How to Streamline IT Operations With AI — and Why It Matters

As IT departments and MSPs grapple with increasing demands, tighter budgets and the need for operational efficiency, AI has emerged as a powerful tool to transform IT service delivery and documentation. In a recent webinar, IT Glue’s Wendy Har (Senior Director of Product Marketing) sat down with guest speaker, Stephen Elliot (Group Vice President, I&O, Cloud Operations and DevOps at IDC) to unpack how AI is reshaping IT operations and what businesses can do to stay ahead.

If you’re an IT leader, MSP or service desk manager looking to enhance productivity, reduce manual overhead and optimize resources, this conversation is for you. Let’s break down the key takeaways and how you can put them into action.

The state of IT: Key challenges in 2025

Stephen Elliot outlined six critical concerns for IT leaders as they prepare for the future:

1. Budget optimization: Getting the most value from every dollar spent.
2. Shifting from reactive to proactive: Automation and AI-powered insights can prevent issues before they occur.
3. Business alignment: IT leaders must work closely with business stakeholders to drive meaningful outcomes.
4. Gen AI and analytics: Leaders are evaluating AI’s role in boosting efficiency.
5. Technical debt reduction: Outdated systems slow service delivery and hinder innovation.
6. Scaling with governance: Ensuring security and compliance while growing operations.

Does this sound familiar? These pain points affect businesses of all sizes and solving them requires a combination of the right technology, structured processes and AI-driven efficiency.

The service delivery struggle: Why IT teams are stuck

IDC’s research found that many IT teams face execution roadblocks due to:

• Resource constraints: Not enough staff but increasing demands.
• Heavy admin overhead: ITSM platforms can be burdensome without automation.
• Lack of automation: Manual processes slow resolution times.
• Limited standardization: Inconsistent workflows lead to inefficiencies.

As Stephen put it, teams are spending too much time firefighting rather than innovating. AI, when implemented correctly, can help IT teams overcome these hurdles and focus on what really matters: delivering value to the business and end users.

How AI Is revolutionizing IT documentation and service delivery

IT Glue’s Wendy Har built on Stephen’s insights by showcasing how AI-powered documentation and automation are tackling the most pressing service delivery challenges. Let’s dive into a few game-changing applications.

1. Instant IT visibility: Know what you’re managing

AI-powered documentation ensures IT teams have full visibility into all assets, configurations and relationships. By integrating with tools like ServiceNow, Jamf, Microsoft 365 and Cisco, AI extracts and structures data into a living system — eliminating the hassle of manual documentation.

Result: Faster issue resolution, reduced knowledge silos and fewer surprises.

2. AI-powered smart documentation

Manually updating documentation is tedious, and outdated information leads to costly mistakes.
AI solves this by:

• Suggesting relationships between assets, users and processes.
• Summarizing changes and updating records automatically.
• Auto-generating standard operating procedures (SOPs) based on existing workflows.

Result: Reliable, always-updated documentation that technicians can trust.

3. Context-driven troubleshooting

When an issue arises, technicians often waste time searching for relevant information across multiple platforms.
AI changes this by:

• Automatically surfacing the right documentation when a ticket is created.
• Suggesting relevant SOPs and past incident solutions.
• Providing AI-driven summaries of ticket histories and resolutions.

Result: Drastically reduced troubleshooting time and improved first-time fix rates.

4. AI for technician efficiency

Repetitive tasks drain productivity. IT Glue’s AI streamlines workflows by:

• Recording actions in real-time and turning them into SOPs.
• Automating password insertion for remote sessions.
• Generating end-user responses with AI-translated explanations in simple terms.

Result: More time for strategic work and a seamless service experience.

5. Intelligent ticket assignment and prioritization

AI-driven service desks optimize workload distribution by:

• Analyzing incoming tickets and matching them to the most qualified technician.
• Balancing workloads based on availability and expertise.
• Prioritizing high-impact issues for faster resolution.

Result: Equitable distribution of work and reduced ticket backlog.

What’s next? The future of AI in IT service delivery

The message from Stephen Elliot and Wendy Harr was clear: More than just a buzzword, AI is an essential tool for modern IT teams. Organizations that invest in AI-driven service delivery now will be ahead of the curve, optimizing costs, improving customer experience and driving operational excellence.

If you’re looking to reduce resolution times, eliminate manual documentation bottlenecks and improve efficiency and consistency across your team, then it’s time to explore AI-driven IT documentation and service delivery solutions. IT Glue is leading the charge with automation and AI-powered workflows designed to make IT teams more productive, proactive and prepared for the future.

Ready to see AI in action? Book a demo today and discover how AI-powered documentation can transform your IT operations.