Quantum-Inspired Optimization for IT Service Management (ITSM) Workflows

IT Service Management (ITSM) workflows are characterized by complex, evolving decision-making processes, including incident routing, task sequencing, and coordinating thousands of configuration items [1]. As business environments increase in scale, traditional methods of optimization, such as rule-based and heuristic methods, are no longer sufficient due to increasing mean-time-to-resolution (MTTR), poor use of resources, and increased operational risk [4]. The paper suggests a framework for optimizing ITSM using quantum-inspired optimization techniques [6][7], including simulated annealing and tensor routing models, to provide predictive, near-optimal task allocation in real time [9]. A case study of a large company shows that the framework resulted in a 35 percent reduction in incident MTTR, increased firstcontact resolution rates, and a reduction in conflict due to changes. Additionally, this research includes a quantum-inspired routing algorithm that is suited to large enterprises, validating this model as a "next-generation" optimization approach for digital service operations [3].