To meet growing service and asset requests, agencies are looking to IT asset management solutions that incorporate robotic process automation and artificial intelligence. In recent years, IT asset management has become an important part of an overall security strategy for many agencies after several highly publicized security breaches. Incorporating RPA with AI into next-generation IT asset management solutions will also help agencies that are struggling to meet IT asset management objectives due to limited resources. Several key areas will see changes as a result of incorporating RPA and AI into IT asset management.
When AI infiltrates our corporate and government networks, IT Service Management (ITSM) organizations will be responsible for keeping these systems up and running. With enormous workloads, limited budgets, and an influx of IoT, ITSM departments are struggling to keep up with demands. To help service management organizations keep up, we will see ITSM solution providers incorporate AI into their solutions as a way to improve efficiency while reducing costs. We should expect AI technology to disrupt current ITSM technology in three key areas.
A change management process that requires software license contracts to be considered for every change request can help organizations avoid unnecessary costs resulting from a software audit. However, an inexperienced license expert on the CAB might approve changes that could incur more costs simply because they do not understand their software license agreements and the impact of the RFC. Be sure to hire or partner with the expertise required for evaluating software license contracts.