Artificial Intelligence-Driven IT Service Management: Automating and Optimizing IT Operations

Abstract

Artificial Intelligence (AI) into IT Service Management (ITSM) to automate and optimize IT operations. As IT environments become increasingly complex, AI-driven solutions offer the potential to enhance efficiency, reduce costs, and improve service quality. This study examines the latest advancements in AI technologies such as natural language processing, machine learning, and predictive analytics, and their applications in ITSM. We investigate AI-powered tools for incident management, problem resolution, change management, and asset management, providing case studies and performance metrics to evaluate their effectiveness. The paper also addresses the challenges of implementing AI in ITSM, including data quality, integration with existing systems, and managing AI-driven decision-making processes. By exploring these dimensions, this research aims to offer strategic insights for IT managers and professionals seeking to leverage AI for superior IT service delivery.