Craig Freeman

The Role of Automation and AI In IT Service Management

As businesses increasingly turn to Artificial Intelligence (AI) and automation to enhance their IT Service Management (ITSM), a shift from reactive to proactive approaches is emerging. AI tools and agentic methods are capable of learning from past data, adapting in real-time, and continuously improving ITSM processes. These systems not only address issues as they arise but also predict and prevent problems before they disrupt operations.