The role of GAI in improving operational efficiency for IT departments in large firms

Abstract

This research explores how Generative Artificial Intelligence (AI) can help Information Technology (IT) departments in large companies work more efficiently. Generative AI (GAI) can automate, generate content, and optimise resource allocation, and it is a game-changing technology for businesses. Despite its growing presence, little is understood about how AI can help IT functions in large organisations. This research fills that gap by looking at the areas where GAI can drive efficiency gains, such as automation, decision-making, and resource management. The research is qualitative and involves interviews with IT professionals and leaders from various sectors. Fifteen participants were interviewed in a semi-structured method and reported that GAI is having a big impact on IT by automating routine tasks, faster decision making and overall productivity. However, data security and ethical usage of AI are still major concerns that need to be addressed for successful adoption. The research shows that IT departments can gain significant operational efficiency by strategically integrating GAI. It also highlights the importance of human-AI collaboration, strong governance frameworks, and continuous training for IT professionals to get the most out of this technology. A theoretical framework based on the Technology Acceptance Model (TAM) and its extensions is used to to understand the influencing factors of GAI implementation in IT departments. The research concludes that while GAI can bring transformative operational efficiency, successful integration will require strategic alignment, cultural change and a balanced approach to human-AI collaboration. These findings are practical for IT managers and contribute to the wider debate on AI and operational management in big business. The research adds to the business operations AI debate and offers practical advice for IT leaders looking to use GAI for operational improvement.