AI-Powered Workflow Optimization in IT Service Management: Enhancing Efficiency and Security

Abstract

This document explores the transformative role of Artificial Intelligence (AI) in IT Service Management (ITSM), emphasizing workflow optimization, efficiency enhancements, and security improvements. By integrating technologies like Machine Learning (ML), Natural Language Processing (NLP), Robotic Process Automation (RPA), and predictive analytics, AI automates repetitive tasks (e.g., ticket routing, password resets), enables proactive incident resolution, and strengthens cybersecurity through real-time anomaly detection. Key benefits include reduced Mean Time to Resolution (MTTR), cost savings (20–40%), and improved compliance with regulations like GDPR. Case studies from IBM, Microsoft, and Netflix highlight real-world applications, while challenges such as legacy system integration, data silos, and algorithmic bias are addressed. The document also examines future trends, including generative AI for knowledge management and autonomous self-healing systems. It underscores the need for upskilling IT professionals in AI governance, data ethics, and cross-functional collaboration.