This piece is mainly food for thoughts for IT beginners or experienced IT managers looking to extend their knowledge in the field of GenAI (Generative AI).

IT Managers and Service Delivery Managers (SDM) may look into how to give access to team members, to GenAI tools, to counter the challenges IT metrics usually face. However, this must be done in respect to existing organizational processes, procedures, data privacy and cybersecurity.

> Incorrect data and fear of transparency:
One common justification for not adopting IT metrics or KPIs is the data being no ready for exploitation. When establishing IT metrics to support analysis and decision-making, elements like validity, integrity, consistency, and relevance are all important considerations for IT managers and SDM. Furthermore, IT executives are frequently aware that they have some ineffective areas that need better management, however they are hesitant to reveal them. When implemented, GenAI can automate reports, while summarizing key metrics and KPIs in a clear and concise manner. Additionaly, it could tailor reports for different stakeholders with the most relevant information. Moreover, GenAI helps quickly analyze great amounts of datasets, identify patterns, and generate awareness. For intance, GenAI may automatically detect anomalies in system performance metrics, predict potential issues, and suggest corrective actions.

> Analysis' lag time:
Data's freshness itself can be a significant metric. An organization's IT manager is much more likely to identify issues before they become problems, if their IT teams provide the required data on time. In this case, GenAI can use historical data to predict future trends, such as potential system failures, capacity needs, or demands spikes. This should allow IT Managers and SDM to take preemptive actions to mitigate risks. In addition, GenAI will help with root cause analysis by correlating data from multiple sources and identifying the underlying factors leading ing to issues. This can significantly reduce the time required to resolve incidents, therefore preventing problems to occur.

> Time-consuming and labor-intensive:
Often, IT leaders (managers, SDM) find it takes expensive manpower work and time to gather relevant metrics, because they may find it demanding to determine and report the right IT metrics using tools like spreadsheets, operations' IT systems, and business intelligence systems.
Also, a model they have setup is, sometimes, unable to adapt to new analys requests or business changes. In this case, GenAI is able to deliver real-time monitoring and generate alerts when KPIs diverge from expected scopes. Therefore, managers have a mean to respond quickly to emerging issues before they escalate into problems.
Furthermore, GenAI can continuously learn from new data and industry trends, providing managers with up-to-date recommendations and insights. This way IT and business strategies remain aligned with the latest markets' developments.

19 May 2025
(Source: Aligning IT and Business Strategies, Book3 - IT Contributing to the Organization's AI Strategy; Study Notes)

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