The impact of AI in ITSM and ITAM for the IT management of the future.

24 de November de 2025

Artificial Intelligence in IT is no longer a distant promise but a driver of operational efficiency. In the dynamic business environment, the ability of Information Technology (IT) areas to adapt and anticipate problems is crucial. Proactivanet's whitepaper highlights how the strategic application of AI is radically transforming IT asset management(ITAM) and technical support(ITSM), enabling organizations to optimize resources, prevent critical incidents and, most importantly, improve the user experience.

This in-depth analysis, based on Proactivanet's paper, explores the most disruptive use cases for AI in ITSM and ITAM and highlights why this integration is vital for a modern, proactive IT infrastructure.

AI at ITAM: The Road to Total Asset Control

Technology Asset Management (ITAM) is the first pillar where AI generates an immediate and measurable impact. The main objective is to ensure complete visibility and optimal utilization of each technological resource, an increasingly complex challenge in distributed networks.

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Intelligent discovery and predictive maintenance

The traditional inventory process is slow and error-prone. AI at ITAM revolutionizes it through Intelligent Discovery. Using advanced algorithms, AI is able to automatically scan and discover all assets connected to the network, including those that are hidden or poorly documented. This continuous scanning ensures the following direct benefits:

100% updated and accurate inventories.
Automatic and detailed classification of assets with complete information.
Immediate identification of unauthorized or duplicate devices in the environment.

In addition, AI in IT allows moving from reactive to Predictive maintenance. Constant AI-based monitoring detects subtle deviations in asset behavior, anticipating failures before they escalate into major incidents. This results in a drastic reduction of unplanned outages, proactive maintenance planning and extended equipment life.

Strategic license optimization and operational savings

AI at ITAM is also a powerful financial tool. Software license management is often a source of overspending. AI intervenes by analyzing actual software usage patterns, facilitating crucial optimization that translates into operational savings. Algorithms help:

Detect underutilized or inactive licenses.
Identify possible non-compliance with software regulations.
Generate significant savings in the renewal and acquisition of licenses, freeing up capital for strategic investments.

AI in ITSM: Transforming technical support

Technical Support (ITSM) is the second key area, where Artificial Intelligence in IT focuses on speed, efficiency and improving the end-user experience.

Self-Service Automation and Ticketing Management

AI is making support immediate and available 24/7:

Virtual Assistants (NLP): Thanks to Natural Language Processing (NLP), users can interact with intelligent assistants to solve common queries, automating self-service and reducing the burden on the technical team.
Mass Incident Detection: AI intelligently groups multiple tickets that point to the same problem, identifying them as a single global incident for more efficient and coordinated resolution.
Automatic Categorization and Escalation: By interpreting the content of the ticket, the AI assigns it to the correct support group, minimizing categorization errors and speeding up response times.
Knowledge Base Generation: From repetitive patterns in interactions and resolutions, AI automatically suggests and feeds the knowledge base, strengthening future self-service.

Error prediction and enhanced support

The concept of reactive support is a thing of the past. Error Prediction allows the system to detect anomalous behavior in the IT environment and alert the team before an incident occurs, ensuring a predictive model rather than just a reactive one.

In addition, the AI functions as a

The system provides the technician with an assistant for the technician through Assisted Writing and Communication. Agents receive suggestions to improve the tone and clarity of their responses and benefit from automatic translation in multilingual environments, raising the quality of service to the user. This generates less burden for the technical team, allowing them to focus on strategic and higher value activities.

Proactivanet:Integrating AI for market leadership

Proactivanet's platform not only offers these functionalities in isolation, but also seamlessly integrates ITAM and ITSM, creating a unified and highly efficient management ecosystem. This integration of Artificial Intelligence in IT enables a seamless flow of information that optimizes every process.

This innovative approach has been recognized globally. Proactivanet has been highlighted as a "Customers' Choice 2024" in Gartner® Peer Insights™ for ITSM tools. In addition, it has been included in the prestigious Gartner Market Gui

2024 & 2025, a recognition that underscores its position as a key supplier in the industry and its commitment to excellence in service management.

Conclusion: Proactivity as a competitive advantage

The adoption of AI in ITSM and AI in ITAM is no longer an option, but a strategic necessity for growth and competitiveness. By turning asset management data into predictive intelligence for support, organizations achieve the following key benefits:

Increased operational efficiency and total control of the technological environment.
Significant operational savings through license optimization.
Faster response times and higher end-user satisfaction.
An IT team with less repetitive tasks, focused on strategy.

By 2026, companies that have adopted adaptive AI engineering practices will outperform their peers in speed to operationalize models by at least 25%. Implementing IT management solutions, such as the one offered by Proactivanet, that leverage Artificial Intelligence in IT, is the fundamental decision for any organization that aspires to excellence, proactivity and continuous innovation.