The future of ITSM, as with most technologies, lies with AI. Gartner reports that IT organizations spend 66 percent of their resources on day-to-day operations, in “keeping the lights on” activities. AI in ITSM would bring about automation of mundane work with changes like auto ticket resolution, workload optimization, predictive maintenance, to name a few. The future of ITSM will be heavily influenced by AI with effects reaching across departments, from the management to the agents to the customers.
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