Automation, AI, and Analytics: Reinventing ITSM
EMA research consistently identifies ITSM as a hub of digital transformation and change. What’s new are the ways AI, automation, and predictive analytics are redefining ITSM’s role in business innovation, enterprise services, and organizational reinvention. Although game-changing, these advances are not free of challenge. Technological complexity, functional understanding, budget prioritization, and organizational resistance all exert a drag on adoption.
Part of the challenge comes from confusion around the technologies themselves, since vendors and practitioners use terminology interchangeably for very different functions. EMA conducted global research with 400 executives and ITSM shareholders to provide actionable understanding of the appetite, adoption, maturity, and near-term plans for these technologies and their transformational impact on ITSM.
Providing research findings to benefit organizations of all sizes, this report offers mile markers across a range of topics, including: