In this episode of Ticket Volume – IT Podcast, host Matt Beran sits down with Prashant Arora (PepsiCo), Daniel Ciolek (InvGate), and Suzanne Galletly (AXELOS) to unpack how Artificial Intelligence is reshaping IT Service Management. From VR-powered training and digital twins to self-healing IT operations and ethical dilemmas, this episode explores both the promise and the pitfalls of AI in ITSM.

Here’s a sneak peek:

- How PepsiCo uses digital twins and VR to cut training from 2 months to 2 weeks.

- The role of AI in ticket triage, automation, and knowledge management.

- Why “AI bias” can overload top performers while others do less.

- The limits of AI models and why “AI is extremely silly… and powerful.”

- Governance, ethics, and why loneliness is now considered a business risk.

Whether you’re curious about real-world AI use cases, worried about risks, or trying to understand where Service Management is heading, this conversation delivers insights from every angle.

Don’t forget to like, subscribe, and share your thoughts in the comments! How is your organization approaching AI in ITSM?

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