The Future of ITSM: How Automation and AI Bring Productivity Gains
ITProToday, Monday, June 9th, 2025
Here are four strategies for implementing AI into your enterprise IT service management approach.
Rule-based automation has been fundamental to IT service management. However, the integration of artificial intelligence signals a paradigm shift. AI not only enhances productivity but also delivers cost savings that surpass traditional automation. Four strategies that deliver both benefits will help organizations leverage the capabilities of AI and automation within enterprise IT services.
The impact of AI in ITSM is quickly coming into focus. Stanford/MIT researchers found that an AI-powered enterprise IT support tool increased issues resolved per hour by 14% on average, including a 34% improvement for novice and low-skilled workers. Predictive incident management is the set of strategies to find efficiencies through machine learning (ML) and data analytics.