Gartner research predicts that “through 2020, 99% of artificial intelligence (AI) initiatives in IT service management will fail due to the lack of an established knowledge management foundation”.1

In order to prepare users and your IT service desk for new AI initiatives, your organisation must build a strong foundation which begins with a well-established knowledge base. 

This Gartner report provides insight on: 

  • The challenges support leaders face when implementing AI tools

  • Important factors to consider before investing in artificial intelligence

  • Recommendations for using AI in your service desk

Download the Gartner report today.


1 Gartner, When Will AI Virtual Support Agents Replace Your IT Service Desk, Chris Matchett, Rich Doheny, Kenneth Gonzalez, Magnus Revang, 24 April 2017. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.


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