Webinar recording: Smarter service management with ITSM tools

9/11/2025

4 minutes

Veronika Galíková

What happens when HelpDesk, Knowledge Base, and Easy AI work together? Watch the webinar recording to see how Easy Redmine brings these three tools into one intelligent flow that saves time, improves accuracy and keeps your support teams ahead.

Table of contents

HelpDesk + Knowledge Base + Easy AI = ITSM synergy
3 tools for smarter service management:
1. HelpDesk
2. Knowledge Base
3. Easy AI
AI-powered ITSM

TL;DR

Easy Redmine combines HelpDesk, Knowledge Base and Easy AI into one intelligent ITSM solution that makes support faster, smarter and more reliable.

HelpDesk + Knowledge Base + Easy AI = ITSM synergy

Service management has always been about people, processes and tools. But now, with the integration of HelpDesk, Knowledge Base and Easy AI, Easy Redmine takes it one step further – combining everything you need into one efficient, intelligent flow.

To see this workflow in action with the Collections that serve as the knowledge backbone behind AI Assistants, I recommend watching the entire webinar recording featuring our senior consultants.

Too busy to watch the video? Continue reading to discover the most valuable insights!

3 tools for smarter service management:

1. HelpDesk

The foundation of smart service management is a centralised HelpDesk tool. Easy Redmine's HelpDesk offers everything from ticket tracking, SLA monitoring to custom dashboards, suitable for both internal and external support.

But the real game-changer is HelpDesk Premium, where AI-powered HelpDesk Assistant becomes your teammate. With the HelpDesk Assistant, customer care can:

Generate full ticket responses with a single click
Pull relevant information from ticket details, images, and company data
Automatically update status, assign users and send replies

The HelpDesk Assistant isn't just fast – it's based on your own company know-how, so replies stay accurate, consistent and aligned with your processes.

HelpDesk with HelpDesk Assistant makes HelpDesk Premium

2. Knowledge Base

Too often, knowledge stays trapped in employees' heads. Easy Redmine’s Knowledge Base helps you organise and share it:

Create structured manuals, policies and how-to guides
Categorise by team, topic and technology
Use approval workflows and version control
Display articles right in dashboards or ticket views

Beyond documentation, the Knowledge Base powers your AI. The Knowledge Assistant by Easy AI can respond to complex user questions in seconds – based on real data and information from your organisation.

3. Easy AI

Smart ITSM doesn’t stop at support. The new Easy AI Basic package, included in the Business plan, gives every user access to AI tools that save time:

AI Task Summary – instantly summarise long task descriptions
Write Assistant – improve or translate texts on the fly
AI Project Status – get automated project status reports
AI Project Planner – create projects from PDF documents
Knowledge Assistant Lite – general answers even without internal data

All in all, Easy AI helps you spend less time on repetitive work – and more on what matters.

Easy AI structure with AI-powered Assistants

Easy AI structure of AI Assistants

AI-powered ITSM

The synergy of HelpDesk, Knowledge Base and Easy AI leads to faster ticket resolution, consistent responses and reduced workload for support teams. At the same time, it turns company knowledge into a practical asset – easily searchable, always up to date, and accessible to everyone who needs it.

When a ticket comes in, the Help Desk Assistant generates a response using data from Collections, which are built from your Knowledge Base, past tickets, documents and web content. The Knowledge Assistant delivers fast, reliable answers – making this a true service management flow powered by real data and practical tools.

What makes this cooperation truly unique is that it’s not just about workflow automation – it’s about using context from your own company data, intelligently applied by Easy AI. Try Easy Redmine as an ITSM solution for free!

Frequently asked questions

A Service Level Agreement (SLA) in IT Service Management (ITSM) is a documented contract between an IT service provider and a customer (which can be internal or external) that clearly defines the expected level of service, including the scope, quality, and timeliness of service delivery.

An SLA in ITSM is a critical agreement that defines, measures, and enforces the quality and reliability of IT services, ensuring alignment between IT capabilities and business needs while fostering transparency, accountability, and trust.

An example of ITSM in a real-world scenario is the use of ITSM frameworks and tools in healthcare, finance, retail, and education to improve IT service delivery and operational efficiency.

For instance, in healthcare, a large hospital system using ITIL Incident Management sets up a centralized IT service desk for doctors and nurses to report IT issues. When electronic health records (EHR) systems crash, the incident team prioritizes and resolves these quickly, reducing downtime and improving patient safety by ensuring critical applications remain accessible.

All in all, ITSM is applied to handle incidents, manage problems, automate workflows, and continuously improve IT services to meet business goals across industries.

IT Service Management (ITSM) is not outdated, but it is evolving and adapting to modern technological and business needs.

ITSM as a discipline is still highly relevant and needed in the modern digital era. Some legacy ITSM tools and traditional methods may be outdated and need modernization.

Modern ITSM frameworks and solutions are evolving to better support innovation, agility, and integration with new technologies. Therefore, ITSM is not outdated, but organizations must modernize their ITSM practices and tools to stay effective and competitive.

While AI will undoubtedly transform help desk operations by automating routine tasks and improving efficiency, it is unlikely to fully replace human agents in the foreseeable future. Instead, it will augment their capabilities, allowing them to focus on more complex and rewarding aspects of customer service.

The future will likely see a collaborative model where AI and humans work together to provide optimal support solutions.

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