Best Practice Report

The AI-Driven Future Of IT Management

From Chaos To Control In The Age Of Intelligent Automation

 and  ten contributors
Jul 02, 2025

Summary

Long fragmented and siloed, IT management is being shaken by a new force: generative AI (genAI). While the genAI conversation has focused on business-facing applications, one of its major impacts may be on IT itself. GenAI, along with knowledge graphs, retrieval-augmented generation (RAG), and intelligent agents, provides an opportunity to rethink and restructure IT management from the ground up — while also presenting many new management challenges. This report introduces the core themes and architecture for a new, genAI-enabled IT operating model.

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