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IT automation

Planning for AI in ITSM? Start With the Decisions Ahead
November 2, 2026
Jennifer Wheatley

AI is changing more than service desk workflows. It’s prompting IT leaders to rethink how they manage services and measure success. We explore four trends from Gartner’s Top Trends in AI for ITSM for 2027, with a closer look at what they mean for IT teams and the decisions shaping their next steps.

Don’t Fear the Automation
January 21, 2022
Chrystal Taylor
Automation is often portrayed as a scary thing. Whether it’s artificially intelligent robots conquering the planet or a world where no one can find work because automatons have taken everyone’s…