Overview

Artificial intelligence is reshaping the way organisations manage IT, but not always with the promised results. While global spending on generative AI is skyrocketing, many companies struggle to measure real gains, often falling into automation, where human roles are replaced without meaningful productivity improvements. This book offers a clear framework for understanding that challenge. Drawing on decades of IT leadership and academic research, the author introduces the Waves of Intelligent Automation - a practical model that maps IT Service Management (ITSM) processes against their true automation potential. Readers will see where AI, big data and cloud computing deliver measurable value, and where human judgment remains essential. With straightforward explanations, real-world use cases and forward-looking insights, this book equips IT leaders, researchers and policymakers to balance innovation with accountability. It is both a roadmap for navigating automation in ITSM and a call to preserve the creativity, ethics and context that machines cannot replace.

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