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CrowdStrike IT Outage Explained by a Windows Developer

July 24, 2024Aftermath, Attack Technology, Best Practices, Beyond, Business Continuity, Controls, Crisis, Crisis Management, Cyber Attacks, Cybersecurity, Digital Blackout, Digital era, Global, Governance Risk & Compliance, GRC, Impact, Implications, Incident, Information Technology, IT Governance, IT Outage, IT Service Management, ITSM, Resilience, Strategic Cybersecurity, Technology Trends, Threatsaftermath, attack technology, best practices, beyond, Business Continuity, controls, crisis management, Cyber Attacks, cybersecurity, Digital Blackout, digital era, global, Governance Risk & Compliance, GRC, impact, implications, incident, Information Technology, it governance, IT Outage, IT Service Management, ITSM, regulatory, resilience, strategic cybersecurity, technology trends, threatsadmin

Understanding the CrowdStrike IT Outage: Insights from a Former Windows Developer

Introduction

Hey, I’m Dave. Welcome to my shop.

I’m Dave Plummer, a retired software engineer from Microsoft, going back to the MS-DOS and Windows 95 days. Thanks to my time as a Windows developer, today I’m going to explain what the CrowdStrike issue actually is, the key difference in kernel mode, and why these machines are bluescreening, as well as how to fix it if you come across one.

Now, I’ve got a lot of experience waking up to bluescreens and having them set the tempo of my day, but this Friday was a little different. However, first off, I’m retired now, so I don’t debug a lot of daily blue screens. And second, I was traveling in New York City, which left me temporarily stranded as the airlines sorted out the digital carnage.

But that downtime gave me plenty of time to pull out the old MacBook and figure out what was happening to all the Windows machines around the world. As far as we know, the CrowdStrike bluescreens that we have been seeing around the world for the last several days are the result of a bad update to the CrowdStrike software. But why? Today I want to help you understand three key things.

Key Points

Why the CrowdStrike software is on the machines at all.
What happens when a kernel driver like CrowdStrike fails.
Precisely why the CrowdStrike code faults and brings the machines down, and how and why this update caused so much havoc.

Handling Crashes at Microsoft

As systems developers at Microsoft in the 1990s, handling crashes like this was part of our normal bread and butter. Every dev at Microsoft, at least in my area, had two machines. For example, when I started in Windows NT, I had a Gateway 486 DX 250 as my main dev machine, and then some old 386 box as the debug machine. Normally you would run your test or debug bits on the debug machine while connected to it as the debugger from your good machine.

Anti-Stress Process

On nights and weekends, however, we did something far more interesting. We ran a process called Anti-Stress. Anti-Stress was a bundle of tests that would automatically download to the test machines and run under the debugger. So every night, every test machine, along with all the machines in the various labs around campus, would run Anti-Stress and put it through the gauntlet.

The stress tests were normally written by our test engineers, who were software developers specially employed back in those days to find and catch bugs in the system. For example, they might write a test to simply allocate and use as many GDI brush handles as possible. If doing so causes the drawing subsystem to become unstable or causes some other program to crash, then it would be caught and stopped in the debugger immediately.

The following day, all of the crashes and assertions would be tabulated and assigned to an individual developer based on the area of code in which the problem occurred. As the developer responsible, you would then use something like Telnet to connect to the target machine, debug it, and sort it out.

Debugging in Assembly Language

All this debugging was done in assembly language, whether it was Alpha, MIPS, PowerPC, or x86, and with minimal symbol table information. So it’s not like we had Visual Studio connected. Still, it was enough information to sort out most crashes, find the code responsible, and either fix it or at least enter a bug to track it in our database.

Kernel Mode versus User Mode

The hardest issues to sort out were the ones that took place deep inside the operating system kernel, which executes at ring zero on the CPU. The operating system uses a ring system to bifurcate code into two distinct modes: kernel mode for the operating system itself and user mode, where your applications run. Kernel mode does tasks such as talking to the hardware and the devices, managing memory, scheduling threads, and all of the really core functionality that the operating system provides.

Application code never runs in kernel mode, and kernel code never runs in user mode. Kernel mode is more privileged, meaning it can see the entire system memory map and what’s in memory at any physical page. User mode only sees the memory map pages that the kernel wants you to see. So if you’re getting the sense that the kernel is very much in control, that’s an accurate picture.

