CIOs Leveraging AI and Machine Learning For ITSM Goals - Datamation

For the past decade, many IT departments have been on the defensive trying to keep pace with escalating end-user demands and competitive pressures. The emergence of'shadow IT' as a major force within many enterprises raised questions about the role of IT in a cloud-first world. Now, enlightened CIOs are exploring ways to employ artificial intelligence (AI) and machine learning (ML) to actively engage their IT teams as key players in the rapidly evolving digital transformation efforts within their organizations. A growing number of IT departments have recognized that they have been unable to satisfy the rising expectations of end-users and corporate executives because they failed to successfully adopt IT service management (ITSM) tools and best practices in the past. This failure not only resulted in inconsistent processes, but also the inability to collect and act on timely data in an effective fashion.