AI Service Desk: From Reactive to Proactive | Ivanti
Discover how Ivanti Neurons for ITSM helped the University of the West of England transform its service desk from reactive to proactive with AI automation: https://www.ivanti.com/products/ivanti-neurons-itsm
Adrian Moore, Head of IT Customer Support at the University of the West of England, supports 50,000 students and 5,000 staff across a complex mix of professional services, academic researchers, and student devices. In this testimonial, he shares how Ivanti Neurons for ITSM and Ivanti Neurons for ITAM — used together for over a decade — have fundamentally changed how his team delivers IT support.
By integrating AI chatbots, UWE automated the high-volume tasks that were overwhelming their service desk — password and MFA resets alone dropped weekly calls from thousands to around 100 at peak times. With 24/7 AI support handling routine inquiries, the service desk team can now focus on the complex issues that need human expertise.
The result: a shift from a completely reactive service desk to a proactive one, where users get problems fixed quickly and effectively, any time of day.
Key takeaways:
- Ivanti Neurons for ITSM and ITAM work together to manage the full IT estate and support inquiries
- AI chatbots reduced service desk calls from thousands per week to ~100 at peak
- Password and MFA resets are now fully automated
- Users get 24/7 support with faster, more effective resolutions
- The service desk shifted from reactive firefighting to proactive service delivery
Chapters:
0:00 Meet Adrian Moore — IT support at UWE
0:08 The challenge: 50,000 students, 5,000 staff
0:32 Ivanti Neurons for ITSM & ITAM integration
0:49 AI chatbots reduce service desk calls
1:16 Automating password & MFA resets
1:42 From reactive to proactive service desk
Read the full UWE Bristol customer story: https://www.ivanti.com/customers/uwe-bristol
Learn how agentic AI is transforming IT infrastructure and operations: https://www.ivanti.com/blog/how-agentic-ai-is-transforming-infrastructure-and-operations
Join the Ivanti community for more IT service management insights, and let us know in the comments — how is your service desk handling the shift to proactive IT?
Ivanti is a leading enterprise software company that offers a powerful, cloud-based IT and security platform. Our solutions are designed to scale with your business, helping IT and Security teams boost operational efficiency, cut costs and stay ahead of security threats. The Ivanti Neurons platform is cloud-native, providing a unified and reusable foundation for consistent visibility, scalability, and secure delivery. Trusted by over 34,000 customers, including 85 of the Fortune 100, Ivanti empowers organizations to tackle challenges with end-to-end solutions.
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