Even if your application needs a service provided by the kernel, it won’t be allowed to just run down inside the kernel and execute it. Instead, your user thread will reach the kernel boundary and then raise an exception and wait. A kernel thread on the kernel side then looks at the specified arguments, fully validates everything, and then runs the required kernel code. When it’s done, the kernel thread returns the results to the user thread and lets it continue on its merry way.

Why Kernel Crashes Are Critical

There is one other substantive difference between kernel mode and user mode. When application code crashes, the application crashes. When kernel mode crashes, the system crashes. It crashes because it has to. Imagine a case where you had a really simple bug in the kernel that freed memory twice. When the kernel code detects that it’s about to free already freed memory, it can detect that this is a critical failure, and when it does, it blue screens the system, because the alternatives could be worse.

Consider a scenario where this double freed code is allowed to continue, maybe with an error message, maybe even allowing you to save your work. The problem is that things are so corrupted at this point that saving your work could do more damage, erasing or corrupting the file beyond repair. Worse, since it’s the kernel system that’s experiencing the issue, application programs are not protected from one another in the same way. The last thing you want is solitaire triggering a kernel bug that damages your git enlistment.

And that’s why when an unexpected condition occurs in the kernel, the system is just halted. This is not a Windows thing by any stretch. It is true for all modern operating systems like Linux and macOS as well. In fact, the biggest difference is the color of the screen when the system goes down. On Windows, it’s blue, but on Linux it’s black, and on macOS, it’s usually pink. But as on all systems, a kernel issue is a reboot at a minimum.

What Runs in Kernel Mode

Now that we know a bit about kernel mode versus user mode, let’s talk about what specifically runs in kernel mode. And the answer is very, very little. The only things that go in the kernel mode are things that have to, like the thread scheduler and the heap manager and functionality that must access the hardware, such as the device driver that talks to a GPU across the PCIe bus. And so the totality of what you run in kernel mode really comes down to the operating system itself and device drivers.

And that’s where CrowdStrike enters the picture with their Falcon sensor. Falcon is a security product, and while it’s not just simply an antivirus, it’s not that far off the mark to look at it as though it’s really anti-malware for the server. But rather than just looking for file definitions, it analyzes a wide range of application behavior so that it can try to proactively detect new attacks before they’re categorized and listed in a formal definition.

CrowdStrike Falcon Sensor

To be able to see that application behavior from a clear vantage point, that code needed to be down in the kernel. Without getting too far into the weeds of what CrowdStrike Falcon actually does, suffice it to say that it has to be in the kernel to do it. And so CrowdStrike wrote a device driver, even though there’s no hardware device that it’s really talking to. But by writing their code as a device driver, it lives down with the kernel in ring zero and has complete and unfettered access to the system, data structures, and the services that they believe it needs to do its job.

Everybody at Microsoft and probably at CrowdStrike is aware of the stakes when you run code in kernel mode, and that’s why Microsoft offers the WHQL certification, which stands for Windows Hardware Quality Labs. Drivers labeled as WHQL certified have been thoroughly tested by the vendor and then have passed the Windows Hardware Lab Kit testing on various platforms and configurations and are signed digitally by Microsoft as being compatible with the Windows operating system. By the time a driver makes it through the WHQL lab tests and certifications, you can be reasonably assured that the driver is robust and trustworthy. And when it’s determined to be so, Microsoft issues that digital certificate for that driver. As long as the driver itself never changes, the certificate remains valid.

CrowdStrike’s Agile Approach

But what if you’re CrowdStrike and you’re agile, ambitious, and aggressive, and you want to ensure that your customers get the latest protection as soon as new threats emerge? Every time something new pops up on the radar, you could make a new driver and put it through the Hardware Quality Labs, get it certified, signed, and release the updated driver. And for things like video cards, that’s a fine process. I don’t actually know what the WHQL turnaround time is like, whether that’s measured in days or weeks, but it’s not instant, and so you’d have a time window where a zero-day attack could propagate and spread simply because of the delay in getting an updated CrowdStrike driver built and signed.

Dynamic Definition Files

What CrowdStrike opted to do instead was to include definition files that are processed by the driver but not actually included with it. So when the CrowdStrike driver wakes up, it enumerates a folder on the machine looking for these dynamic definition files, and it does whatever it is that it needs to do with them. But you can already perhaps see the problem. Let’s speculate for a moment that the CrowdStrike dynamic definition files are not merely malware definitions but complete programs in their own right, written in a p-code that the driver can then execute.

