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. HaloITSM YouTube HaloITSM
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HaloITSM overview

Related

  • Automation & Orchestration
  • Self-Service Portal
  • Requests
Intuitive ITSM Software Delivered by Experts

What “AI for ITSM” means

Automatische toewijzing & voorgestelde antwoorden

Auto-assignment & suggested answers

HaloITSM highlights AI features including automated assignment and KB article suggestions for new tickets—speeding first response and routing. HaloITSM

AI-ticketmatching (embeddings)

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. HaloITSM

Kennisdeflectie

Knowledge deflection

HaloITSM showcases AI-powered KB suggestions so agents (and self-service users) get relevant answers during intake. YouTube

Teams, in-channel

Teams, in-channel

Use Microsoft Teams for notifications, chatbots and even an embedded self-service portal—keep requesters and agents in flow. HaloITSM

AI for ITSM

ITIL 4 explicitly embraces aligning service management with AI and automation—focus on outcomes,
governance and continual improvement rather than “AI for AI’s sake”.
dev2.axelos.com

High-value AI use cases
we deliver

  • Deflect L1 with KB suggestions in portal & agent view. YouTube
  • Auto-route incidents/requests to the right team (policy + AI
    assist). HaloITSM
  • Find duplicates & related work via AI ticket matching
    (reduce reopen/duplicate effort). HaloITSM
  • Teams copilot patterns. For advanced orgs, build a Teams-
    native copilot     over your HaloITSM data using Azure OpenAI
    patterns (governed via your tenant).
    TECHCOMMUNITY.MICROSOFT.COM visionet.com

How SMC implements AI in HaloITSM (FR/BE/LU)

  • Readiness: map use cases (deflection, assignment, similarity linking), data sources, KPIs.
  • Configure HaloITSM AI: enable AI Ticket Matching, index historical tickets, tune thresholds; surface KB suggestions. HaloITSM YouTube
  • In-channel UX: set up Teams notifications/chatbot and embedded portal (with Entra SSO). HaloITSM
  • Governance: adopt ITIL-aligned guardrails for data quality, change control and CSI. dev2.axelos.com
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AI for ITSM in HaloITSM Faq

Frequently Asked Questions.

HaloITSM highlights automated assignment and knowledge article suggestions; admins can also enable AI Ticket Matching to link similar tickets and suggest responses. HaloITSM HaloITSM

Yes. HaloITSM provides Teams integration for notifications, chatbots and an embedded self-service portal (with SSO), so most interactions stay in-channel. HaloITSM

Surfacing relevant KB articles during intake deflects simple requests and speeds agent resolutions—HaloITSM demonstrates this AI-assisted flow. YouTube
If you need a tailored assistant, Microsoft publishes a Deploy-to-Teams path for Azure OpenAI that many enterprises adapt for service scenarios. We design this with your security team. TECHCOMMUNITY.MICROSOFT.COM

Yes—ITIL 4 guidance supports aligning service management with AI and aautomation while maintaining governance and value focus. dev2.axelos.com