Content revision ea31a3343577b30cee4337cf2fef2b0864a5741341f27598e9108766c486fb2d

## Where AI can help in IT operations

AI for IT Operations
Source ID ai-it-operations:ai-in-it-operations
Original https://www.henryw.me/#/ai-it-operations#ai-in-it-operations

Keeping an organisation’s technology running involves maintaining systems, investigating faults and supporting the people who use them. An IT team works across many products and has to keep up as their software and documentation change. At PwC, I researched how AI could help with this work, including making technical knowledge easier to consult and automating tasks in existing applications. Two kinds of work need different support. Answering a technical question depends on reliable documentation. Fulfilling a service ticket depends on acting in an application and checking the result. I connected AI reasoning to those workflows, retaining source records for knowledge updates and operator controls for browser actions. 01 Knowledge management