Tools to automate traditional break-fix and other IT service desk processes are not new, but they’re getting significant traction these days, says Wayne Butterfield, director of cognitive automation and innovation at ISG. “An IT Service Desk is as prone to repetition (and therefore automation) as a customer service operation,” he says.

That’s not the only area of hyper AI-enabled automation coming for the IT function. “IT has quickly become not just a partner but a consumer as well, leveraging AI for security and system management to automate processes and move at the speed of an AI-driven enterprise,” says Shawn Rogers, vice president of analytic strategy at TIBCO.

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Shadow IT could expand

IT activities taking place outside the tech core are proliferating, sometimes as a result of AI. From self-service data science and analytics tools to the adoption of robotic process automation (RPA) for functions across the enterprise to business-bred machine learning models, the power of perceived shadow IT functions in the enterprise, is expanding, according to ISG’s Butterfield. The definition of, and the line between, “self-service” and “shadow IT” depends on your culture, of course.