Complimentary analyst report

GartnerĀ® Report: Adopt AI-Driven Service Enablement to Align ITSM With Agile Methodologies

Executive summary

Traditional, centralized IT Service Management (ITSM) can slow down agile development and product teams, directly conflicting with DevOps approaches. In ā€œAdopt AI-Driven Service Enablement to Align ITSM With Agile Methodologies,ā€ Gartner explains how organizations can move from centralized control to a service enablement model, with AI accelerating the shift.

Key takeaways

    How to shift from centralized control to service enablement: Learn why itā€™s important to break down the walls between development, QA, and support.

    Where AI and agentic capabilities can accelerate service management: Explore how AI agents can intelligently swarm, automate change-risk advisory, and proactively detect problems.

    How to align ITSM metrics with DevOps outcomes: See how to evolve operational KPIs such as MTTD and MTTR towards measurements, such as reliability and lead time for changes.

Gartner is a trademark of Gartner, Inc. and/or its affiliates. Gartner, Adopt AI-Driven Service Enablement to Align ITSM with Agile Methodologies, Chris Laske, Julian Edwards, 28 January, 2026