Generative AI in ITSM and ITOps: Current Use and Future Potential
This IDC Market Perspective discusses generative AI in ITSM and ITOps. With all the recent attention to generative AI, enterprises are considering whether and where to apply it in their organizations. One way may be through new features in existing software products. "Vendors in ITSM and ITOps are already applying generative AI to a variety of use cases, predominantly with the aim of improving tool usability, speeding response times, and expanding use cases," said Nancy Gohring, research director, Enterprise System Management Observability and AIOps Software at IDC. "While ensuring human oversight is critical, particularly given the immaturity of the technology, enterprises should seriously consider embracing new offerings as a way to improve efficiencies, among other benefits."
Please Note: Extended description available upon request.
- Executive Snapshot
- New Market Developments and Dynamics
- Current Implementations
- IT Service Management Applications
- Observability Applications
- Internal Use by Vendors
- Potential Future Implementations
- Knowledge Management
- Incident Management and Response
- Suggest Workflow Automations
- Problem Resolution
- Telemetry Management
- Business-Oriented Offerings
- Code Generation
- Advice for the Technology Supplier and IT Leader
- For IT Leaders
- For Technology Suppliers
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- Related Research
- Synopsis
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