The accelerated digitalization process has exposed the inadequacy of traditional tool-based IT support. In response, generative chatbots powered by large language models have emerged as a potential solution, although their actual effectiveness remains under debate. This study assessed their impact on ITSM platforms in terms of response time reduction, accuracy, and user satisfaction. A systematic review was conducted following the PRISMA 2020 guidelines, covering studies published between 2021 and 2025 in Scopus, SpringerLink, and Google Scholar. The search strategy incorporated the Boolean operator AND to combine keywords such as chatbot, conversational agent, customer support, customer service, service management systems, virtual assistants, intelligent chatbots, ITSM, operational efficiency, and productivity. Fourteen articles met the eligibility criteria. The analysis showed that cha...