Buyer's Handbook: Explore artificial intelligence in ITSM and the tool options Article 1 of 5

Find the right AI-based tool to enhance and streamline ITSM

As users expect faster resolutions to their issues, IT service management must keep up -- even in cases of limited IT budget and staff.

The introduction of artificial intelligence in ITSM platforms is one major step to address this. AI technology interprets and analyzes large data sets to emulate human knowledge and enhance human resources. While IT teams should not view AI as a replacement for human judgement and expertise, it can streamline myriad operations tasks, including incident routing, intelligent alerting and reporting, predictive analytics and on-demand self-service.

But before buyers make the leap, they must determine if they would directly benefit from artificial intelligence in ITSM. Companies must already have solid ITSM systems in place, as well as a well-maintained configuration management database. They must also be able to pinpoint what they will gain from artificial intelligence in ITSM. Do they aim to free admins from tedious and repetitive work? Do they want to respond to incidents faster and more efficiently? Organizations must also evaluate if they have the necessary in-house skills, such as process design and value stream mapping, to support an AI platform.

AI-enabled ITSM capabilities are available in three buying options -- as a stand-alone product, integrated into a broader ITSM tool or as a separate module. The market for AI-based ITSM tools is complex and constantly growing. The options vary widely in their targeted uses, licensing models and AI-driven features, such as chatbots, virtual agents, reporting, alerting, natural language processing and natural language understanding.

This buyer's guide will help readers determine if their ITSM processes are, in fact, AI-ready; make a business case for AI-based ITSM; and choose the best AI tool or platform based on their organization's requirements.