Abstract
Information technology service management (ITSM) driven by artificial intelligence (AI), i.e., AITSM, is likely to change business models and enterprise operations substantially, setting off a wave of enterprise AI transformation. Empowerment from AI has brought new vitality and challenges to ITSM capabilities, and enterprises must start thinking about how the capability of AITSM can be reactivated to shape the resilience of business models and meet survival needs in complex and ever-changing environments. To systematically achieve the development of enterprise business model resilience under AITSM, this study combines the actual situation of ITSM and enterprise AI transformation practice and then deconstruct it into three sub-research questions along the primary line of driver identification–model construction–paradigm optimization. We retrieve high-quality literature in the field of information systems from common databases and discuss the topics of AITSM and business model resilience. This study finds that future research should focus on forming an accurate description of the resilience demand of business models in the current era, and thus, better explain the value cocreation process between AITSM and business units. In addition, future research should emphasize the dynamic and strategic nature of business model resilience to study the continuous optimization of business models with the help of AITSM.
Highlights
Published: 18 October 2021Artificial intelligence (AI) is radically disrupting the strategy and operation models of enterprises and setting off a wave of enterprise artificial intelligence (AI) transformation in all industries.Considering the exponential growth of information processing capacity, communication bandwidth, and storage capacity, enterprise AI transformation has become an urgent and necessary challenge that must be addressed in the new era
Related research has always been a popular topic in the field of management, and research papers have been published in top journals, such as the University of Texas at Dallas with 24 journals (UTD24) and Financial Times with 50 journals (FT50), in recent years [24,27,28]
Building further on the topics around enterprise AI transformation, the current research aims to clarify how AI contributes to Information technology service management (ITSM) and business model resilience studies
Summary
Published: 18 October 2021Artificial intelligence (AI) is radically disrupting the strategy and operation models of enterprises and setting off a wave of enterprise AI transformation in all industries.Considering the exponential growth of information processing capacity, communication bandwidth, and storage capacity, enterprise AI transformation has become an urgent and necessary challenge that must be addressed in the new era. Artificial intelligence (AI) is radically disrupting the strategy and operation models of enterprises and setting off a wave of enterprise AI transformation in all industries. Enterprise AI transformation refers to the profound transformation of business activities, processes, capabilities, and models [1], by fully utilizing the changes and opportunities brought by AI as a strategic priority to help enterprises gain competitive advantages. AI can potentially deliver additional global economic activities of approximately USD 13 trillion by 2030 [2]. Business model resilience refers to the capability of an enterprise to maintain its business logic for creating and delivering value [3,4]. Social, technological, and environmental changes are becoming part of modern daily business life with an unprecedented scale and pace, constantly challenging the business model of enterprises. The trade confrontation and friction between the great powers and the uncertainty of economic
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