<![CDATA[Enterprise IT service management faces increasing pressure from growing infrastructure complexity, expanding service demands, and user expectations for rapid resolution. This study develops and evaluates the Zero Service Desk framework, a three-pillar model to advance autonomous IT operations by integrating AIOps, conversational artificial intelligence, and intelligent orchestration on the ServiceNow Now Platform. The framework structures autonomous service capabilities into three interconnected pillars: Prevent, Deflect, and Automate. Prevent applies infrastructure observability and machine learning-based event correlation to identify emerging anomalies and address potential incidents before they affect users. Deflect combines natural language processing, virtual agents, knowledge-based assistance, and self-service workflows to resolve user requests without human escalation. Automate employs orchestration and self-healing workflows to execute closed-loop infrastructure remediation with minimal human intervention. These capabilities are coordinated through a MAPE-K feedback architecture that enables continuous monitoring, analysis, planning, execution, and knowledge refinement across operational processes. The framework was implemented through an 18-month, three-phase roadmap consisting of CMDB alignment and observability, AIOps event management and virtual agent deployment, and autonomous remediation with continuous learning. Evaluation of the implementation demonstrated a 42% L0/L1 ticket deflection rate, a 47% reduction in mean time to resolve, 51% automation coverage, and a 60% reduction in human agent workload. SLA compliance increased from 94% to 99%. The findings demonstrate that phased integration of observability, conversational AI, and intelligent orchestration can reduce dependence on human intervention while improving service resolution performance, automation coverage, and operational reliability. The Zero Service Desk framework, therefore, provides a structured pathway toward progressively autonomous enterprise IT service management]]>