In a very real sense, then the driver could take the update and actually execute the p-code within it in kernel mode, even though that update itself has never been signed. The driver becomes the engine that runs the code, and since the driver hasn’t changed, the cert is still valid for the driver. But the update changes the way the driver operates by virtue of the p-code that’s contained in the definitions, and what you’ve got then is unsigned code of unknown provenance running in full kernel mode.

All it would take is a single little bug like a null pointer reference, and the entire temple would be torn down around us. Put more simply, while we don’t yet know the precise cause of the bug, executing untrusted p-code in the kernel is risky business at best and could be asking for trouble.

Post-Mortem Debugging

We can get a better sense of what went wrong by doing a little post-mortem debugging of our own. First, we need to access a crash dump report, the kind you’re used to getting in the good old NT days but are now hidden behind the happy face blue screen. Depending on how your system is configured, though, you can still get the crash dump info. And so there was no real shortage of dumps around to look at. Here’s an example from Twitter, so let’s take a look. About a third of the way down, you can see the offending instruction that caused the crash.

It’s an attempt to move data to register nine by loading it from a memory pointer in register eight. Couldn’t be simpler. The only problem is that the pointer in register eight is garbage. It’s not a memory address at all but a small integer of nine c hex, which is likely the offset of the field that they’re actually interested in within the data structure. But they almost certainly started with a null pointer, then added nine c to it, and then just dereferenced it.

CrowdStrike driver woes

Now, debugging something like this is often an incremental process where you wind up establishing, “Okay, so this bad thing happened, but what happened upstream beforehand to cause the bad thing?” And in this case, it appears that the cause is the dynamic data file downloaded as a sys file. Instead of containing p-code or a malware definition or whatever was supposed to be in the file, it was all just zeros.

We don’t know yet how or why this happened, as CrowdStrike hasn’t publicly released that information yet. What we do know to an almost certainty at this point, however, is that the CrowdStrike driver that processes and handles these updates is not very resilient and appears to have inadequate error checking and parameter validation.

Parameter validation means checking to ensure that the data and arguments being passed to a function, and in particular to a kernel function, are valid and good. If they’re not, it should fail the function call, not cause the entire system to crash. But in the CrowdStrike case, they’ve got a bug they don’t protect against, and because their code lives in ring zero with the kernel, a bug in CrowdStrike will necessarily bug check the entire machine and deposit you into the very dreaded recovery bluescreen.

Windows Resilience

Even though this isn’t a Windows issue or a fault with Windows itself, many people have asked me why Windows itself isn’t just more resilient to this type of issue. For example, if a driver fails during boot, why not try to boot next time without it and see if that helps?

And Windows, in fact, does offer a number of facilities like that, going back as far as booting NT with the last known good registry hive. But there’s a catch, and that catch is that CrowdStrike marked their driver as what’s known as a bootstart driver. A bootstart driver is a device driver that must be installed to start the Windows operating system.

Most bootstart drivers are included in driver packages that are in the box with Windows, and Windows automatically installs these bootstart drivers during their first boot of the system. My guess is that CrowdStrike decided they didn’t want you booting at all without their protection provided by their system, but when it crashes, as it does now, your system is completely borked.

Fixing the Issue

Fixing a machine with this issue is fortunately not a great deal of work, but it does require physical access to the machine. To fix a machine that’s crashed due to this issue, you need to boot it into safe mode, because safe mode only loads a limited set of drivers and mercifully can still contend without this boot driver.

You’ll still be able to get into at least a limited system. Then, to fix the machine, use the console or the file manager and go to the path window like windows, and then system32/drivers/crowdstrike. In that folder, find the file matching the pattern c and then a bunch of zeros 291 sys and delete that file or anything that’s got the 291 in it with a bunch of zeros. When you reboot, your system should come up completely normal and operational.

The absence of the update file fixes the issue and does not cause any additional ones. It’s a fair bet that the update 291 won’t ever be needed or used again, so you’re fine to nuke it.

Conclusion

Further references

CrowdStrike IT Outage Explained by a Windows DeveloperYouTube · Dave’s Garage13 minutes, 40 seconds2 days ago

What skills should ITSM professionals acquire to be ready for the future job market influenced by AI adoption?

