Employees expect consumer-grade support experiences. Leadership teams want greater efficiency and lower operational costs. At the same time, organisations are being encouraged to adopt AI, automation and self-service to improve productivity and service delivery.
Despite significant investment in IT Service Management (ITSM) tools, many organisations continue to face the same challenges, including high ticket volumes, slow resolution times, poor self-service adoption and limited visibility into service performance.
The challenge is not whether these problems can be solved. The challenge is having the right processes, knowledge and technology in place to solve them effectively.
Modern platforms such as Ivanti Neurons for ITSM have been designed to help organisations address these challenges through workflow automation, self-service, knowledge management and AI-powered capabilities.
Before looking at individual challenges, it is worth considering why many ITSM initiatives fail to deliver their expected value.
In many cases, organisations implement an ITSM platform and assume the technology alone will improve service delivery.
However, common barriers often include:
Technology can enable improvement, but successful service management still relies on strong foundations, clearly defined processes and a commitment to continual improvement.
Many service desks spend a significant proportion of their time handling repetitive requests such as:
When every request requires analyst intervention, ticket queues grow and support teams struggle to focus on higher-value activities.
Ivanti Neurons for ITSM provides self-service capabilities, virtual agents and workflow automation designed to reduce the volume of requests reaching the service desk.
By giving employees easier ways to find answers and request services independently, organisations can reduce demand on support teams whilst improving the overall employee experience.
✅ Reduced ticket volumes
✅ Faster access to support
✅ Improved employee experience
✅ More time for analysts to focus on complex issues
Long resolution times remain a common frustration for both users and support teams.
Analysts often spend valuable time:
Each delay affects productivity and user satisfaction.
Ivanti Neurons includes capabilities such as:
These capabilities help support teams identify issues more quickly and ensure requests reach the appropriate resolver groups without unnecessary delays.
✅ Faster incident resolution
✅ Improved SLA performance
✅ Reduced manual effort
✅ Quicker escalation to the right teams
Knowledge management remains one of the most underutilised areas of ITSM.
Many organisations still rely on:
As discussed in our recent article on Knowledge Management in ITSM, poor knowledge management can increase resolution times, reduce self-service adoption and limit the value organisations gain from AI initiatives.
When support teams repeatedly solve the same problems, valuable time and resources are wasted.
Knowledge management is integrated into Ivanti Neurons for ITSM and works alongside incident management, problem management and self-service.
This allows both analysts and end users to:
The platform also supports AI-powered knowledge article generation from resolved incidents, helping organisations expand their knowledge base more efficiently.
✅ Reduced reliance on tribal knowledge
✅ Improved self-service outcomes
✅ Faster issue resolution
✅ Better AI readiness
Many organisations invest in self-service portals only to discover that employees continue to contact the service desk directly.
Common reasons include:
If users cannot easily find answers, they will naturally revert to traditional support channels.
Ivanti Neurons combines self-service capabilities with integrated knowledge management and virtual agents.
This helps employees:
✅ Increased self-service adoption
✅ Lower support costs
✅ Better employee satisfaction
✅ Improved shift-left success
Let's take a common VPN connectivity issue as an example.
Several weeks later, another employee experiences the same issue and the entire process starts again.
The difference is not simply better technology. It is the combination of knowledge management, self-service and mature service management processes.
Many organisations continue to rely on manual processes for:
Manual activities consume valuable time and introduce unnecessary delays.
Workflow automation is a core capability within Ivanti Neurons for ITSM.
Automating routine activities helps organisations:
✅ Faster service delivery
✅ Reduced administrative effort
✅ Improved consistency
✅ Greater operational efficiency
As organisations grow, support demand inevitably increases.
Without scalable processes, IT teams often experience:
Simply hiring more analysts is rarely the most cost-effective solution.
Automation, workflow management and self-service capabilities help organisations scale support operations without proportionally increasing headcount.
By automating routine requests and empowering users to resolve issues independently, service teams can support business growth more effectively.
✅ Scalable service delivery
✅ Improved resource utilisation
✅ Reduced operational costs
✅ Better support experiences
Many IT leaders struggle to answer questions such as:
Without reliable reporting, service improvement becomes reactive rather than proactive.
Ivanti Neurons provides reporting, dashboards and analytics capabilities that help organisations gain greater visibility into service performance.
This allows leaders to:
✅ Improved visibility
✅ Better decision-making
✅ Data-driven service improvement
✅ Enhanced reporting capabilities
AI has become one of the biggest priorities within modern ITSM.
However, AI is not a silver bullet.
Many organisations expect AI to solve service management challenges without first addressing:
As discussed in our Knowledge Management article, AI can only be as effective as the information it has access to.
Ivanti Neurons includes AI-powered capabilities such as:
These capabilities can help improve productivity, reduce manual effort and enhance employee experiences.
However, organisations will achieve the greatest value when AI is supported by strong service management processes and a trusted knowledge foundation.
✅ Faster triage and resolution
✅ Better analyst productivity
✅ Improved user experience
✅ Stronger AI outcomes
Modern service management is no longer limited to IT.
Many organisations are extending service management principles across:
This approach, commonly known as Enterprise Service Management (ESM), helps organisations standardise service delivery, streamline workflows and create consistent employee experiences across multiple departments.
Platforms such as Ivanti Neurons support this wider approach by enabling service management capabilities beyond traditional IT functions.
The most successful organisations are moving away from reactive service management and towards a more proactive, automated and user-centric approach.
Whilst technology alone will not solve every ITSM challenge, modern platforms can play a critical role in enabling transformation.
Ivanti Neurons for ITSM provides capabilities designed to help organisations address common challenges through automation, self-service, knowledge management and AI-powered service management.
By combining strong processes, effective knowledge management and intelligent automation, organisations can improve employee experiences, reduce operational costs and build a service management function that is ready for the future.
Whether you're looking to improve self-service, reduce ticket volumes, strengthen knowledge management or prepare for AI-powered service delivery, establishing the right foundations is critical.
At Pathfinder Specialists, we help organisations maximise the value of their ITSM investments and create service management strategies that deliver measurable business outcomes.
Speak to our team to learn how we can help you get more from your ITSM platform.