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

            Linked In    

Abstract:

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).

Author:

Valerie O'Connell

Other Contributor:

Dennis Drogseth


 




EMA Services

IT Professionals

EMA can help you:

  • Support your decisions
  • Succeed with key projects
  • Align IT with the business

Learn More!

IT Vendors

EMA can help you:

  • Build the right product
  • Reach the right prospects
  • Establish market credibility

Learn More!

EMA Advisory Notes Service

An Affordable Way to Stay on Top of Key Trends & Industry Events

Subscribe now

EMA Premium Research Service

In-Depth Insight into IT Management Benefits, Challenges & Best Practices in the Enterprise

Subscribe now




©1996-2020 Enterprise Management Associates, Inc. All rights reserved.
EMA™, ENTERPRISE MANAGEMENT ASSOCIATES®, and the mobius symbol are registered trademarks or common-law trademarks of Enterprise Management Associates, Inc.
Site Terms & Conditions | Integrity Policy | Site Map | My Account
Hide
Subscribe to EMA RSS Feed
Email
Show