ITIL 4 and artificial intelligence

Incident management, IT service management (ITSM), ITIL, Knowledge management, Learning, Service management

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ITIL 4 supports the development of an overall strategy for using AI across ITIL practices, bringing advantages in: information security management, knowledge management and others.

In this white paper, the advancements of artificial intelligence are explored, along with its current adoption in ITSM and its potential for the future.

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Comments

16 Jul 2019 Carlos Augsuto Ozorio

I believe that AI (Artificial Intelligence) and RPA (Robotic Process Automation) together have an enormous potential to solve ITSM (Information Technology Service Management) daily task such as open tickets (BOT), propose solutions based on previous tickets, give Insights to where our attention should focus, prevent major Incidents and much more. We also need to find a way to keep the CMDB (Configuration Management Data Based) updated at all times, maybe we can use all this new technology to do so.

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ITIL 4 and artificial intelligence White Paper

Comments