Most I&O leaders are moving fast to layer AI onto ITSM, but weak data, fragmented processes, and workforce gaps put ROI at risk.

This report from Gartner^® shows how to align ITSM to business outcomes, strengthen foundational practices, and govern automation and agentic AI deliberately.

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Gartner^®, Gartner’s ITSM Modernization Guide for AI Adoption, Chris Laske, Rich Doheny, 5 June 2026.

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