Artificial intelligence is rapidly transforming IT service management (ITSM). From improving resolution times to automating repetitive tasks, AI can reshape how your service desk delivers value to employees and the business.
But not all AI-enabled ITSM tools are created equal.
Use this checklist to evaluate whether your current tool delivers on the true promise of AI—or if it’s time to consider a modern alternative like Tikit.
AI ITSM Checklist: What to Look For
1. Automated Ticket Categorization and Routing
Can your current tool classify incoming tickets and assign them to the right team without human input?
Tikit uses AI to serve the right template based on your configuration, reducing delays and manual triage.
Why it matters: Faster resolution, reduced workload, and consistent categorization.
2. Conversational Ticket Creation
Does your ITSM platform let users open tickets from chat—without needing to leave Microsoft Teams?
Modern solutions like Tikit allow users to right-click on a Teams message to create a ticket or chat with a virtual agent to initiate service requests.
Why it matters: Meet users where they work, increase adoption, and capture more support activity.
3. Built-In Virtual Agent (Not a Bolt-On Bot)
Is the virtual agent truly embedded in your ITSM solution, or is it a third-party integration?
With Tikit, the AI experience is fully integrated—no extra vendors or complex setups required. This means better performance, simpler configuration, and faster time-to-value.
Why it matters: Reduced vendor complexity and immediate productivity gains.
4. Natural Language Understanding (NLU)
Can your current system understand what users mean, not just what they type?
AI-driven NLU enables smarter intent recognition, even if users don’t phrase requests perfectly. For example, a request like “I can’t access shared files” can trigger access troubleshooting workflows.
Why it matters: Better self-service success and more accurate automation.
5. AI-Powered Knowledge Suggestions
When a user asks a question or wants to open a ticket, does the system proactively suggest relevant articles or solutions?
With Tikit, AI can deflect frequent questions by suggesting solutions in real-time, empowering users to self-resolve common issues before a ticket gets created, freeing up your help desk.
Why it matters: Fewer tickets, faster problem-solving, and improved employee satisfaction.
6. Workflow Automation Without Coding
Can your team create AI-driven workflows using tools like Microsoft Power Automate without needing developers?
Tikit is built natively on Microsoft 365 and works seamlessly with Power Platform, allowing you to automate approvals, notifications, escalations, and more with low-code tools.
Why it matters: More agility, less reliance on technical resources.
7. Seamless Microsoft 365 Integration
Does your ITSM tool feel like a natural part of your Microsoft 365 ecosystem?
Tikit was built for Microsoft Teams and M365 from the ground up. It works beautifully with Power Automate, InTune, Excel, Power BI, Azure, and more to deliver a robust and customized solution. That means your AI, workflows, permissions, and reporting all work better because they’re working together based on your existing Microsoft cloud investments.
Why it matters: Lower friction, better data security, and simplified administration.
The Bottom Line: Is Your ITSM Tool Keeping Up?
If your current solution doesn’t check these boxes, it may be holding your team back. AI isn’t just a buzzword—it’s the key to delivering faster, smarter, and more scalable IT support.
Tikit brings native AI functionality to Microsoft Teams and Microsoft 365. It’s everything you need to modernize your ITSM experience—without the complexity of traditional enterprise tools.
Ready to See AI-Powered ITSM in Action?
Let us show you what Tikit can do. See Tikit in action to explore how it transforms service delivery for modern teams.
