IT service management
PulseAugur coverage of IT service management — every cluster mentioning IT service management across labs, papers, and developer communities, ranked by signal.
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AWS launches KnowledgeForge to mine ITSM tickets for AI-powered knowledge management
AWS has developed KnowledgeForge, a system designed to extract valuable knowledge from resolved IT service management (ITSM) tickets that are typically lost. The tool aims to improve enterprise IT support by creating ne…
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AI pipeline transforms IT ticket data into actionable intelligence
A new research paper outlines a sociotechnical AI pipeline designed to transform IT service management (ITSM) ticket data into actionable intelligence for sales and executive stakeholders. The pipeline utilizes LLM-base…
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AWS DevOps Agent integrates with ServiceNow via Model Context Protocol
AWS has detailed an integration between its DevOps Agent and ServiceNow, utilizing the Model Context Protocol (MCP). This collaboration allows the AWS DevOps Agent to directly read incident data from ServiceNow and writ…
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AI integration boosts traditional software firms, CITIC Securities notes
CITIC Securities reports that the narrative of AI replacing traditional software is proving false, as leading software companies maintain steady growth in revenue and orders. These companies are integrating AI models in…
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ServiceNow integrates AI agents for IT service management
ServiceNow has released ServiceNow MCP, an integration that allows AI agents like Claude and Cursor to interact with its IT service management platform. This tool enables users to manage incidents, change requests, serv…
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ServiceNow adds voice agent to Now Assist for ITSM
ServiceNow has released a voice agent for its Now Assist for IT Service Management (ITSM) platform, as indicated in their July 9, 2026, suite release notes. This update allows for voice interactions within the ITSM proc…
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ISO/IEC 20000 establishes international standard for IT Service Management
ISO/IEC 20000 is the inaugural international standard specifically designed for IT Service Management (ITSM). This standard outlines a complete framework of essential requirements and recommended practices. Its purpose …