AI for Service Management and Optimal Digital Business Processes

Closing the loop between incident acknowledgement and remediation

IT Service Management remains largely a human activity. Workflows can be enforced and collaboration can be enabled, and data and analysis can be recorded. But ultimately, it’s the people that are responding to incidents and fixing problems.

Over the next few years, however, as business processes digitalize, business transactions themselves will increasingly become robotic affairs. That means service management won’t become the bottleneck with the accelerated adoption of AI.

In this study, featuring research from Gartner, Will Cappelli, CTO EMEA and Global VP of Product Strategy at Moogsoft, explains how the impact of AI on the digital workplace will also take place in the world of ITSM.

And it will happen sooner – much sooner.


Gartner is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

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