Abstract:

The advent of Artificial Intelligence is documented to have emanated from machine learning inventions. Artificial intelligence (AI) is the simulation of human intelligence in machines, teaching a computer to think, learn and perform tasks like a human.

Some IT Service management vendors (ITSM) have started incorporating the added value of AI within their ITSM solutions. Even though the value of such initiatives is not well documented, there has been a lot of promising data that points to continued roll out of ITSM solutions integrated with AI.

With little research currently being done on the Configuration Management Database (CMDB) process both within academia and industry, this article strives to address that existing gap in new knowledge especially with the advent of new AI adoption initiatives.

The scope of this work includes a review of existing AI use within five major ITSM vendors with a CMDB process module. We provide a comprehensive discussion of the identified use cases and how any of these use cases can solve four main CMDB implementation challenges from our research study.

The goal of the paper is to enhance the available knowledge on AI integrated CMDB as a core ITIL process that supports IT Service delivery. This is achieved by providing a comprehensive analysis of existing Artificial intelligence CMDB applications platforms.

Keywords

AI, AI Copilot, Configuration Management Database (CMDB) ITIL, ITSM.

Alister McLeod

Affiliation

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Artificial Intelligence integration in IT Service Management: An ITIL configuration management process review