SymphonyAI：2025年ITSM进化：AI驱动的转换白皮书（英文版）

Perhaps the most significant ITSM transformation due to the introduction of AI capabilities will be in interactions with consumers of IT products and services. These interactions are the most visible aspect of ITSM within organizations, but those interactions are disruptive and interrupt-driven. Today, when the consumer encounters an issue with IT-provided services or technology, the consumer contacts the IT service desk, only to have to hold or wait to participate in a conversation with a se