target audience: TECH SUPPLIER Publication date: Apr 2024 - Document type: Market Presentation - Doc Document number: # US51673624
Market Insights: Generative AI in ITSM and ESM
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Abstract
This IDC Market Presentation presents findings from IDC's central research on technology leaders' generative AI (GenAI) plans, focusing on implications for the IT service management (ITSM) and enterprise service management (ERM) market. Technology leaders plan to implement GenAI and see many benefits, but they also have specific concerns that they look to vendors and partners to address. "Technology leaders expect GenAI to have a significant effect on IT service and operations, process and task automation generally, and employee engagement, and they look for guidance with implementation," said Snow Tempest, research manager for IT Service Management at IDC.