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How AI Is Transforming IT Service Management

Publisher IDC
Published Mar 22, 2025
Length 7 Pages
SKU # IDC19884567

Description

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.

Table of Contents

7 Pages

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

Learn More

Related Research

Synopsis

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