LATEST INTELLIGENCE
AUTOMATION, AI, AND
ANALYTICS: REINVENTING ITSM
BOTH WHITEPAPERS
PRESENTED BY
Download whitepaper here
E
xecutive Introduction EMA research
consistently tracks IT service management
(ITSM) as a hub of digital transformation
and change. What’s new are the ways artificial
intelligence (AI), automation, and analytics are
redefining ITSM’s role in business innovation,
services, and organizational reinvention. Although
potentially game-changing, these advances are not
challenge-free. Technological complexity, functional
understanding, resource allocation, and simple
resistance to change all exert a drag on adoption.
Part of the challenge comes from confusion around the
technologies themselves, since vendors and practitioners
often use terminology at will for very different functions.
Automation: Service organizations look for ways
to exploit the value of AI bots, virtual agents, and
a range of analytics-driven automation within the
context of existing investments in ITSM platforms,
14
INTELLIGENTCIO
systems, workflows, IT processes, and automations
already in place.
AI and analytics: The broad scope of AI crosses
topics such as virtual agent bot-like automation,
AIOps, machine learning (ML), predictive advice, and
big data lakes. Without a clear understanding and
adoption path, ITSM teams are often too reluctant to
trust and maximize the potential of AI. EMA designed
this research, “Automation, AI, and Analytics:
Reinventing ITSM,” to investigate the relationships
between the near-universal business demands of
digital transformation and the wealth of enabling
technologies as they converge on the widening
discipline of ITSM. Starting with the service desk as
a central point of departure, the research took a use-
case look at the state of AI and predictive analytics
advances applied to incident and request service,
problem resolution, support automation, and broader
levels of enterprise service management (ESM). n
www.intelligentcio.com