The Transformative Role of AI in IT Service Management

It’s no surprise that the IT sector — an industry well-versed in adopting and understanding new technologies — is also facing disruption from the latest AI innovations. AI’s ability to automate processes such as information retrieval and accelerate search and response times has led 80% of company leaders to view Generative AI as a core lever for reinvention. So how can companies integrate AI in IT service management? Keep reading to discover the three must-have use cases, the benefits teams can expect, and how to navigate potential challenges. Understanding AI in IT Service Management To understand the full potential of AI in IT service management, we must first understand the various terms and technologies associated with this topic. AI Hallucination: A hallucination happens when a Large Language Model generates outputs that are inaccurate or that aren’t based on the input data.