1、ITSM EvolutionAI-Powered TransformationWHITE PAPERENTERPRISE ITThe IT service management(ITSM)industry is currently subject to the biggest change it has experienced in its thirty-plus year history artificial intelligence(AI)-powered transformation.ITSM people,processes,and technology are all affecte

2、d by this AI-powered transformation,from the skills required of ITSM professionals to the capabilities offered by ITSM tools or platforms.Technology change is nothing new.It has long powered businesses and their evolutionfrom the introduction of Mainframes to“personal PCs”to the Internet,mobility,an

3、d the cloud,with corporate ITSM capabilities facilitating the effective use of these technologies.Now,AI is the latest technology transforming how organizations work and the value created for customers.Like digital transformation a decade ago,AI-powered transformation offers multiple dimensions of c

4、hange for your organization,including:The products and services provided to customers,with AI either embedded in their make-up or contributing to their design,development,and deliveryCustomer engagement,including AI-enabled engagement mechanisms and customer insightsCorporate back-office capabilitie

5、s that leverage AI to better enable employees and business operations and outcomes.This crowdsourced paper looks at the latter of these AI-powered transformation opportunities,based on how AI is changing corporate ITSM capabilities and the ability of IT organizations to serve employees better,align

6、with business expectations,and meet customer needs.2ITSM Evolution:3By Charles Araujo,Global Head of Strategy,SymphonyAI Enterprise ITITSM at the What will the future hold?Its a question that we,as humans,are perpetually seeking to answer.Understanding the possibilities of the future,particularly in