Artificial Intelligence and IT Service Management

Not just the stuff of sci-fi films anymore, AI is transforming technology in people’s daily lives.

Artificial Intelligence and IT Service Management

As AI transforms the workplace, IT Service Management will both enable this process as well as be transformed itself through the new efficiencies coming in.


Not just the stuff of sci-fi films anymore, AI is transforming technology in people’s daily lives, Amazon’s Alexa and AmazonGo being important examples. According to a Gartner report, there are three key requirements that define AI:

  1. It needs to be able to adapt its behavior based on experience.

  2. It needs to be able to learn without being solely dependent on human instructions.

  3. It needs to be able to come up with unanticipated results.

Based on these criteria, the AI that we deal with regularly, like Siri and Alexa, are examples of ‘weak AI’, as they are built to accomplish very specific tasks. ‘Strong AI’ or ‘General AI’, which is the end game, is still a distant dream.

Nonetheless, weak (or narrow) AI by itself packs in enough exciting potential to revolutionize the workplace. The opportunities it presents can, however, be squandered if its deployment is done without proper human governance. This governance will largely fall into the hands of corporate IT Service Management (ITSM) teams.

AI’s role in the ITSM revolution

At the same time, AI has the potential to transform ITSM too, allowing staff to delegate mundane tasks to AI software and focus on more strategic issues. A learning, conversational AI experience will be critical for AI technology to succeed, and will revolutionize ITSM in the following key ways:

  1. An AI-automated front line

Currently, risk and uncertainty is rife in old-style self-service portals, making companies reluctant to divert their human ITSM frontline resources away from basic phone handling. AI-enabled chatbots can help develop automated ITSM solutions that are better at customer query interpretation, assistance without human intervention and providing a personalized end-user experience.


  1. Operational Efficiency
    Good ITSM operates many vital ‘back-end’ processes like incident management and change management that keep IT systems running. AI can not only make this process more efficient – for instance, when connected to IoT devices it can be notified instantly if a smart device starts malfunctioning, without the end-user having to report it – but also make business aware of ITSM’s important place as an enabler.


  1. All knowing AI
    AI-powered ITSM can efficiently handle large volumes of data and decipher patterns, resulting in real-time insights, predictions of problems and recommendations to fix them. Plus, it can source answers to difficult queries from across the Internet as well as pool data from multiple organizations to provide better solutions.


Ultimately, humans will remain vital for delivering AI-enhanced IT services. AI’s rapid evolution will allow it to work alongside humans to create a more efficient workplace. It will also allow IT staff to become business enablers and productivity transformers, while technology does the heavy lifting.

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