Our latest global research with IDG shines the spotlight on rightsizing AI for ITSM and ITOM success. Conducted across 14 countries, surveying more than 850 senior IT executives, the report assesses the benefits AI-enabled solutions can deliver. The report also identifies key capabilities those solutions must provide for ITSM and ITOM success.
Respondents expect the service inquiry volume to either hold steady or increase in the coming year.
Say modernizing their ITSM and ITOM capabilities is either critical or very important.
Rate AI solutions as very important or critical to ITSM and ITOM modernization efforts.
Are deploying or exploring AI to augment their ITSM and ITOM modernization efforts.
Explore successful use cases of AI
deployments within ITSM/ITOM
Determine pre-requisites of an
AI Solution for ITSM/ITOM
Discover perceived and actual
benefits of AI powered ITSM
Despite the expected and achieved benefits of AI-powered solutions,
survey respondents cited a variety of challenges.
Here are the top four:
Speed of implementation (40%)
Integration with legacy systems (40%)
Training the AI bots solution (39%)
Overall cost of implementation (38%)