Published: 30 January 2024
ChatGPT等工具凸显了生成式人工智能（GenAI）的潜力，这项技术可以在学习现存原始内容的基础上创建衍生版本的新内容、新设计和新方法。IT领导者有必要了解此类技术对于企业机构服务交付和人才供应的影响。
GenAI与超自动化、元宇宙等其他技术的结合，将从根本上改变客户服务和IT服务的交付方式。
未来的服务将以人工和数字交付相结合的方式提供。无论是人工智能（AI）对人的增强还是纯粹的自动化，服务交付中的数字手段都会取代人工手段，使许多现有的外包合同成为过去式。
在软件开发人员持续短缺的情况下，业务领导者仍在增加数字业务项目的支出，由此催生的服务需求推动了服务提供商探索如何使用GenAI工具来提高开发人员生产力，帮助企业弥合人才供需差距。
负责IT服务采购的供应源开发、采购和供应商管理（SPVM）领导者应：
提高技能并积累相关知识，更好地通过服务提供商评选和签约获取新服务，例如由GenAI驱动的代码生成器、数字孪生和机器学习即服务（MLaaS）。
与现有服务提供商探讨自助服务模式，必要时重新审核现有合同，以确保新合同能灵活处理以数字方式交付的服务。围绕服务范围、数量、客户满意度评分（CSAT）以及响应和解决时间重新商定服务等级协议（SLA），并且针对个性化需求共同制定新的SLA。
寻找机会与服务提供商共同选择和部署对企业友好的GenAI工具，以提高效率和生产率，并且将这些工具纳入现有和新的合约中。
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Analysts:
Allan Wilkins, Sundar Viswanathan, Gunjan Gupta, Alan Stanley, DD Mishra, Rajib Gupta
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