How AI unites ITSM and DevOps

Enterprises don’t usually discuss IT service management (ITSM) and DevOps in the same breath. They believe that ITSM is all about procedures and DevOps is about deconstructing procedures, so the two are mutually exclusive. But that’s not really the case anymore. In fact, combining the two methodologies offers new ways to scale the enterprise and create agility while maintaining control of IT.


Doing so gives enterprises both speed and process controls. However, this is only possible if organizations radically rethink ITSM. New technologies must come into play to support this new synergy of ITSM and DevOps, including AI and machine learning. This gives enterprises new capabilities, like tracking and resolving incidents or creating service requests and having them fulfilled in DevOps environments with AI-driven service management in minutes.


So then, DevOps and ITSM are not an either/or proposition. The two can be used together to great effect. For a more in-depth explanation of this topic, read the article in APM Digest by our chief product officer, Dr. Akhil Sahai: