AI for ITSM in HaloITSM
Move faster, reduce workload, and improve experience.
We implement HaloITSM with practical AI: automated assignment, AI knowledge suggestions, and AI ticket-matching/related-case linking — plus a Microsoft-first experience in Teams.
Related
What “AI for ITSM” means
Auto-assignment & suggested answers
HaloITSM highlights AI features including automated assignment and KB article suggestions for new tickets — speeding first response and routing.
AI ticket matching (embeddings)
Configure AI Ticket Matching to create embeddings for tickets; HaloITSM then links similar cases and suggests content based on high similarity scores. Learn more in Incident Management.
Knowledge deflection
HaloITSM showcases AI-powered knowledge suggestions so agents and self-service users get relevant answers during intake. Explore our Knowledge & Self-Service solutions.
Teams, in-channel
Use Microsoft Teams for notifications, chatbots, and an embedded self-service portal — keeping requesters and agents in flow.
ITIL 4 explicitly embraces aligning service management with AI and automation — focusing on outcomes, governance, and continual improvement rather than “AI for AI’s sake.”
High-value AI use cases we deliver
- Deflect L1 with KB suggestions in portal & agent view (Self-Service Portal).
- Auto-route incidents/requests to the right team (policy + AI assist).
- Find duplicates & related work via AI ticket matching (reduce reopen/duplicate effort).
- Teams copilot patterns. For advanced orgs, build a Teams-native copilot over your Halo data using Azure OpenAI patterns (governed via your tenant).
- Readiness: map use cases (deflection, assignment, similarity linking), data sources, and KPIs.
- Configure Halo AI: enable AI Ticket Matching, index historical tickets, tune thresholds, and surface KB suggestions. Learn more about Halo AI
- In-channel UX: set up Microsoft Teams notifications/chatbot and embedded portal (with Entra SSO).
- Governance: adopt ITIL-aligned guardrails for data quality, change control, and continual service improvement (CSI).
Frequently Asked Questions.
HaloITSM offers automated assignment and knowledge suggestions; admins can also enable
AI Ticket Matching to link similar tickets and suggest responses.
Yes, HaloITSM provides Teams integration for notifications, chatbots, and embedded portals with SSO.
Surfacing relevant KB articles during intake deflects simple requests and speeds agent resolutions — part of our
Knowledge Management strategy.
Yes, many enterprises deploy a Teams-based Azure OpenAI Copilot for service scenarios.
Yes—ITIL 4 guidance supports aligning service management with AI and automation while maintaining governance and value focus.