March 31, 2024AI, AI-powered, Artificial, Artificial Intelligence, Capabilities, Digital Transformation, Generative AI, Intelligence, IT Service Management, ITSM, SFIA, Skill set, Successful, Whatacquire, ai, artificial intelligence, IT Service Management, ITSM, professionals, SFIA, skills, Whatadmin

Embracing the Future: Essential Skills for ITSM Professionals in an AI-Driven Job Market

The rapid advancement and adoption of artificial intelligence (AI) technologies are reshaping industries, and the field of IT Service Management (ITSM) is no exception.

As organizations strive to enhance efficiency, reduce costs, and improve service delivery, AI is increasingly becoming a vital tool.

For ITSM professionals aiming to stay relevant and competitive in this evolving landscape, acquiring a new set of skills is imperative.

i. Understanding of AI and Machine Learning Fundamentals

o AI and ML Concepts: A foundational knowledge of AI and machine learning (ML) principles is essential. ITSM professionals should understand how AI algorithms work, learn basic ML models, and grasp how these technologies can automate tasks, predict issues, and drive decision-making processes.

o Application of AI in ITSM: Professionals need to know how AI can be applied in ITSM contexts, such as in predictive analytics for incident management, chatbots for user support, and automation of routine tasks. Understanding specific use cases helps in identifying opportunities to incorporate AI into ITSM strategies.

ii. Data literacy

AI technologies are underpinned by an immense volume of data. Therefore, developing data literacy— the ability to read, understand, create, and communicate data as information—is essential. Proficiency in data analysis tools and methodologies will empower ITSM professionals to derive actionable insights from data, enhancing decision-making and strategic planning processes.

iii. Data Analysis and Management

o Data Analytics Skills: Proficiency in data analysis is crucial because AI systems rely heavily on data for training models and making decisions. ITSM professionals must be able to interpret data, draw insights, and understand data quality requirements for AI applications.

o Data Governance: Managing and safeguarding data is increasingly important. Knowledge of data governance principles ensures that data used in AI systems is accurate, secure, and compliant with regulations.

iv. Programming and Automation Skills

o Coding Knowledge: A basic understanding of programming languages used in AI development, such as Python or R, can be highly beneficial. This doesn’t mean ITSM professionals need to become expert coders, but a familiarity with the basics can aid in collaborating more effectively with AI teams.

o Automation Tools: Familiarity with automation tools and platforms that integrate AI functionalities within ITSM workflows is essential. Knowing how to leverage these tools can lead to significant efficiency gains.

v. Change Management and Strategic Thinking

o Adapting to Change: As AI reshapes ITSM processes, the ability to manage change is more important than ever. ITSM professionals should be skilled in leading and managing transition processes, including technology adoption, and in preparing teams for new ways of working.

o Strategic Planning: Understanding how AI can align with and support the organization’s overall objectives is key. Professionals must be able to develop strategies that leverage AI for competitive advantage and innovation in service management.

vi. Automation expertise

With AI automating routine tasks, ITSM professionals will need to develop expertise in designing, implementing, and managing automated workflows to improve efficiency and free up time for more strategic work.

vii. Critical thinking and problem-solving

As AI takes over routine tasks, ITSM professionals will need to focus on higher-order thinking skills like critical analysis, problem-solving, and decision-making to address complex issues and ensure service continuity.

viii. Ethical Considerations and AI Governance

o Ethical AI Use: With the power of AI comes responsibility. ITSM professionals should be aware of ethical considerations, ensuring AI is used in a way that is fair, transparent, and respects privacy.

o AI Governance: Knowledge of frameworks and guidelines for AI governance is important for ensuring responsible AI implementation. This includes monitoring AI systems for biases, errors, and performance issues.

ix. Emotional Intelligence and Ethical Considerations

As AI takes over more technical tasks, the importance of human-centered skills like emotional intelligence (EQ) will surge. ITSM professionals must hone their EQ to manage teams effectively, foster collaboration, and navigate the complex ethical considerations AI introduces. Understanding the ethical implications of AI, including bias, privacy, and job displacement concerns, will be critical for guiding ethical AI integrations in IT services.

