From Blueprint to Flight: Guiding Your First Generative AI Project - Revolutionizing Service Desk Operations

Abstract

Abstract The main objective of this study is to investigate the strategic incorporation of Generative AI into service desk operations from initiation to execution, and its impact on productivity, customer satisfaction, and efficiency. This study used a phenomenological approach to capture the experiences of employees and uncover insights into the transformative capabilities of GAI within organizational frameworks. The findings revealed the successful integration of GAI, which enhanced the service desk operations. This study identified key steps from market study insights into user-centric adoption that contributed to overall success. Despite acknowledging these limitations, this study provides practical implications for organizations seeking strategic GAI integration. The outlined steps, derived from real-world experience, provide a practical roadmap for organizations to improve their service desk operations and achieve their strategic objectives. The value of this research extends to organizations that consider or adopt Generative AI within their service desk operations.