Gartner: Leveraging the Potential of Generative AI in IT

By Joanne Kopcho, VP Analyst at Gartner

As organizations gear up to harness the transformative power of generative artificial intelligence (GenAI) to revolutionize enterprise operations, optimizing IT capabilities becomes crucial. By refining IT operating models, CIOs can effectively prepare for both operational and strategic changes, positioning their companies to fully realize the value of GenAI. This proactive approach ensures that IT departments are not only ready to integrate GenAI but also poised to drive innovation and efficiency across the enterprise.

To fully exploit the opportunity of GenAI, IT departments can take the following steps.

Develop GenAI Communities of Practice for Experimentation

Creating an AI advantage within your enterprise does not require building GenAI tools and services from scratch—many businesses already specialize in this. However, CIOs must establish partnerships with various C-suite members (e.g., CEO, CFO, CTO, Chief Data/Digital Officers, Chief GenAI Officers) to address compliance, risk, and other mandates as part of integrating GenAI into the enterprise. As experiments with GenAI on data, technology, and business practices evolve, CIOs can leverage Communities of Practice (CoPs) to support ongoing enterprise partnerships and outcomes.

To support outcomes and experimentation with GenAI, the CIO can initiate three distinct CoPs:

•     Enterprise IT Governance and Architecture CoP: Enables safe and rapid experimentation with GenAI within enterprise guardrails.

•     IT Product and Service CoP: Refines and evolves GenAI-infused IT services and products, managing experimentation in partnership with the business.

•     Pilot Experimentation CoP: Builds partnerships to bring groups together to experiment and learn how to leverage GenAI to enhance or grow business opportunities.

As GenAI opportunities increase across the enterprise, CIOs must collaborate with executives to refine a modular technology architecture for flexibility and adaptability.  

Optimize IT Capabilities by Scaling GenAI

As enterprises explore the use of GenAI to automate and accelerate business outcomes, CIOs can pilot changes to IT capabilities that capture the technology’s potential. By adapting key areas within their IT operating model, CIOs can support their enterprise’s success in piloting and embracing GenAI.

Within the IT department, GenAI increases the need for advanced technology for automation and analytics, necessitating new skills, competencies, and services. Expanding these capabilities requires CIOs to revisit aspects of their existing operating model to evolve talent, delivery models, tools, and platforms. Key areas for refinement include:

•     Enterprise Architecture (EA) Practices: Expand or mature EA practices, roles, and competencies within IT by formalizing business and information architecture practices that can support GenAI communities of practice, innovation, or pilots. CIOs should integrate new and existing EA functions to elevate EA across the C-suite, focusing on the fluidity of the technology stack and the information architecture leveraged across it.

•     IT Functions and Structures: Optimize IT functions and structures to oversee and support GenAI services across the enterprise. Adopting a matrixed or fluid IT organizational structure enables teams to balance predictable and unpredictable objectives, fostering an adaptable culture. Review IT portfolio and capacity-planning practices to allow for adjustments, ensuring both existing and new opportunities can be addressed. Establish plans to upskill IT talent through new roles, education, or third-party resources to support and manage IT-defined GenAI services and products.

•     Internal IT Capabilities: Enhance productivity for IT operational tasks by leveraging GenAI for operations, such as code development or test automation. Create processes to balance efficiency, oversight of quality results, and impacts on dependencies. As IT services, platforms, and pilots expand, establish quarterly reviews of IT products, platforms, and services to identify new opportunities for GenAI within IT.

By focusing on these areas, CIOs can optimize IT capabilities and position their enterprises to fully leverage GenAI’s transformative potential.