The IT service management (ITSM) industry is undergoing its most significant transformation in over 30 years—driven by AI. This shift impacts people, processes, and technologies, reshaping everything from professional skill sets to the tools used. Like past waves of innovation (cloud, mobility, Internet), AI is redefining service delivery, customer engagement, and internal operations. The paper focuses on AI’s role in enhancing ITSM’s ability to support employees, align with business needs, and deliver customer value—marking a pivotal evolution in enterprise IT.

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