Can AI really transform IT service management, or are we underestimating what it takes to make AIOps work?

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00:00 Meet Valerie Wilson
04:43 What Is AIOps?
06:23 How AI Works in Managed Services
08:18 Where Should You Start With AI in ITSM?
10:02 Can AI Improve Problem Management?
13:17 The Hardest Part of Implementing AIOps
16:41 Why Your CMDB Suddenly Matters
20:24 Will AI Fundamentally Change ITSM Processes?
25:40 Could IT Service Management Become Driverless?
29:34 Why ITSM Will Still Need Humans

In this episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid is joined by Valerie Wilson, Managed Services and AIOps Programme Director at BT, for a practical look at what happens when you actually implement AI in IT service management.

AIOps promises faster incident resolution, smarter automation and better decision-making. But before you get to the exciting AI, there's a less glamorous reality: data quality, CMDB, governance, business cases and getting people to actually use the technology.

Valerie explains why the first year of an AIOps programme can deliver very few "wow moments", and why getting your foundations right is critical before AI can deliver meaningful results.

Katrina and Valerie discuss:
- What AIOps actually means
- How AI and machine learning can improve ITSM
- Where to start when introducing AI into service management
- Why incident, service request and change remain early priorities
- How AI could improve incident and problem management
- Why your CMDB and data quality suddenly matter more than ever
- The challenge of proving ROI from AI
- Why employee adoption can be harder than the technology itself
- How AI could reduce human touchpoints across ITSM processes
- Whether AI could eventually change the role of the CAB
- Which ITSM roles and skills could change
- Why complex managed services will still need humans in the loop

The episode also challenges a bigger assumption: should we use AI simply to make our existing ITSM processes faster, or should AI give us an opportunity to question why those processes exist in the first place?

Because doing the wrong thing faster isn't transformation.

For CIOs, IT leaders, ITSM professionals, service management leaders and anyone responsible for AI adoption, this is a practical conversation about what implementing AIOps really looks like beyond the hype.

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What happens if your IT job doesn't change because of AI, but disappears completely?

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In this episode of Humanising IT: We Need to Talk About IT, Katrina Macdermid and Wesley Eugene are joined by former recruitment CIO Michael Kennedy to explore how AI is transforming recruitment, the job market and the future of IT careers.

Recruitment has become an AI versus AI battle. Employers are using AI to write job adverts and filter candidates, while applicants are using AI to tailor CVs, write applications and even automatically apply for hundreds of roles.

The result? A single vacancy that once attracted 50 or 100 applicants can now attract 1,000, making it harder than ever for talented people to stand out.

But the conversation goes much further than recruitment.

As AI and automation begin to reshape IT service management, what happens to roles such as knowledge management, incident management and service desk support? And if your current role disappears, should you simply look for another IT job, or rethink the skills and experience you can offer entirely?

The discussion explores:

• How AI has transformed recruitment
• Why job applications have become AI versus AI
• The risk of algorithmic bias in hiring
• Why human relationships and networking are becoming more important
• How AI could reshape IT service management jobs
• Why IT professionals may need to reinvent their skills
• The future of knowledge management and service desk roles
• Why human connection could become more valuable as automation grows
• Whether the rising cost of AI could slow down automation
• How IT professionals can stand out in an increasingly automated job market

For CIOs, IT leaders, ITSM professionals and anyone thinking about the future of their career, this is a timely conversation about what AI really means for the people working in technology.

The question isn't simply whether AI will change your job.

What will you do if your job no longer exists?

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Chapters

00:00 Introduction
01:38 How recruitment used to work
06:29 How AI changed job applications
09:30 The changing role of recruiters
10:41 When one job gets 1,000 applicants
11:17 The AI recruitment problem
15:23 Bias and discrimination in AI hiring
18:57 Is AI coming for ITSM jobs?
20:02 How do you find a job in the AI era?
22:49 Why IT professionals need to stand out
25:31 What if your IT job disappears?
28:38 Will AI replace the service desk?
30:26 Could the cost of AI slow automation?
32:00 How to stand out when everyone uses AI

Can IT service management ever deliver a great employee experience, or are we measuring the wrong things?

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00:00 Introduction
00:01:39 The biggest pressure facing IT service management
00:04:19 Defining value in the public sector
00:07:03 What behavioural psychology teaches IT
00:09:55 Why IT measures the wrong things
00:14:20 Connecting IT metrics to business outcomes
00:17:25 Why the business still sees IT as a cost centre
00:18:13 Designing IT services around people
00:21:20 Where IT service management is heading next
00:23:40 Final thoughts

In Part 2 of Humanising IT: We Need to Talk About IT, Katrina Macdermid is joined by Chris Barrett and Paul Farrow, Head of IT Service at HM Treasury, to explore why traditional IT service management metrics don't tell the full story.

The conversation looks beyond incidents, SLAs and ticket volumes to discuss behavioural psychology, user-centred design, employee experience and why IT leaders need to rethink how they measure success.

Drawing on concepts such as Norman Doors, desire paths, customer behaviour and value-based reporting, the panel explores how IT can move from simply keeping systems running to becoming a recognised driver of organisational value.

In this episode:

• Why IT service management is about making defensible trade-offs
• How behavioural psychology can improve IT services
• What "Norman Doors" teach us about service design
• Why IT measures what's easy instead of what matters
• The gap between operational metrics and business outcomes
• How employee experience influences organisational performance
• Why desire paths reveal how users really behave
• The future of value-led IT service management

Whether you're a CIO, IT leader, service desk manager, ITSM professional or transformation leader, this episode offers practical ideas for creating better services while demonstrating the value IT delivers.

If you're interested in IT service management, IT leadership, employee experience, human-centred design, ITIL, digital transformation, service experience and organisational change, this conversation is well worth your time.

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