Artificial intelligence is already transforming our uses, our professions, and the way we work. In the field of ITSM, it's opening up new possibilities: task automation, productivity gains, cost reduction, and improved operational efficiency.
Given this enthusiasm, an essential question arises: does the future of IT operations necessarily have to go through artificial intelligence?
Because ITSM isn't just about handling tickets. Its role is to support organizations in managing an increasingly complex information system, combining technology, process, and human expertise — and relying on well-governed data: a reliable CMDB remains the essential prerequisite for any intelligent automation. While AI can become a genuine performance lever, it also raises questions of control, security, governance, and trust.
So the challenge isn't choosing between humans and AI, but finding the right balance: using artificial intelligence where it brings real value — including through open, sovereign solutions that can be deployed on-premise - while keeping control over IT operations and the decisions that shape them.
Through concrete use cases already in production, we'll explore together how to define this balance -and how to put it into practice starting today.
