Barclay Rae Tells Us about Artificial Intelligence's Impact on Information Technology

Kimberly Yánez March 16, 2023
- 8 min read

The impact of artificial intelligence (AI) in IT has been significant and far-reaching, transforming various aspects of IT operations. Hence, that is why AI technologies, including machine learning and natural language processing, have revolutionized the industry.

From an environmental perspective, AI has both positive and negative impacts. It can help reduce carbon footprint by optimizing energy usage and minimizing waste. However, the development and deployment of it consume significant energy, contributing to greenhouse gas emissions and climate change.

Barclay Rae, a knowledgeable consultant, ITIL4 architect, and author in IT Service Management, discusses the transformative effects of AI on ITSM technology and the environment on the 46th Episode of Ticket Volume, our IT podcast. He also underscores the crucial role of individuals in managing and enhancing customer experiences.

Rae has extensive experience in overseeing numerous service improvement projects, primarily in IT Service Management, but also in areas such as CRM, Contact Centre, and other service delivery domains.

Be sure to listen to the complete episode featuring Rae. He gave away excellent tips that you may want to rethink how to better your strategies in sustainable IT. Moreover, you can sign up for our monthly live recordings and directly ask any questions during the session.



Artificial intelligence's impact on information technology

Rae underscores the significance of balance in various areas, including the adoption of new technologies like GPT, sustainable IT and ethical business practices, considering the impact and ethics of new developments, and recognizing the luxury of travel and sustainable lifestyles.



"Every day I find a new one (AI tool), and organizations seem to keep cycling through them. Some have had seven different service providers, but they still haven't grasped the fact that it's not about the vendors, it's about how they approach it. Back to Basics, readiness is crucial. Understanding what services you need and building them first, rather than diving in and doing random management."

Barclay Rae
Episode 46 of Ticket Volume


When it comes to the impact of artificial intelligence on IT, balance is also crucial. AI has revolutionized the field of cybersecurity by enhancing threat detection and response capabilities. 

For example, AI-powered tools can analyze vast amounts of data to identify patterns and anomalies, helping organizations detect and mitigate potential cyber threats. Additionally, AI can automate routine tasks, freeing up IT professionals to focus on more complex and strategic initiatives, leading to increased efficiency, productivity, and cost savings.

However, Rae pointed out that the use of AI in IT also presents ethical and privacy concerns. It's essential to approach it with caution and balance, ensuring transparency, fairness, and accountability in its implementation. While AI can greatly enhance cybersecurity, it should be seen as a tool to augment human capabilities rather than replace them. The human element, with its critical thinking and decision-making abilities, remains crucial in managing and securing IT systems.

Moreover, it's vital to acknowledge that AI is not a panacea for all IT challenges. Organizations need to strike a balance between AI and human expertise to harness the full potential of AI in IT while ensuring ethical practices and maintaining the necessary human oversight. This approach can lead to improved cybersecurity measures, enhanced efficiency, and better overall IT management.

But AI can’t do one very necessary thing, and that is governance, since it’s about ensuring that the organization is achieving what it set out to do and that managers are taking note of that. Rae remarked only people can pay attention to results, do something, have trust with their team and other teams, which all comes from leadership.



"To be very honest Chat GPT is not going to give you that leadership, experience Management's not going to give it, DeVops isn't going to give you know all those things that use ITIL is not going to give you that leadership yeah none of those things they're all tools to do those things but fundamentally comes back to back to that and unless we're in organizations where we don't have any people at all which might be the way I don't know but unless we do that then we're gonna need people to lead and manage and to inspire."

Barclay Rae
Episode 46 of Ticket Volume


Balancing optimism and skepticism

Barclay's approach to embracing new ideas involves considering their compatibility with existing systems. He believes that progress should not come at the cost of disrupting everything else. Instead, he emphasizes the importance of incorporating new ideas in a way that works harmoniously with the current framework.

In implementing new practices, Barclay advocates for sustainability and gradual integration. This approach ensures that the introduction of new ideas does not cause unnecessary disruption or instability within the existing systems.The truth is the industry has been grappling with this challenge for decades, and a cultural shift is needed to acknowledge its importance. 



"I don't belittle anybody who protest, but you know, gluing yourself to a motorway may make some noise, but it doesn't actually change the way people think. The way to change people's thinking is by working together, putting in the effort, and finding plausible solutions. It's like the dinosaurs being wiped out by one asteroid, but it took 65 million years for us to make progress. When it comes to technology and progress, we need to do it in a way that brings people along, rather than leaving them behind and saying, 'You guys are wrong, this is how it's done.' We've seen that approach fail for years."

Barclay Rae
Episode 46 of Ticket Volume


Barclay also recognized the potential of leveraging data in healthcare. He believes that there is a need for a change in attitudes towards data usage. This means that embracing a more data-driven mindset presents an opportunity to unlock valuable insights and drive transformative advancements in different industries, such as healthcare.

Bottom line

There you have it, continual service improvement is a massive undertaking, and it's easy to get distracted by new trends. But this is just a summary of Ticket Volume's episode featuring Barclay Rae. There's a lot more to discover in their conversation. Be sure to listen to the full discussion with Matt Beran to learn more about artificial intelligence’s impact on information technology.

You can find the full episode on popular platforms like Apple Podcasts, Spotify, YouTube, or any other podcast platform you prefer. Remember to subscribe if you're interested in joining the monthly live recordings!

Read other articles like this : ITSM, AI, Automation, Ticket Volume podcast

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