Artificial Intelligence in Information Technology Infrastructure Management and Support in Singapore

Jireh H. I. Seow (jireh.seowhi@spjain.org) and Naveen K. Rajaharia (naveenrajaharia@hcl.com)
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Jireh H. I. Seow: Innovation and Entrepreneurship Centre (i2e)
Naveen K. Rajaharia: HCL Singapore Pte

Chapter Chapter 26 in Innovation-Driven Business and Sustainability in the Tropics, 2023, pp 447-471 from Springer

Abstract: Abstract Artificial intelligence (AI) is gaining traction and acceptability across the information technology (IT) infrastructure management support services. High operational costs, reluctance to implement automation, and a dearth of a competent workforce in IT infrastructure management are among the factors driving the traction. This research also identifies potential barriers to using AI in IT infrastructure management support and operations as well as the potential advantages. Empirical data were collected qualitatively in a financial organization in Singapore; the research participants were in senior IT positions and the interviews probed their observations, experiences, and perspectives. Furthermore, the data was analyzed and interpreted using a phenomenological and narrative perspective. The participants’ close ties to IT infrastructure management and operations inspired the study’s adoption of a naturalist paradigm and epistemology. In addition, text-based open-ended interview questionnaires were also used to collect data as well as secondary data coming from electronic databases. They were then analyzed using a theme analysis framework to help see the bigger perspective. Finally, the paper discusses the findings and conclusion of the research, including the discovery of four overarching themes: hiring, opposition, benefits, and adoption. The conclusions drawn imply (1) workforce hiring considerations in IT infrastructure management; (2) barriers to adopting AI-based automation in IT infrastructure management; (3) advantages of AI for the organization and its employees; (4) prospective applications of AI. The practical implications for the industry include assessing the pros and cons of employing AI in IT infrastructure management and operations from the perspectives of both employers and employees, and recommendations on which aspects of managing IT infrastructure could most benefit from the incorporation of AI.

Keywords: IT; Infrastructure management; Qualitative research; AI; Automation; Thematic analysis; Cost; Phenomenological; Hiring; Efficiency (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-99-2909-2_26

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DOI: 10.1007/978-981-99-2909-2_26

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