Why service management success needs the right approach to AI and people

The landscape of IT service management (ITSM) is evolving, driven by corporate strategies and the integration of artificial intelligence (AI). This shift, emphasizing “better, faster, cheaper” operations, relies on AI-enabled capabilities with machine learning and natural language understanding. While attention often focuses on the technological prospects, this whitepaper explores the critical yet overlooked dimension—the impact on people. By examining how AI adoption affects different groups, it provides valuable insights to navigate associated people implications for a successful AI integration journey in service management.