Maximize the Business Value in Service Management with AI
Move from reactive IT support to proactive AI-powered service management — while keeping control of data and compliance..
KEY INSIGHTS FROM THE WHITEPAPER
Innovating with AI in Service Management
- How to maximize business value with AI in service management
- From reactive to proactive: AI Assistants, AI Agents, Proactive AI.
- Role-specific benefits for IT professionals and decision-makers
- A 4-step roadmap to adopt AI responsibly and stay compliant.
Download the whitepaper now!
From AI Assistants, to AI Agents to Proactive AI: What AI Means for Service Management
AI Assistants
Specialized applications that incorporate AI techniques to support or carry out tasks requested and directed by human users. They accelerate routine activities, helping agents and end-users become faster and more effective, but do not act independently.
AI Agents
AI Agents
Systems with conditional or full autonomy that can handle repetitive or predefined tasks. They extend the capabilities of Assistants, reducing manual effort and taking on tasks on their own when appropriate.
Proactive AI
Proactive AI
Predictive intelligence that anticipates issues, risks, or needs and addresses them before they escalate. It shifts service management from reactive firefighting to preventative operations
AI Your Way
Matrix42: Innovate with AI - on your terms
Flexible, responsible innovation
Choose which use cases to build, which model to use, and where your data resides.
European-Grade Governance
European-Grade Governance
Stay compliant with EU and industry data regulations.
Optimized for Service Management
Optimized for Service Management
Purpose-built for ITSM and ESM, delivering faster ticket resolution, self-service, and proactive operations.
The Business Impact of AI in Service Management
30%
improvement in overall productivity
40%
lower agent attrition
500+
hours saved each month on ticket preparation
Responsibly Leveraging AI: 4-Step Roadmap
AI can transform service management — but only if it’s introduced with the right governance, compliance, and user trust. Too often, organizations get stuck at the first stage, deploying basic assistants without progressing further.
This roadmap shows how to advance responsibly, step by step, from reactive service to proactive sevice management — ensuring maximum business value along the way.
AI Assistants for Agents
Automate ticket triage, translations, email replies, and knowledge base creation—making agents faster and more effective.
AI Assistants for End-Users
Deliver 24/7 conversational AI support that answers routine questions instantly from sources like SharePoint and Confluence.
AI Agents
Go beyond assistance with autonomous task execution, from ticket preparation to Level 0 support—fixing issues automatically.
Proactive AI
Anticipate and resolve incidents before they escalate, shifting from reactive firefighting to preventative service management.