Remember'Jarvis' from Iron Man or'Irona,' the Robot Maid from Richie Rich? Well, if you do, then you already had a glimpse of the shrewd adroitness of Artificial Intelligence (AI). Artificial Intelligence or, what we call machine intelligence is all set to create an unprecedented phenomenon shortly. The rate of its progression has been swift, dramatic and very real, and as Elon Musk said: "It is capable of vastly more than anyone knows and the rate of improvement is exponential." Artificial Intelligence in the realm of IT, has a vast potential in developing and transforming the IT Service Management (ITSM).

I have previously argued that ITIL has difficulties keeping up with the new iterative, Agile development methodologies that are transforming IT departments. That is not the only problem ITIL faces – arguably an even bigger issue is'Lack of success' from a maturity standpoint. According to Gartner, Overall, IT vendor management maturity for the approximate 1,000 assessments conducted since September 2010 is at a Level 2.4 (repeatable)" out of a scale of five[1]. This is after 30 years of ITIL, millions of certified practitioners, 100s of certified ITSM solutions, and countless consulting organizations with practices around ITIL. While there are numerous reasons for lack of success and suggestions for improvements, they all tend to go back to project or program management, executive sponsorship and ongoing measurement.