AI Moves IT Management Platforms Toward Autonomy, ISG says
Companies seek more automation, orchestration and governance as IT operations and cost pressures grow, new research says
Enterprises increasingly rely on IT service management (ITSM) and related platforms for autonomous IT operations as AI adoption increases and IT environments become more complex, according to new research from global AI-centered technology research and advisory firm Information Services Group (ISG) (Nasdaq: III).
The 2026 ISG Buyers Guides™ for IT Management provide the rankings and ratings of 83 software providers and their products for management of IT operations. The series includes Buyers Guides evaluating platforms for managing IT services, assets and observability, along with enterprise services, IT financial operations (FinOps) and AI-enabled IT operations (AIOps). The research finds that these platforms have evolved from reactive systems into predictive control planes, a trend driven by the growth of AI, automation and integrated platform architectures.
“AI introduces a different dynamic to service management with systems that can interpret context, generate actions and adapt workflows in real time,” said Jeff Orr, director, Technology Research, ISG. “This is a shift from passive workflow management to active, operational decision-making where the platform is no longer just tracking work, it is doing the work.”
