Robotic process automation (RPA), generative AI and IT service management (ITSM) are all transformative technologies and approaches whose impact is made exponentially more meaningful alongside effective AI operations (AI ops).

AI ops, of course, is the practice of using artificial intelligence and automation to operate more efficient IT infrastructures. That’s why Patrick Frederick, GDIT senior solutions director, sat down with Arun Iyer, principal executive architect and field chief technology officer at ServiceNow, to talk about the importance of AI ops in modern IT environments.

“We have been looking at AI tools to solve customer challenges, to save money and to map tools to specific areas of AI ops to help them navigate this landscape, because there’s usually more than one way to create a solution for the customer,” Frederick said.

He then pointed out that, as a systems integrator, GDIT’s goal is to create interoperability across disconnected IT systems, but the reality is organizational silos often make this challenging. So, when we think about AI ops at GDIT, we look across the entire organization and understand where different teams, processes, and technologies are operating in isolation, so that we can identify the right AI-driven automation and analytics to bridge gaps, streamlines operations, and enhance overall efficiency.

From there, the discussion touched on the move from reactive to proactive IT services, how generative AI is changing workflows and driving efficiency, and how ITSM is changing writ large.

Looking ahead to the future, Iyer noted, “When the focus is service availability, everything else is subordinate to that goal. And why is that the goal? Because in organizations that provide services to the public, availability is key.” There’s a role for AI ops there as well as in decision support, he said.