Rethinking service management: how AI is driving the next ITSM evolution

Top takeaways

1. AI in ITSM is truly transformative now
   AI’s rise—especially post-ChatGPT—has shifted ITSM from hype to real, practical change.

2. Shift from processes to outcomes
   AI enables flexible workflows focused on solving user problems, not just closing tickets.

3. AI augments, not replaces, IT teams
   It handles routine tasks, freeing staff for strategic, high-value work.

4. Self-service gets user-centric
   AI-powered virtual agents embedded in everyday tools create seamless, helpful experiences.

5. Start smart with a clear AI strategy
   Focus on solving real problems, align AI with business goals, and measure user-focused outcomes.

Why AI in ITSM is different this time

As someone who’s spent years in the trenches of enterprise IT and digital transformation, I’ve seen a lot of hype cycles. But what we’re witnessing now with AI—especially its application to IT Service Management (ITSM)—is different. The conversation is finally moving past the noise and into something far more consequential: practical, transformative change.

Enterprise IT teams are standing at a pivotal moment. We’re being asked to re-evaluate traditional processes that have long defined service delivery and reimagine what’s possible. It’s no longer theoretical—it’s actionable.

That’s why I was honored to join Doug Tedder and Stephen Mann for a recent AI-focused panel discussion. Together, we explored where AI in ITSM is headed, why it matters, and what IT leaders can do right now to stay ahead. Watch the full webinar here.

The ITSM revolution: is it finally here?

Let’s be honest: if you’ve been around IT long enough, you’ve seen your fair share of so-called “ITSM revolutions.” Most fizzle out. But this time feels different. And it’s not just the tech—it’s the timing.

Stephen Mann made a great point during our discussion: AI went mainstream with the release of ChatGPT in 2023. It wasn’t just another backend tool anymore—it became real, accessible, conversational. That changed everything. The visibility and excitement it brought has given ITSM leaders the tools—and the momentum—to drive real transformation.

Doug Tedder summed it up perfectly: “AI isn’t the magic wand. But it is the wake-up call.” That wake-up call is exposing all the outdated, manual, and brittle processes we’ve accepted for too long. Now we finally have a way to reimagine them.

From process-centric to outcome-centric

One of the strongest takeaways from the panel: our legacy approach to service management has always been process-first. From ticket routing to change approvals, we built structures around process instead of outcomes.

But AI flips that model.

With the rise of agentic AI and natural language processing, we’re moving toward dynamic, intelligent workflows that adapt in real time—driven by context, not code. That means we can deliver the actual outcomes users care about, faster and with fewer interruptions.

AI as a force multiplier, not a replacement

One thing I wanted to be crystal clear about in the discussion: AI isn’t coming for your job—but it is going to change it.

Some entry-level, repetitive tasks? Sure, those may shift. But this is our opportunity to focus on what humans do best—empathy, strategy, complex problem-solving. AI will augment your team, not replace it.

We’re seeing this play out already:

• AI copilots summarizing ticket histories and resolutions.

• Predictive analytics routing incidents based on past patterns.

• Natural language interfaces helping users explain issues in their own words and getting immediate solutions.

• Agentic AI resolving issues autonomously.

The net effect? IT teams get more time to focus on higher-value work—like prevention, governance, security, and innovation.

In fact, organizations using SymphonyAI’s ITSM capabilities are already reporting up to 50% faster service request resolution—and better end-user satisfaction.

Self-service is finally working (when done right)

Let’s be honest again: self-service portals have often failed because they were built for IT, not users.

Stephen Mann nailed it when he said, “We built them for us, not for them.”

AI changes that dynamic. When you embed AI-powered virtual agents into tools employees already use—Teams, Slack, etc.—you meet them in the flow of work. Pair that with intelligent knowledge management that evolves over time, and you’ve got real enablement.

The shift is clear: Self-service is no longer about deflection. It’s about creating frictionless, empowering experiences.

Quick tip: Audit your self-service strategy. Are you embedding support into the tools your users live in every day? That’s table stakes now.

Ready to start? Here’s your 3-part launch plan

For those ready to move from insight to action, Doug and Stephen shared a solid 3-step plan I fully endorse:

1. Define the Right Problem
   Don’t start with, “What can AI do?” Instead, ask where your current service model causes friction—and how intelligent automation can solve it. Start with pain points in the user experience.

2. Build an AI Strategy, Not Just Use Cases
   AI isn’t a bolt-on feature. You need an intentional strategy that aligns with your enterprise architecture and digital transformation goals.

3. Focus on Outcomes Over Activities
   Ticket volume and MTTR aren’t enough anymore. Leading organizations are shifting to metrics based on trust, value, and experience—like productivity, satisfaction, and agility.

One more thing: AI will also force you to become a better data steward. Clean, accessible, well-structured data isn’t a “nice-to-have.” It’s the foundation of every successful AI initiative.

Why this matters for CIOs, ITSM leaders, and Ops executives

This moment matters.

It’s not just about doing more with less. It’s about becoming more agile, more user-centric, and more resilient in the face of complexity.

• CIOs and CTOs: You can now scale IT operations without scaling headcount.

• Ops leaders: You have the opportunity to shift from reactive to proactive, automating L1 tasks and preventing issues before they escalate.

• ITSM managers: You can deliver the consumer-grade experiences your users expect—and streamline high-touch processes.

The takeaway is this: Organizations that treat AI not as a trend but as a true inflection point will define what enterprise-class service looks like in the AI era.

Let’s make sure we’re among them.