x. Cybersecurity Proficiency

As AI technologies become more prevalent, cybersecurity threats are evolving in sophistication. ITSM professionals need to prioritize cybersecurity proficiency to safeguard organizational data and systems from cyber threats. Understanding AI-based security solutions, threat detection techniques, and risk mitigation strategies will be crucial in ensuring the integrity and resilience of ITSM infrastructures.

xi. Continuous Learning and Adaptability

o Lifelong Learning: The field of AI is dynamic, with new developments constantly emerging. A commitment to continuous learning, through courses, workshops, and staying abreast of industry trends, is crucial.

o Adaptability: The ability to adapt to new technologies and approaches is essential. ITSM professionals should be open to experimenting with new tools, workflows, and methodologies as the field evolves.

xii. Communication and interpersonal skills

The human touch will remain essential in ITSM. Strong communication and interpersonal skills will enable ITSM professionals to effectively explain complex AI concepts to stakeholders, collaborate with AI systems, and provide exceptional customer service.

xiii. Conclusion

In conclusion, as AI continues to sculpt the job market, ITSM professionals must proactively expand their skill sets beyond traditional IT service management paradigms.

Acquiring a mixture of technical competencies, soft skills, and a deep appreciation for the ethical dimensions of AI will equip ITSM professionals to navigate the challenges and opportunities presented by AI adoption.

Investing in these areas will not only secure their relevance in the future job market but also position them as leaders in the AI-transformed ITSM landscape.

xiv. Further references

.:: EAITSM ::.https://blog.eaitsm.org › posts › wh…What ChatGPT has to say about AI Impact on ITSM Job …

LinkedIn · Prof. Leroy Ferrao2 reactions · 3 months agoHow should you prepare for the future with AI competing for your jobs?

consultia.cohttps://www.consultia.co › what-is-t…What is the impact of Artificial Intelligence on the future job market for IT … – consultia llc

Lepayahttps://www.lepaya.com › blog › a…AI Skills of the Future: Understand AI and Make it Work for You

TechBeaconhttps://techbeacon.com › will-ai-ta…Will AI take your IT operations job?

Innovature BPOhttps://innovatureinc.com › top-it-…Top IT Skills In 2024: Staying Ahead Of The Technology Curve

KnowledgeHuthttps://www.knowledgehut.com › ai…The Impact of AI on Jobs: Roles, Locations and Future Trends

ServiceNowhttps://www.servicenow.com › blogsAI and the Skills of the Future

DevOps.comhttps://devops.com › the-skills-suc…The Skills Successful DevOps Pros Need in 2023

LinkedIn · win10+ reactionsThe Impact of Artificial Intelligence on the Job Market

information-age.comhttps://www.information-age.com › …How to build a career in artificial intelligence – Information Age

TechRepublichttps://www.techrepublic.com › ho…4 Things IT Leaders Can Do Now To Build the Future Tech Team They Want

ottoit.com.auhttps://www.ottoit.com.au › naviga…Navigating the AI Revolution: Preparing the Australian Workforce for the Future – Otto

What new jobs will emerge for ITSM professionals due to widespread AI adoption?

March 30, 2024AI, AI-powered, Artificial, Artificial Intelligence, Benefits, Best Practices, Capabilities, Digital Age, Digital era, Digital Transformation, Emerging, Employing, Future, Generative AI, Governance, How To, Implementation, Information Technology, IT Service Management, ITSM, SFIA, Skill set, Talent, Technology Trends, What, Work Environmentai, artificial intelligence, capabilities, IT Service Management, ITSM, SFIA, talent, what newadmin

Navigating New Horizons: Emerging ITSM Job Roles in the Age of AI

As Artificial Intelligence (AI) continues its relentless march into every facet of technology, widespread adoption in the realm of IT Service Management (ITSM) is not just a possibility—it’s an inevitability.

This seismic shift promises not only to reshape existing roles but also to catalyze the creation of entirely new positions.

For ITSM professionals, this evolution presents an unparalleled opportunity to pioneer roles at the forefront of AI integration in IT services.

