Business intelligence patterns for itsm reporting: leveraging AI and GENAI for enterprise decision-making

Abstract

The hypothetical case examined how Business Intelligence (BI) trends optimized with the help of Artificial Intelligence (AI) and Generative AI (GenAI) could be optimal in terms of IT Service Management (ITSM) reporting and support decision-making of enterprises. The study employed a mixed-methodology to determine the extent of adoption, operations enhancement and perceptions of the implements of AI-enabled BI tools by the users among medium and large organizations. The findings demonstrated that enterprises that reported ITSM with the use of AI demonstrated high accuracy in reporting, automation, visualization of service performance and decision speed. The provision of insight was also enhanced by GenAI through automated narratives, predictive notifications, and natural-language dashboarding, which increased the stakeholder engagement and executive understanding. The majority of the respondents said that they were very satisfied with AI-based reporting and indicated that they had better efficiency and proactive IT governance. Nevertheless, in spite of the issues associated with data quality and complexity of integration as well as readiness in terms of skills, the study also came to the conclusion that AI and GenAI could act as the strategic enablers of intelligent ITSM analytics to unlock data-driven operational excellence and enable anticipatory decision-making in dynamic enterprise settings.