The escalating integration of AI technologies in ITSM heralds a transformative era, promising to redefine the operational frameworks and strategic outlook of organisations worldwide. This research paper explores the evolving landscape of ITSM in the context of AI-driven innovations, assessing how these technologies are reshaping service delivery and how organisations are coming to terms with the changes that AI will bring. The scope of this research encompasses a comprehensive examination of AI’s impact on ITSM right now, focusing on both the opportunities and challenges it presents. Our objective is to provide IT professionals and organisational leaders with insightful analysis and actionable recommendations on leveraging AI to enhance ITSM effectiveness and efficiency.

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