By Luciano Costa, co-founder of Setrion and Milldesk Help Desk Software
The adoption of intelligent automation on IT Service Management (ITSM) platforms is transforming how Brazilian companies manage their service desks. Driven by the need for agility and efficiency, organizations across various sectors are migrating to cloud (SaaS) solutions that incorporate automated workflows.
And the timing is opportune: the global market for intelligent IT service management tools projects an annual growth of 9.4% until 2028, driven by the increase in ticket volume, hybrid work, and pressure for cost reduction and better user experience. In Brazil, this trend gains strength with practically 97% of IT executives planning to enhance their ITSM processes in the coming year, and workflow automation appears among the main initiatives in this regard. There is a clear movement towards more agile, proactive, and strategic service desks, leveraged by automation technologies – without relying on direct mentions of artificial intelligence – and by the rapid dissemination of SaaS platforms in the country.
Automation for faster and more accurate response
In traditional models, the service center operated mostly reactively – an incident occurred, a ticket was opened manually, and then the problem was forwarded. Today, with the support of automation, this cycle has become much more dynamic. Monitoring systems integrated with ITSM can detect failures and open tickets automatically, already assigning each incident to the right specialist for resolution.
This eliminates delays in initial triage and ensures that critical problems are addressed immediately, often even before users notice them. Similarly, routine service requests are distributed and prioritized automatically, taking into account the urgency and complexity of each request – which accelerates responses and improves SLA (service level agreement) compliance.
Industry analysts point out that IT automation has already become a strategic priority in modern organizations. This gain in speed and precision in service is vital in a scenario where interruptions can mean significant financial and operational losses. Every minute counts, and well-designed automated flows ensure that no urgent call is forgotten in the queue.
Another important point of intelligent automation is the drastic reduction of repetitive calls. Routine tasks – such as password reset, VPN access authorization, or clarification of frequent doubts – can now be resolved without direct human intervention. Many companies have implemented self-service portals and intelligent knowledge bases, where users find step-by-step solutions or interact with chatbots and automated scripts. This is reflected in the indicators: in environments that adopted automation in support, a consistent reduction in duplicate tickets is observed, for example, alleviating the first-level workload.
Service desk as a strategic center
By eliminating repetitive manual tasks and accelerating response times, IT leaders are repositioning the service desk as a strategic area within the organization. Automated and “intelligent” technical support begins to focus not only on putting out fires but on preventing problems and adding value to the business.
Data analysis tools and continuous monitoring allow for identifying failure patterns, anticipating bottlenecks, and performing proactive maintenance. Thus, IT ceases to act only reactively and assumes the role of guardian of operational continuity.
The experience of internal employees themselves improves significantly: with faster, multi-channel, and personalized service – enabled by system integrations and automated flows, employees can resolve their IT demands without frustration, keeping their productivity high.
This has direct impacts on organizational indicators – less downtime means fewer interruptions in business activities, and efficient support increases internal user satisfaction, even contributing to talent retention and the image of IT among stakeholders. An intelligent Service Desk generates value for the organization as a whole, ensuring continuity and reliability in IT services – fundamental elements for any digital transformation initiative.
Ultimately, the support area ceases to be seen as a “ticket extinguisher” cost center and begins to act as an innovation agent, providing insights (via ticket data) for process improvements and aligning itself with business strategies.
Betting on service desk automation is not just about improving a department, but rather strengthening the entire organization for the challenges of the digital economy. And Brazilian managers increasingly see this reality: intelligent service desks, supported by process automation, cease to be a technological luxury to become an indispensable strategic pillar for the success and continuous innovation of companies.
