Top Trends in AI for ITSM for 2027

Findings from the Gartner® report

AI is changing how IT teams deliver service. Explore seven trends Gartner says heads of I&O should act on over the next 12 months, with guidance on where to focus and what to put in place first.

Turn ITSM trends into practical priorities

The report examines what is changing across ITSM and offers actions heads of I&O can use to assess their readiness and plan their next steps.

Evaluate AI capabilities with greater clarity

Learn what to look for in live demonstrations of agentic ITSM, including context-aware behavior, adaptive workflows, and controls for reviewing consequential decisions.

Build a foundation of trusted service data for AI and automation

Explore why reliable service relationships and dependencies matter for automation and AI, and how to prioritize the data that is most useful to operations.

Plan for new ways of delivering and measuring service

Consider the steps toward a zero-touch service desk, the need to govern tools across platforms, and measures that connect ITSM performance to organizational priorities.

Get a clearer view of what’s next for ITSM

Read the Gartner report to explore all seven trends and the actions I&O leaders can take as they plan for 2027.
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Source: Gartner, “Top Trends in AI for ITSM for 2027,” Rich Doheny, Chris Matchett, Roger Williams, Chris Laske, Jen Lichucki, Siddharth Shetty, and Joe Rogus, 23 September 2026, ID G00854465.

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