LATEST INTELLIGENCE
AUTOMATION, AI, AND ANALYTICS:
REINVENTING ITSM
PRESENTED BY
Download whitepaper here
E
MA 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
organisational 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
www.intelligentcio.com
practitioners often use terminology at will for very
different functions.
Automation: Service organisations 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,
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 maximise the potential of AI. n
INTELLIGENTCIO
19