AI in ITSM Tools: How Artificial Intelligence is Redefining IT Service Management

Artificial Intelligence (AI) is no longer a distant promise in IT Service Management (ITSM), it’s already reshaping how services are delivered, supported, and optimized. The new PeopleCert report, “AI in ITSM Tools”, explores how AI capabilities are transforming ITSM tools today and what lies ahead for the industry.

Key Themes and Takeaways

The report analyses 66 AI use cases across 20 ITIL practices, identifying several AI “champions” – practices where AI capabilities are already established and delivering value – as well as “underdogs”, where adoption still lags behind

It also features insights and perspectives from the tool vendors who participated in the research, illustrating how organisations are already applying AI to enhance efficiency, service quality, and business value, and what AI means for the ITSM industry.

The report further highlights a shifting landscape for ITSM roles. While AI is currently used to augment human expertise, continued advancements are expected to reshape team structures and staffing models as automation capabilities expand.

Who Should Read This Report

Senior managers and IT leaders – to refine their ITSM and AI adoption strategies by understanding how AI capabilities are shaping the market and influencing operational outcomes.

ITSM practitioners and process owners – to identify practical AI use cases that illustrate how their teams and processes can benefit from AI, and to prepare specific questions for their tool vendors on how these capabilities can support and enhance their ITSM implementations.

Procurement and sourcing specialists – to better understand the value of ITIL accreditation for tool vendors, ensure that AI-related requirements are complete and well represented in their RFPs, and strengthen procurement-based due diligence.

ITSM and ITAM tool vendors – to understand where the market is heading and how to differentiate through AI.