Synopsis: Jim Hirschauer, head of product marketing for Xurrent, explains how artificial intelligence (AI) will transform IT service management (ITSM).

They explore how AI is being applied to reduce repetitive tasks and improve efficiency within ITSM environments. Hirschauer highlights practical use cases like summarizing complex support tickets, automating ticket categorization and routing, and using AI-powered virtual agents to resolve user issues without human involvement. These tools are helping teams cut down on response time and reduce friction in service delivery.

But with AI’s rise comes questions of trust and control. Hirschauer addresses the tension between AI’s probabilistic nature and the deterministic workflows many IT teams rely on. He explains how systems can be designed to maintain structured processes while still gaining the benefits of AI-generated input—without letting the AI override critical approval steps or create risks through hallucinated outputs.

They also look at the potential for AI to help break down silos across IT operations. While Hirschauer sees promise in that vision, he’s candid about the industry’s hesitancy to allow AI full control. Instead, he suggests starting small—building trust through low-risk automation before moving to more autonomous agent-led processes.

Overall, they evaluate the current state of AI in ITSM, spotlighting where it adds value, where caution is needed and how teams can realistically integrate it into their workflows.