AI in Service Management: What’s Changing & How to Stay Ahead

AI is no longer a “future-state” in service management—it’s already reshaping how teams work, how value is delivered, and what roles look like across the board. For service leaders, the shift is no longer about if AI will be used—but how to use it well.

Below, we break down the emerging future of service management and what your team can do now to lead—not lag—in the next service model.

AI Isn’t Coming—It’s Already Here

According to Atlassian’s State of AI in Service Management (2024), 88% of organizations already use AI in some form. Whether it’s auto-triage, self-service suggestions, or reporting support, AI is deeply embedded in today’s workflows.

And it’s not limited to early adopters—41% of organizations have a dedicated IT budget for AI initiatives, signaling a long-term shift from experimentation to operational dependency.

From Automation to Augmentation

Automation isn’t the whole story. Yes, AI can automate tasks like categorizing incidents or populating SLAs—but where the real value is emerging is in augmentation: supporting agents with knowledge recommendations, assisting managers with capacity forecasting, and helping analysts with proactive insights.

In fact, top reported areas of AI impact in service management include:

• Data analysis (55%)

• End-user assistants (48%)

• Knowledge management (43%)

• Incident management (39%)

Budget Drives ROI

If you want real returns, you need more than just good intentions. Research shows that organizations allocating more than 10% of their IT budget to AI saw a 71% ROI, while those investing less than 10% saw only 19% ROI.

Translation: You can’t just plug in a tool—you need the budget, governance, and process alignment to drive success.

Humans Still Matter

AI is powerful, but it's not replacing people—it’s changing what people do. Trust and oversight remain key: over half of service professionals don’t fully trust AI to act independently. As AI takes on more of the routine, human roles are shifting to orchestration, oversight, and empathy-led resolution.

Roles are evolving from:

• Doers → Orchestrators

• Responders → Designers

• Ticket closers → Experience enablers

What Gets Automated—and What Doesn’t

Here’s a quick look at where AI supports (augments), acts independently (automates), or shares responsibility with a human—each handling different parts of the task (hybrid)—across typical service management admin tasks:

Admin Task	Augmentation	Automation	Hybrid
Request Type Setup		✓	✓
Workflow Design	✓		✓
SLAs	✓	✓	✓
Queues		✓
Automation Rules	✓	✓	✓
Knowledge Base	✓		✓
Request Routing		✓
Incident Categorization	✓	✓	✓
Change Management	✓		✓
Asset/CMDB Maintenance	✓	✓	✓
Permissions Troubleshooting	✓		✓
Customer Portal Configuration	✓	✓	✓
Reporting & Dashboards	✓	✓
Capacity & Workload Planning	✓		✓
Major Incident Management	✓		✓
Customer Satisfaction (CSAT) Monitoring	✓	✓
Form Design	✓	✓	✓
Service Catalog Management	✓		✓
Email Channel Configuration		✓

Service Roles Are Already Changing

Instead of eliminating jobs, AI is redistributing the workload. Here’s how some roles are shifting:

• Service Desk Agents: Less time on repetitive tickets, more focus on escalations, user experience, and proactive outreach.

• Knowledge Managers: Increased focus on curating content for AI to reference, refining tagging, and managing AI-suggested answers.

• Process Leads: More emphasis on governance, exception handling, and monitoring AI output.

• Service Managers: New success metrics—fewer tickets, more deflection, better satisfaction.

Don’t Wait—Prepare Now

This isn’t a call for panic; it’s a call to prepare strategically:

1. Start small: Automate a single high-volume, low-risk task like FAQ responses or categorization.

2. Upskill your team: Train service professionals on how AI works, how to supervise it, and where their roles add unique value.

3. Update workflows: If your processes are outdated or siloed, AI will only amplify the mess.

4. Track meaningful metrics: Don’t just measure ticket closure—focus on user satisfaction, first-touch resolution, and volume reduction.

5. Talk about it: Be transparent about what AI is doing, what it isn’t, and how human work is evolving—not disappearing.

Lead the Shift

Service-management leaders have a choice: lean into AI and redesign roles and processes, or play catch-up later as user expectations grow and workloads spike. This is the augmentation era—where smart, strategic service teams can offload the repetitive and focus on what really moves the needle: design, decision-making, and user satisfaction.