Building the Digital IT Service Desk: How Generative and Agentic AI Are Powering Employee Self-Service

Abstract

The digital transformation of IT service desks represents a paradigm shift away from traditional ticketing systems toward intelligent autonomous support platforms powered by Generative and Agentic AI technologies This evolution addresses fundamental challenges in employee technology support by providing immediate personalized solutions without the friction of conventional support channels The architecture of these advanced systems integrates conversational interfaces with knowledge management repositories and autonomous decision-making capabilities enabling sophisticated reasoning across complex enterprise environments Generative AI revolutionizes how technical information is communicated through dynamic content creation tailored to individual contexts and skill levels while maintaining conversation continuity across extended interactions Agentic components transform passive support into proactive solutions through autonomous task execution intelligent request routing and continuous learning mechanisms that adapt to organizational changes Implementation success depends on strategic phased deployment with robust change management practices while maintaining enterprise-grade security and regulatory compliance through comprehensive protection frameworks and regular validation processes