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This chapter explores the future of AI in IT Service Management (ITSM), focusing on emerging trends such as Agentic AI, ServiceNow’s Large Language Model (LLM), and strategic platform collaborations. It examines how autonomous agents, predictive analytics, and generative capabilities will transform IT operations from reactive management to intelligent, self-healing systems. With practical insights for IT managers, it emphasizes the importance of organizational readiness, process redesign, and governance to harness these innovations responsibly. By preparing today, IT leaders can position their organizations to thrive in an AI-driven ITSM landscape and translate technological advancements into sustainable business value.

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Future Trends in AI and ITSM: Preparing for Tomorrow’s Advancements

  • 章节

  • 发表日期：

    2025年

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  • Saaniya Chugh

摘要

This chapter explores the future of AI in IT Service Management (ITSM), focusing on emerging trends such as Agentic AI, ServiceNow’s Large Language Model (LLM), and strategic platform collaborations. It examines how autonomous agents, predictive analytics, and generative capabilities will transform IT operations from reactive management to intelligent, self-healing systems. With practical insights for IT managers, it emphasizes the importance of organizational readiness, process redesign, and governance to harness these innovations responsibly. By preparing today, IT leaders can position their organizations to thrive in an AI-driven ITSM landscape and translate technological advancements into sustainable business value.