Artificial intelligence (AI), automation and analytics are redefining ITSM’s role in business innovation, services, and organizational reinvention. Though these advances are potentially game-changing, they are not without their challenges. From functional understanding to technological complexity and from resource allocation to simple change aversion, many factors can interfere with adoption.
EMA recently conducted research to investigate the relationships between the demands of digital transformation and the many enabling technologies that are converging on the expanding discipline of ITSM. The firm looked at use cases for how AI and predictive analytics are being applied to incident and request service, problem resolution, support automation and broader levels of enterprise service management (ESM).
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