Every IT manager knows the feeling—you finally clear your inbox, only to get hit with another wave of service requests from employees. From password resets to software access approvals, IT teams are constantly fielding the same types of requests over and over again.
The problem? When everything is handled manually, response times drag, internal support slows down, and IT teams spend more time managing requests than solving real problems.
That’s where AI-powered ITSM solutions make a real difference. Instead of IT teams constantly playing catch-up, AI steps in to handle repetitive requests, prioritize urgent issues, and create a more efficient service desk.
It’s about working smarter, not harder—automating the tedious stuff so IT managers can focus on solving real problems. By automating request handling, prioritizing urgent issues, and enabling self-service IT support, IT managers can reduce backlog, streamline internal operations, and focus on higher-value initiatives.
Let’s dive into the nine most common IT requests from employees—and how AI can help IT teams handle them faster and more efficiently.
The 9 Most Common Employee IT Requests (and How AI Fixes Them)
Employees rely on IT for everything from access approvals to troubleshooting technical issues. Below are the top nine IT requests that flood IT service desks—and how AI-powered automation can streamline them.
1. Password Resets & Account Unlocks
Password-related issues are by far the most frequent IT requests. Employees forget passwords, get locked out after too many failed attempts, or need help resetting multi-factor authentication.
- Why it’s a problem: IT teams spend hours each week manually resetting passwords and unlocking accounts.
- How AI helps: AI-powered self-service portals allow employees to reset passwords securely without IT involvement, reducing ticket volume and improving response times.
2. Software Access Requests
Every team needs access to different applications to do their jobs. Whether it’s a designer requesting a new Adobe license or a marketer needing access to analytics software, these requests pile up fast.
- Why it’s a problem: Traditional approval processes are slow and manual, delaying productivity.
- How AI helps: AI-powered role-based access control (RBAC) automates approvals, ensuring employees get access quickly while maintaining security policies.
3. Hardware & Device Requests
Laptops, monitors, mobile devices—IT teams manage a never-ending flow of hardware requests from new hires, remote employees, and team members needing upgrades.
- Why it’s a problem: Tracking inventory manually and managing hardware assignments is inefficient and prone to errors.
- How AI helps: AI-driven IT asset management keeps track of available devices, automates approval workflows, and ensures requests are triaged to the correct team instantly.
4. Application Troubleshooting & Bug Fixes
Employees frequently run into software glitches, login issues, or performance problems that require IT intervention.
- Why it’s a problem: IT teams spend too much time diagnosing common software issues instead of focusing on long-term fixes.
- How AI helps: AI-powered chatbots and self-service portals guide employees through troubleshooting steps automatically, reducing IT ticket volume.
5. VPN & Remote Access Issues
With hybrid and remote work, employees rely on secure remote access to get their jobs done. But VPN issues, expired credentials, and remote login failures are a constant source of frustration.
- Why it’s a problem: IT teams waste hours resolving access issues that could be automated.
- How AI helps: AI automates VPN setup, streamlines access approvals, and provides step-by-step troubleshooting solutions, reducing IT workload.
6. Network & Connectivity Issues
Slow Wi-Fi, dropped connections, and network outages can bring productivity to a halt.
- Why it’s a problem: IT admins are constantly troubleshooting the same connectivity issues across multiple locations.
- How AI helps: AI-powered network monitoring detects connectivity problems in real time and suggests immediate solutions through self-service portals.
7. IT Security Concerns & Compliance Requests
Employees report phishing emails, unauthorized access attempts, and other security concerns that require IT action.
- Why it’s a problem: Security threats require immediate attention, but IT teams can’t afford to chase down every false alarm manually.
- How AI helps: AI-driven security monitoring flags high-risk incidents, automatically routes them to the correct team, and ensures compliance tracking in real-time.
8. Email & Collaboration Tool Issues
Issues with email access, Slack permissions, and Microsoft Teams connectivity slow down communication and disrupt workflows.
- Why it’s a problem: IT teams handle a steady stream of email configuration requests, access permissions, and troubleshooting tickets.
- How AI helps: AI-powered automation resolves email and collaboration tool issues instantly, reducing downtime and IT workload.
9. Software Updates & Patch Requests
Keeping applications and systems updated is critical for security and performance, but employees often delay updates or require manual intervention to install patches.
- Why it’s a problem: IT teams spend time pushing updates manually, ensuring software is up-to-date and securing endpoints.
- How AI helps: AI automates software update rollouts, ensuring that security patches are applied without disrupting productivity.
How AI-Powered ITSM Automates & Optimizes IT Request Handling
Handling IT requests manually is a time-consuming and repetitive process that often leaves IT teams buried under a growing backlog. From password resets to troubleshooting software issues, IT admins spend a significant amount of time addressing the same types of requests over and over again. AI-powered ITSM solutions change the game by automating these processes, prioritizing urgent issues, and making IT support more efficient.
- Reducing IT Backlog with AI Automation
Instead of IT teams manually triaging every request, AI categorizes and routes requests instantly, ensuring that issues are sent to the right team without delays. This means less time spent sorting through tickets and more time spent on actual problem-solving.
- AI-Powered Self-Service Support
Employees often need quick answers to IT problems that don’t require human intervention—like resetting a password, troubleshooting VPN connectivity, or accessing the right documentation. AI chatbots and self-service portals allow employees to troubleshoot these common issues on their own, reducing the number of repetitive requests IT admins need to handle.
- Optimizing IT Service Workflows
AI-powered analytics provide IT teams with real-time insights into service request trends, resolution times, and potential workflow bottlenecks. By analyzing these patterns, AI can recommend process improvements that reduce inefficiencies and help IT teams operate more effectively.
Siit ensures that service requests from employees are triaged to the correct team instantly, reducing delays and improving IT support efficiency. By integrating with Slack, Microsoft Teams, and Jira, Siit automates IT request handling, eliminating bottlenecks and ensuring faster resolutions for employees.
AI is the Key to Managing IT Service Requests at Scale
IT teams are facing more service requests than ever—but that doesn’t mean they have to get buried in them. AI-powered ITSM automation streamlines request handling, eliminates bottlenecks, and frees up IT teams to focus on more strategic work.
By implementing AI-driven request management, workflow automation, and self-service portals, IT managers can cut down resolution times, reduce employee frustration, and improve IT service efficiency.
Siit provides seamless AI-powered ITSM automation, ensuring that service requests from employees are triaged to the correct team instantly, reducing IT admin workload and improving internal support efficiency. If your IT team is ready to scale operations, reduce service desk bottlenecks, and streamline internal IT support, try Siit for free with a 14-day trial and see AI-powered automation in action.
