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IT Service Management augments learning by integrating AI-powered intent recognition into role-play scenarios, where students acted as IT support teams communicating with AI agents simulating real stakeholders using industry tools like Jira and Azure. The AI provided immediate, personalized feedback, which led to richer, more frequent student communications and a measurable improvement in understanding RACI roles and stakeholder management. Students found the AI-enhanced labs more challenging and enjoyable, while faculty benefited from streamlined, scalable feedback processes using automation.

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