This IDC Perspective discusses how AI is transforming IT service management (ITSM). Available features incorporating AI in ITSM can offer faster and more consistent services, improve efficiency, and allow humans to focus on more sensitive or advanced work. These new technology developments are shifting employee engagement with service teams, as well as creating new needs and opportunities for processes and personnel within IT."Organizations see opportunities in AI for IT service and other service teams and are considering how to invest in accordance with their organizations' broader goals and guidelines," says Snow Tempest, research manager for IT service management at IDC.
Executive Snapshot
Situation Overview
Overview
Employee Service
Technician Assistance
Incident Management
Knowledge, Asset, and Configuration Management
Training and Career Development Needs
Top Investment Priorities
Best Practices
Advice for the Technology Buyer
For the IT Service Management Software Provider
IDC's Point of View
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Related Research
Synopsis
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