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Gartner®: Market Guide for AI Applications in ITSM “Market Guide for Artificial Intelligence Applications in IT Service Management”

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Identify high-value GenAI tools and use cases for your organization

The latest artificial intelligence tools for ITSM can help teams identify and resolve issues faster, work more efficiently, improve employee experience, and reduce costs. In this report, Gartner offers guidance for navigating this growing market to provide the AI and GenAI capabilities your organization needs now. Topics include:

  • Standard capabilities and key differentiators for AI-powered ITSM offerings
  • Current trends in technology innovation and product focus
  • Use cases and Representative Vendors to inform your evaluation process

Make the right investment for your business. Read the report now.

Gartner, Market Guide for Artificial Intelligence Applications in IT Service Management, By Chris Matchett, Rich Doheny, Chris Laske, Mark Cleary, 13 December 2023.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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