Artificial intelligence (AI) is an enabler of specific use cases in IT service management (ITSM). These include generative AI (GenAI)-enabled opportunities that have recently emerged and are of heightened interest to I&O leaders. This research gives an overview of AI use cases in the IT service desk. The Use-Case Assessment ranks each of the 18 use cases outlined in this report against its business value and feasibility (see Figure 1). The pipeline (see Figure 4) shows how those use cases are distributed across the context, advice and action stages of application of AI in ITSM.