Generative AI in IT Service Management: Guidance and New Developments in 3Q23

Generative AI in IT Service Management: Guidance and New Developments in 3Q23

This IDC Perspective discusses generative artificial intelligence (GenAI) guidance and specific announcements related to IT service management (ITSM). As organizations increasingly explore GenAI, IT operations is one of the top IT areas where they look for a positive impact. Vendors have announced new early access GenAI functionality for ITSM use cases. IDC has developed guidance for organizations considering GenAI, including key decisions and activities to have in place in order to be prepared to gain from specific use cases. "With high demand for technology support, IT leaders want to save time and improve service. They are looking at GenAI for possible solutions but need to make sure they can trust them to help," said Snow Tempest, research manager for IT Service Management at IDC.

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