ITSM transformation is moderately exposed to AI disruption. AI can already automate ticket classification, incident routing, and monitoring, and can generate process documentation. However, the essence of ITSM transformation lies in redesigning processes, aligning service delivery with business priorities, and embedding governance models. These areas remain highly dependent on human consultants for stakeholder management and organisational adoption.
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IT Service Management (ITSM) Transformation scores 48, a medium disruption risk. AI can handle ticketing, automation, and reporting, but consultants remain vital for governance, process redesign, and embedding ITSM into the wider organisation. Significant opportunities remain to leverage AI for innovation and differentiation within this category.
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