In this dynamic environment, several emerging job roles stand out as critical to managing and leveraging AI within ITSM frameworks.

i. From Automation Experts to AI Orchestrators

o AI Implementation Specialists: With the influx of AI tools, specialists will be needed to design, implement, and integrate these tools within existing ITSM frameworks. They will ensure seamless operation and maximize the value derived from AI.

o Data Analysts for AI-Driven Insights: Data is the fuel for AI. ITSM professionals with strong data analysis skills will be crucial to interpret the data generated by AI-powered tools, identify actionable insights, and optimize service delivery.

o ITSM Security Specialists for the AI Era: As AI becomes more prevalent, securing AI systems and data will be paramount. ITSM professionals with expertise in cybersecurity will be sought after to safeguard AI tools and prevent potential breaches.

ii. The Evolving Role of the ITSM Professional

These new roles highlight the evolving nature of the ITSM profession. While core ITSM principles remain important, the ability to collaborate with AI, leverage data for insights, and ensure security will be key differentiators.

iii. AI Adoption in ITSM: Breeding Ground for New Opportunities

iii.i Governance and Strategy

A. AI Governance and Strategy Consultants

As organizations navigate the complexities of AI adoption, there is a growing demand for consultants who can provide strategic guidance and governance frameworks tailored to the unique needs of ITSM environments. AI governance and strategy consultants help organizations develop roadmaps, define objectives, and establish governance structures to align AI initiatives with business goals and ensure long-term success.

B. Digital Transformation Consultant

Organizations adopting AI within their ITSM processes are essentially undergoing a digital transformation. Digital Transformation Consultants specialize in guiding organizations through this journey. They assess current ITSM practices, identify opportunities for AI integration, and develop strategies to leverage AI for service improvement. Their role is critical in ensuring a seamless transition to AI-powered ITSM, minimizing disruption, and maximizing the benefits of AI adoption.

C. AI-Enhanced ITSM Strategy Architect

The AI-Enhanced ITSM Strategy Architect will play a pivotal role in designing the overarching ITSM strategy, ensuring seamless integration of AI technologies. This role involves analyzing organizational needs, evaluating AI technologies, and crafting strategic plans that leverage AI to optimize IT service delivery. These architects will bridge the gap between AI possibilities and ITSM necessities, ensuring that AI initiatives align with business objectives and ITSM frameworks.

D. AI Ethics Compliance Manager

As organizations navigate the complexities of ethical AI use, the role of an AI Ethics Compliance Manager becomes increasingly significant. This professional is responsible for ensuring that AI implementations adhere to ethical guidelines, regulatory requirements, and organizational values. They will work closely with AI developers, ITSM teams, and legal departments to scrutinize AI algorithms for biases, privacy concerns, and potential ethical pitfalls, ensuring transparent and fair use of AI technologies.

E. AI Ethicists and Compliance Officers

As AI technologies become more pervasive, organizations must address ethical considerations and ensure compliance with regulatory standards. AI ethicists and compliance officers within ITSM teams are responsible for developing and enforcing ethical guidelines, data privacy policies, and regulatory compliance frameworks to mitigate risks associated with AI implementation and usage.

F. Data Trustee

AI systems rely heavily on data—to learn, make decisions, and provide insights. The Data Trustee is responsible for managing and safeguarding this data within the ITSM context. This role involves ensuring data accuracy, integrity, and privacy, as well as managing access permissions to sensitive data used by AI systems. Data Trustees play a crucial role in establishing trust in AI systems by ensuring data is handled responsibly and ethically.

iii.ii Design and Tactics

G. AI Change Management Specialists

The introduction of AI into ITSM workflows often necessitates significant organizational changes. AI change management specialists play a crucial role in facilitating smooth transitions by assessing the impact of AI initiatives, engaging stakeholders, and implementing change strategies to promote user adoption, mitigate resistance, and ensure successful AI integration.

H. AI User Experience (UX) Specialist

The integration of AI into ITSM tools will fundamentally change how users interact with IT services. An AI User Experience (UX) Specialist will be essential for designing user interfaces and experiences that are intuitive, engaging, and effective. This role involves understanding human behavior, AI capabilities, and ITSM processes to create user interactions that enhance satisfaction and productivity.

I. AI Service Designers

With AI playing a significant role in service delivery and customer support, there is a growing demand for professionals who can design AI-driven service experiences. AI service designers collaborate with cross-functional teams to conceptualize, prototype, and deploy AI-powered service solutions that enhance user satisfaction, streamline processes, and drive business outcomes.

