As AI continues to evolve, it’s no longer a question of if it belongs in IT service management, but how to use it responsibly. SysAid is joining the Service Desk & IT Support Show (SITS) to explore exactly that, sharing the practical story of how Dornan Engineering introduced GenAI and Agentic AI into their ITSM environment, with security, compliance, and user trust at the core.
Dornan Engineering’s IT team, supporting a workforce spread across multiple sites, needed a way to bring structure and efficiency to their support operations. Informal channels like Teams chats and emails had become the norm, making it difficult to track issues or prioritize work effectively. With SysAid Copilot and smart integrations, they have been able to deliver a world-class experience for both users and IT staff.
Within the first three months of rollout, the results were clear:
- 3,500 inquiries handled by SysAid’s AI chatbot, achieving a 65% resolution rate and significantly reducing Level 1 ticket volumes.
- 40% increase in service requests via Microsoft Teams, making it easier for employees to log issues in the flow of their daily work.
- 70% of tickets submitted through the self-service portal, empowering users to resolve queries independently while lightening the IT team’s workload.
But beyond the numbers, what stood out was the cultural shift. The AI chatbot quickly became a trusted first stop for employees, helping with routine questions and eliminating the hesitation that can come with asking basic queries. Meanwhile, SysAid’s customizable workflows and real-time analytics gave the IT team better control over priorities and resources, moving from a reactive model to a more proactive, strategic approach.
During the SITS session, Avi from SysAid and Chris from Dornan Engineering will take you behind the scenes of this transformation. They’ll share how Dornan built trust in GenAI, maintained clear oversight through continuous monitoring and data controls, and fostered user confidence along the way.
If you’re looking for practical insights on integrating AI into your ITSM operations, without losing sight of governance and transparency, this is the session for you.
Join us at SITS to learn how you can turn GenAI and Agentic AI into trusted partners in your IT service strategy.
By SysAid
Meet the SysAid team on stand 531 at SITS, The Service Desk & IT Support Show on 14-15 May 2025 at Excel London.