How do artificial intelligence (AI) and a service management system (SMS) work together? Are they compatible? Do ISO/IEC 20000-1 requirements adequately manage the implications associated with AI?
Geoff Clarke presented a succinct overview of ISO/IEC 38507 Governance implications of the use of artificial intelligence by organizations, which was a joint working project with JTC1/SC42. This was an informative presentation on the various implications around the use of AI (e.g., decisions matching responsibility, development of appropriate policies, culture vs. ethics). AI opens the doors to efficiency and functionality within an organization, but care must be taken to ensure privacy, security, and ethics. How does AI affect the service management system? It was agreed that ISO/IEC 20000-1 was written generically enough that a requirement specific to AI does not need to be added to the requirements. BUT. There are opportunities for guidance in the other parts or even a document that is specific to the SMS and AI. AI is here and it will only become more pervasive in its use. The question that needs to be asked, and definitively answered by the service provider, is this, “Have we enough control around change that will occur through the use of AI and its ongoing learning?” A good understanding and application of governance and a strong SMS will certainly provide the necessary baseline control.