Factors influencing AIOps adoption at a selected higher education institution in South Africa

Abstract

Artificial Intelligence has experienced notable progress and gained increasing prominence across diverse domains. One prominent development is the integration of AI into Information Technology Operations, commonly known as AIOps. Using the selected university as a case we explored how AIOps is being adopted in higher education institutions. The study aimed to understand the factors that drive or hinder the adoption of AIOps considering the growing importance of data-driven decision making and operational efficiency in universities. Using convenience sampling ten staff members were interviewed, including IT administrators and decision-makers. Thematic analysis was used for data analysis. The emerged themes were benefits of AIOps adoption, current levels of willingness to embrace AIOps, its application within scanning and monitoring networks, main barriers and drivers influencing adoption, and readiness of HEIs for AIOps integration. The insights gained from this investigation are valuable for education institutions that are considering implementing AIOps into their frameworks. The study contributes to enhancing IT service operational effectiveness in South African universities.