Academy & Industry Research Collaboration Center (AIRCC)

Volume 13, Number 05, March 2023

Business Value Impact of AI-Powered Service Operations (AIServiceOps)


Harsha Vijayakumar, S.P. Jain School of Global Management, USA


Artificial Intelligence (AI) has been significant technology of the 21st century. This technology is changing every aspect of modern enterprise technology tooling, from strategies to selecting and implementing to adopting digital AI transformation. The rapid development of Artificial Intelligence has prompted many changes in the field of Information Technology (IT) Service Operations. IT Service Operations are driven by AI, i.e., AIServiceOps. AI has empowered new vitality and addressed many challenges in IT Service Operations. However, there is a literature gap on the Business Value Impact of Artificial intelligence (AI) Powered IT Service Operations. It can help IT build optimized business resilience by creating value in complex and everchanging environments as product organizations move faster than IT can handle. So, this research paper examines how AIServiceOps creates business value and sustainability, basically how AIServiceOps makes the IT staff liberation from a low-level, repetitive workout and traditional IT practices for a continuously optimized process. One of the research objectives is to compare Traditional IT Service Operations with AIServiceOPs. This paper provides the basis for how enterprises can evaluate AIServiceOps and consider it a digital transformation tool.


AI-Powered Service Operations (AIServiceOps), Business Value Assessment, IT Service Management, IT Operations Management, and Digital Transformation.