AI in ITSM – A hammer in search of nails?

AI is all the rage nowadays, no more so than in ITSM. Every major product vendor and several startups have rushed to stake their claim by showcasing their use of AI. Oftentimes, it feels like the AI has been bolted on as an afterthought. And in some cases, it might solve issues faced by a very small segment of the user base. So how should we assess where and when an AI should be used and how do we integrate it into our daily work rather than treat it as a complementary tool?