ITSM

ITSM (IT Service Management) is a framework for designing, delivering, managing, and improving IT services aligned with business needs. In AI governance contexts, ITSM practices become critical for managing AI system lifecycles, incident response for AI failures, and ensuring proper change management when deploying or updating AI models. Strong ITSM disciplines help organizations maintain oversight of AI infrastructure, track AI-related incidents, and establish service level agreements that include AI performance and reliability requirements.

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ResearchGlobal2026-06-16

GenAI in ITSM Deployments Require Formal Hallucination Controls and Access Governance, GSDC Guide Finds

The GSDC Council has published a practitioner guide on deploying generative AI within IT service management functions, covering governance and risk controls including access management, data privacy, hallucination detection, and compliance checks. The guide also recommends ongoing performance measurement to link AI governance to service outcomes. It is aimed at organizations operationalizing GenAI in ITSM contexts globally.

ITSM generative AI hallucination controls data privacy operational AI governance