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In the first part of 2023, I began investigating the implications of AI for the software industry, IT service management, and society in general. I will continue my research and offer my thoughts on everything interesting and futuristic that I come across. Today, we'll take a look at how AI will affect ITIL and ITSM. It is very likely that the combination of AI and IT service management will enhance service management procedures and spur major industry innovation.

From an ITIL standpoint, the use of AI to service management has enormous promise.

Collecting data about existing services, customer requirements, end-user difficulties, and solutions paves the way for the development of systems that employ AI to improve service design, delivery, and support. AI will help to improve customer experience, align services with company goals, and shift the IT personnel away from monotonous transactional work and towards inventive and creative work.

ITIL 4 assists organisations in defining an overall strategy for implementing AI across many practises. Significantly influencing information security management, knowledge management, measurement and reporting, monitoring and event management, problem management, service design, workforce management, and talent management.

Knowledge base management is a key source of frustration for most ITIL practitioners. We have a consistent practise of documenting and storing known issues, alert and event management documents, FAQs, and their replies. The Knowledge DB, on the other hand, is frequently irrelevant, out-of-date, incomplete, and untrustworthy (many pages with the same name but different content).This is where AI can help by standardising and managing databases with minimal human participation.

We've all seen ChatBots in place to assist end users with known issues or FAQs, where the ChatBot searches a Knowledge base and provides a solution based on prior occurrences, known faults, and knowledge articles. Bots will gradually take over the E2E service desk or help desk experience. To take use of this AI capability, service providers must focus on data collection across the full value chain, including end-user experience and all service management practises.

 The ever-changing demands of the commercial market necessitate that IT Organisations work at a faster pace to achieve business agility.AI has the ability to help organisations comprehend and respond to present service needs, as well as predict future needs, in such settings.AI can be programmed to analyse data, separate important data, find patterns, and take proactive action to solve recognised needs or problems in the value chain.

Management of information security is crucial to business and risk management. AI can be used to discover flaws, identify vulnerabilities, and prioritise human involvement for prevention or resolution.

Using AI, predictive analysis with a 360-degree picture of the customer across all channels of support can help improve service delivery and support while also providing insights for less expensive (in terms of time and resource utilisation) solutions.

High velocity and business agility can be achieved implementing AI in ITSM Practices and value streams . I have mentioned a few possibilities and use cases . Let us all begin learning and coping with AI to harness its full potential and not be outwitted by it .


SAP notes that posts about potential uses of generative AI and large language models are merely the individual poster's ideas and opinions, and do not represent SAP's official position or future development roadmap. SAP has no legal obligation or other commitment to pursue any course of business, or develop or release any functionality, mentioned in any post or related content on this website.