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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