To answer this question, Ivanti has identified focus areas in IT service management here. For example, that artificial intelligence will increasingly support ITSM processes.
Machine learning and artificial intelligence (AI) will find their way into ITSM on a large scale in the next five years. Artificially intelligent service management (AISM) will initially supplement traditional service management. Furthermore, automation will free up overburdened IT teams.
Speaking of AI, chatbots and natural language will find their way into IT operations in 2019. They will establish themselves in IT management and ITSM in the medium term.
Already, AI-powered solutions like Alexa are ubiquitous in the private sphere and are raising users' expectations at the professional level.
Via AI technologies in conjunction with automation, IT service management will be able to fill new areas of responsibility in the future.
In recent years, IT operations has already successfully positioned itself as a service-oriented provider of services within the company. IT organizations are now increasingly becoming consultants for the design of operational processes.
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