AI Meets ITIL: Evidence, Insights and Real-World Impact from Global ITSM Research

As the organisation responsible for ITIL, PeopleCert continuously analyses global Service Management trends through studies, surveys, and vendor research. Findings from the AI in ITSM Tools report (2025), the ATV programme, and thousands of practitioners provide a uniquely evidence-based view of how AI is reshaping service management.

This session offers an educational and entertaining look at how automated triage, knowledge generation, anomaly detection, virtual agents, intelligent workflows and emerging agentic behaviours are already influencing ITIL practices. Our data shows that the application of service management is changing rapidly.

This research-driven session is not a product pitch. Attendees will gain practical insights into how AI is shaping the next generation of ITIL guidance and what leading organisations are doing differently as they adopt AI at scale.