Discover how to use AI in Microsoft Service Manager to reduce tickets, improve self-service, and accelerate resolution times—right from your Cireson Service Manager Portal (SMP). In this on-demand webinar, the Cireson team demonstrates the new AI integration for Service Manager, built to empower end users, boost service desk efficiency, and cut IT workload. No add-ons. No extra cost. Just smarter, faster service delivery with AI in the tools you already use.
Watch now to learn how to:
- Use AI-powered self-service in Service Manager to give users instant answers
- Deflect tickets automatically with chat-based AI—no analyst required
- Combine your knowledge base + Azure OpenAI for contextual, natural-language responses
- Resolve common IT requests instantly with AI ticket deflection tracking and analytics
- Keep your service catalog or replace it with an AI-driven homepage prompt
- Set up the solution in under 2 hours—with free deployment for Cireson customers
Claim your free setup and deployment!
Transcript Summary
In this recorded webinar, the Cireson team introduces new AI functionality for the Cireson Service Manager Portal (SMP). Designed to improve self-service, reduce analyst workload, and enhance user satisfaction, this native AI integration allows organizations using Microsoft System Center Service Manager (SCSM) to modernize their IT service delivery—without changing platforms or incurring extra costs.
The session is led by Joel Doss (Director of Sales), Geoff Ross (Director of Customer Success), and Justin Workman (Customer Success Engineer), who walk through the vision behind the new feature, give a live demo of AI in action, and explain how it integrates with both structured knowledge bases and Microsoft’s Azure OpenAI.
Key Highlights and Takeaways
What the AI Functionality Delivers
- AI-Powered Self-Service: Users can type natural-language questions directly into a prompt on the SMP homepage and get instant answers without browsing the service catalog.
- Ticket Deflection: AI responds to common issues in real-time. If the user marks the response as helpful, a resolved, deflected ticket is created automatically—reducing team workload.
- Generative AI Support: The system can pull from structured knowledge bases and also use Azure OpenAI to return contextual responses from documents like IT handbooks (with citations).
- Reporting & Transparency: Deflected tickets are flagged, categorized, and tracked just like any other ticket, allowing IT teams to report on deflection metrics and AI performance.
Live Demo Features
- Replacing or enhancing the traditional service catalog with an AI-driven prompt
- Submitting requests with or without structured forms
- Viewing deflection results directly in the analyst interface
- Examples of both knowledge base and generative responses
- Adjusting the SMP homepage to show both prompt and catalog if desired
Setup & Deployment
- Fully supported with free configuration and onboarding for customers with active support
- Takes just a few hours to deploy with help from Cireson’s Customer Success team
- No Cireson-side licensing or fees for existing customers
- Azure OpenAI usage is optional and incurs Microsoft-standard costs only
