June 2025

  In our previous post, we highlighted the transformative power of Artificial Intelligence (AI) in IT Service Management (ITSM), exploring the compelling benefits as well as the hidden complexities and risks associated with AI implementation. As organisations increasingly integrate AI-driven solutions such as predictive maintenance, incident management automation, and self-service […]

  Artificial Intelligence (AI) is rapidly reshaping IT Service Management (ITSM), bringing transformational opportunities that promise significant operational advancements. CIOs and CTOs are increasingly drawn to AI’s potential to optimise efficiency, enhance user experience, and provide proactive support capabilities. Prominent examples include AI-driven incident management, predictive maintenance, and innovative self-service

  On 6 June 2025, ServiceNow released Now Assist for IT Service Management, its first attempt at embedding generative AI directly into standard ITSM workflows. Rather than a radical reinvention, this tool takes familiar modules—incidents, problems, changes—and layers on AI-driven summaries, suggestions and draft automations.   Core capabilities   Incident