J. AI Security Analysts

As AI systems become more integrated into ITSM environments, the need for security professionals adept at safeguarding AI technologies against cyber threats grows. AI security analysts specialize in identifying vulnerabilities, implementing robust security measures, and conducting regular audits to protect AI algorithms, data, and infrastructure from malicious attacks and breaches.

iii.iii Implementation and Operation

K. AI Implementation Specialists

With the integration of AI technologies into ITSM frameworks, there arises a need for specialists who can oversee the seamless implementation of AI-powered solutions. These professionals are responsible for understanding the organization’s unique requirements, selecting appropriate AI tools and platforms, and integrating them into existing ITSM processes while ensuring compliance and security.

L. AI Operations Analysts

As AI systems become integral to ITSM operations, the demand for analysts who can monitor, maintain, and optimize AI algorithms and models increases. AI operations analysts leverage data analytics and machine learning techniques to continuously improve AI performance, identify anomalies, and troubleshoot issues to ensure the reliability and efficiency of AI-driven ITSM processes.

M. AI Service Manager

The AI Service Manager role encompasses managing the lifecycle of AI-powered services within the ITSM framework. This includes planning, designing, delivering, and improving AI services to meet organizational objectives and user needs. They act as a bridge between ITSM teams, AI developers, and business units, ensuring that AI services align with business goals and deliver value. Their responsibilities also include monitoring the performance of AI services and gathering feedback for continual service improvement.

N. AI Operations Specialist

With AI systems becoming integral to IT service delivery, there is a burgeoning need for specialists who can manage the operational aspects of AI technology. An AI Operations Specialist will oversee the deployment, maintenance, and optimization of AI tools and solutions within the ITSM ecosystem. This role involves ensuring that AI systems are running efficiently, troubleshooting any issues, and updating systems to adapt to new requirements or to leverage new AI advancements.

O. AI Training and Development Coordinators

To maximize the benefits of AI technologies, organizations need employees who are proficient in leveraging AI tools effectively. AI training and development coordinators design and deliver training programs, workshops, and resources to upskill ITSM professionals and empower them to harness the full potential of AI-driven capabilities in their roles.

iv. A Thriving Future for ITSM Professionals

The future of ITSM is bright. By embracing AI and developing the necessary skillsets, ITSM professionals can thrive in this new era. The human-AI partnership will lead to a more efficient, intelligent, and future-proof approach to IT service management.

v. Conclusion

The advent of AI in ITSM opens up a myriad of opportunities for ITSM professionals willing to adapt and evolve.

The emergence of these new roles underscores the importance of AI in the future of IT service management and highlights the need for a skilled workforce that can harness the power of AI to drive service excellence.

As the landscape continues to change, continuous learning and adaptability will be key for ITSM professionals aiming to thrive in this new era.

ITSM professionals who embrace these emerging job roles and acquire the necessary skills will be well-positioned to thrive in an AI-driven future.

vi. Further references

LinkedIn · Borahan Salih ÖZDOĞAN10 months agoEmbracing New Horizons: The Future of Jobs in the Age of AI

LinkedIn · Resume Mansion1 month agoNavigating the age of AI: Emerging job roles for the future

information-age.comhttps://www.information-age.com › …How to build a career in artificial intelligence – Information Age

edXhttps://campus.edx.org › ed…PDFNAVIGATING THE WORKPLACE IN THE AGE OF AI

Red Hathttps://www.redhat.com › blog › w…What to expect in the next era of artificial intelligence in banking

Monster for Employers | Monster.comhttps://hiring.monster.com › blogCharting the Future: Emerging Job Roles in the Age of AI and Chatbots

CIO Divehttps://www.ciodive.com › news3 CIO considerations for the generative AI onslaught

Ranktrackerhttps://www.ranktracker.com › blogThe Future of ITSM with AI Technology …

CIO | The voice of IT leadershiphttps://www.cio.com › article › wh…Where is the AI?

IBM Newsroomhttps://newsroom.ibm.com › 2023…EY and IBM Launch Artificial Intelligence Solution Designed to Help Increase …

InformationWeekhttps://www.informationweek.com › …IT Leaders Share Why They Made the Switch to No-Code ITSM

CIO | The voice of IT leadershiphttps://www.cio.com › article › mo…11 most in-demand gen AI jobs companies are hiring for

Black Hathttps://www.blackhat.com › webcastWebinar: Perspectives on AI, Hype and Security

What is the impact of Artificial Intelligence on the future job market for IT Service Management professionals?

