White Paper
Automation, AI, and Analytics: Reinventing ITSM
Date: 06/18/2019 Length: 16 Cost: $99.00

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EMA research consistently tracks IT service management (ITSM) as a hub of digital transformation and change. What’s new are the ways artificial intelligence (AI), automation, and analytics are redefining ITSM’s role in business innovation, services, and organizational reinvention. Although potentially game-changing, these advances are not challenge-free. Technological complexity, functional understanding, resource allocation, and simple resistance to change all exert drag on adoption.

EMA designed this research, “Automation, AI, and Analytics: Reinventing ITSM,” to investigate the relationships between the near-universal business demands of digital transformation and the wealth of enabling technologies as they converge on the widening discipline of ITSM. Starting with the service desk as a central point of departure, the research took a use-case look at the state of AI and predictive analytics advances applied to incident and request service, problem resolution, support automation, and broader levels of enterprise service management (ESM).


Valerie O'Connell

Other Contributor:

Dennis Drogseth


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