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

Publisher IDC
Published Sep 28, 2023
Length 7 Pages
SKU # IDC18202369

Description

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.

Please Note: Extended description available upon request.

Table of Contents

7 Pages
Executive Snapshot
Situation Overview
Overview
Things to Consider When Looking at GenAI
Recent Announcements
Advice for the Technology Buyer
For the IT Service Management Software Vendor
Learn More
Related Research
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