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:

• Current adoption patterns of automation, AI, and analytics: Buying processes, ownership, best practices, and success rates/factors are presented and correlated where applicable.  
• Use cases: What use cases are most compelling now and in the near future? Who currently owns the budget, headcount, and buying processes – and how is that changing?
• ESM (Enterprise Service Management): What role does ESM play in adoption for both automation and AI/analytics? How extensive is ESM deployment today, and how does it impact the broader organization as well as ITSM?
• Drivers and benefits achieved: Who and what forces are driving adoption and innovation? What are the obstacles and recommendations for moving forward? Is there a difference between anticipated and actual results?