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This article explores the transformative impact of Artificial Intelligence (AI) and Machine Learning (ML) on IT Service Management (ITSM). It discusses the key applications of AI and ML in ITSM processes, including incident management, problem management, change management, and knowledge management. The article highlights the benefits of implementing AI and ML in ITSM, such as improved efficiency, enhanced user experience, reduced Mean Time to Resolution (MTTR), proactive issue prevention, and cost savings. It also addresses the challenges and considerations for Program Managers, including aligning AI initiatives with business objectives, ensuring data quality, and managing change. The article provides best practices for implementing AI and ML in ITSM and discusses future trends and opportunities, such as the integration of AI with other emerging technologies and the evolving role of ITSM in the age of AI.
Mahesh Deshpande (Tue,) studied this question.