Some organizations and CIOs get it right all the time, but if current surveys are to be believed, opportunities for improvement remain. For instance, the 2018 IT Trends Study from the Society for Information Management reports that activities associated with “keeping the lights on” continues to be the largest single budget category for IT organizations.

From apocalyptic prognostications to impassioned positions — and everything in between — it seems like everyone and their mother has developed an opinion on the role artificial intelligence (AI) will play in shaping society in the coming decades. The disparity between each of these notwithstanding, what’s clear is that “narrow AI” is already starting to have an impact on everything from software development to education to insurance.

ITSM encompasses multiple IT management frameworks that can apply to centralized and de-centralized systems. There are multiple frameworks that fall under the ITSM discipline, and some address unique industry-specific IT needs, including those in healthcare, government or technology. Businesses using ITSM consider IT as a service, with a focus on delivering valuable services to customers, rather than a department that manages technology.