Artificial Intelligence Takes Center Stage in Organizations' IT Services Management Modernization Strategy
This IDC Perspective delves into the impact of digital transformation on services management and how ITSM is transforming to meet an organization's "business-oriented" service objectives. ITSM solutions are rapidly evolving to effectively broker, integrate, and orchestrate "business-oriented" services that are essential to an organization's DX journey. "Organizations are currently looking at modernizing the way ITSM is currently deployed and are interested in implementing artificial intelligence (AI), machine learning (ML), cognitive, and automation capabilities. This is, however, turning out to be a challenge for IT organizations as they face issues in assessing, implementing, and managing the entire life cycle of ITSM processes," says Sherrel Roche, senior market analyst, IDC Asia/Pacific services research group. "ITSM solution providers and their partners will play a critical role in creating awareness about advancements in the ITSM space and the underlying capabilities on AI- and ML-based automation solutions by developing use cases."
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