The SymphonyAI Summit white paper highlights how AI and automation enhance IT service management by reducing repetitive tasks, improving speed, and boosting efficiency. Key use cases include chatbots for self-service, instant updates, 24/7 coverage, and intelligent ticket triage, freeing agents for complex issues. AI also helps capture and correlate knowledge, improving problem management and proactive resolution. Beyond ITSM, applications extend to software testing with automated ML-driven tests and cybersecurity threat detection. Success depends on governance, quality data, strong design, and organizational change management. To prepare, firms must define business cases, refine processes, and map value streams.

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