AI-Driven IT and Its Potentials – A State-of-the-Art Approach

Artificial Intelligence (AI)-driven IT aims to describe the penetration of machine intelligence solutions in the IT department, what focus currently exists and what future developments are expected. It furthermore aims to provide an overview over existing utilities for organizations’ IT and what could be challenges when implementing AI in IT. By using a state-of-the-art approach, this work elaborates about existing solutions in practice and about selected scientific research found in connection with them. For analysis of use cases, the IT infrastructure library (ITIL) framework is used. Additionally, to aid and complete analysis’ findings, expert interviews have been conducted and evaluated with employees of Capgemini Invent, a major IT-consulting firm. This work shows that a substantial amount of AI solutions is already existing for various areas of an IT operating model. By connecting use case analysis and evaluation of expert interviews, among other results, a clear focus area for AI solutions was found in the area of IT operations.