Information Technology Service management involves activities carried out by organizations to implement and manage IT services for customers while meeting customer needs. ITMS represents all the activities an organization executes after a planning and design processes, which aim at controlling the technological services offered by an organization to its consumers. IT service management sometimes referred to as management thinking brings about a systematic way of business operations and provision of services to customers. The use of information Technology Service Management tools assists establishments in managing their Information Technology systems efficiently by providing data that used to make smarter business decisions, minimizing business risks, optimizing the performance of a business solution, improved service delivery, and maximizing asset productivity. Even organizations armed with the very best information security team face a hard time managing the ever-growing barrage of potential network threats, especially cyber threats, this has seen some innovators turn to Artificial intelligence for help. AI boosts an upper hand in cybersecurity as it is capable of processing and analyzing multiple data points at high speeds. To maintain a safe and secure network, collection, organization, and cross-checking of data from connected devices is key, this process is tedious for personnel considering that the number of connected devices is ever on the rise. IT personnel may overlook some things if they re-occur, but introducing an AI system to such a setting will ease the workload on the IT personnel and have then working on a threat more serious. AI systems can evaluate and analyze activities in a network and alert the personnel if need be. ITSM assists with tools that enable deployment of guidelines that are unique to a business need. ITSM can implement AI features in service delivery to make the task even more efficient. AI can analyze huge amounts of data and identify patterns faster than human beings. Currently, Artificial intelligence is in use in the categorizing of calls based on request filed, and this eradicated the time taken by employees to categorize calls before attending to them. With technological advances, Information Technology Service Management is also advancing. Blockchain usage has seeped into ITSM. Blockchain in ITSM seeks t provide assured, trusted identity and credentials for uses of organizational data and resources.