

Previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.