March 29, 2024AI, AI-powered, Artificial, Artificial Intelligence, Digital Transformation, Employing, Future, Impact, Intelligence, IT Service Management, ITSM, SFIA, Whatfuture, impact, IT Service Management, ITSM, job market, What isadmin

The Future of IT Service Management: Navigating the AI Revolution

The rapid advancement of Artificial Intelligence (AI) has sent ripples across various industries, significantly impacting job roles, skill requirements, and employment trends.

For IT Service Management (ITSM) professionals, the rise of AI presents both formidable challenges and unprecedented opportunities. As AI technologies continue to evolve, their influence on the future job market for ITSM professionals is becoming increasingly profound.

i. AI in the IT Service Management Arena: Reshaping Roles, Not Replacing People

Artificial intelligence (AI) is rapidly transforming the IT landscape, and IT Service Management (ITSM) is no exception. While AI may automate routine tasks, it’s crucial to understand that it’s augmenting, not replacing, ITSM professionals. Let’s explore how AI is shaping the future of ITSM jobs.

ii. AI: Streamlining Tasks, Empowering Professionals

AI-powered tools are automating repetitive tasks in ITSM, such as incident ticketing, freeing up valuable time for professionals to focus on higher-level functions. Here’s how:

o Automated Ticketing and Resolution: AI can streamline incident ticketing by categorizing issues, routing them efficiently, and even suggesting potential solutions.

o Enhanced Problem Solving: AI-powered analytics can analyze vast amounts of data to identify root causes of problems, enabling proactive maintenance and preventing future incidents.

iii. While AI handles routine tasks, human expertise in ITSM remains irreplaceable

Here’s why:

o Strategic Thinking and Decision-Making: ITSM professionals will continue to play a vital role in designing and implementing IT service strategies, leveraging AI recommendations for informed decision-making.

o Human Touch in User Experience: Providing exceptional customer service and user experience will remain a human domain. ITSM professionals will need to excel at communication, relationship building, and conflict resolution.

o Adaptability and Continuous Learning: The ability to adapt to evolving technologies and embrace continuous learning will be critical for ITSM professionals to thrive in the AI-powered future.

iv. The Dual Facet of AI in ITSM: Disruption and Empowerment

The integration of AI into ITSM processes is transforming traditional service delivery models, automating routine tasks, and facilitating more efficient operations. On one hand, this automation could lead to apprehensions about job displacement for tasks that AI can perform more efficiently. On the other hand, AI also empowers ITSM professionals by augmenting their capabilities and enabling them to focus on more strategic, high-value activities.

v. Enhancing Efficiency and Productivity

AI-driven tools and solutions are becoming essential in handling the volume, velocity, and variety of IT service requests and incidents. Through predictive analytics, AI can forecast service disruptions and automate responses to routine service requests, significantly reducing resolution times and freeing ITSM professionals to concentrate on complex issues and strategic initiatives. This shift not only enhances operational efficiency but also improves job satisfaction by reducing time spent on repetitive tasks.

vi. Skill Set Transformation

The advent of AI necessitates a reevaluation of the skill sets deemed essential for ITSM professionals. Proficiency in AI and machine learning (ML) technologies, understanding of data analytics, and the ability to intertwine AI strategies with ITSM processes become paramount. This shift doesn’t imply that traditional ITSM knowledge becomes obsolete but rather that it needs to be complemented with new skills. Therefore, continuous learning and adaptability become critical characteristics for professionals aiming to thrive in the evolving ITSM landscape.

vii. Impact of Artificial Intelligence on IT service

A. Automation of Routine Tasks:

AI-powered automation tools are increasingly being integrated into IT service management processes to streamline repetitive tasks such as incident management, service desk operations, and routine maintenance activities. This automation reduces the need for manual intervention, leading to a shift in the skill set required for IT service management roles. Professionals will need to adapt by acquiring expertise in configuring, managing, and optimizing AI-driven systems.

B. Enhanced Decision Support:

AI technologies, particularly machine learning algorithms, provide valuable insights and predictive analytics capabilities to IT service management professionals. These tools analyze vast amounts of data to identify patterns, detect anomalies, and anticipate potential issues before they occur. As a result, IT service management professionals will increasingly rely on AI-driven decision support systems to make informed decisions, prioritize tasks, and optimize resource allocation.

C. Augmented Collaboration:

AI-powered collaboration platforms and virtual assistants facilitate seamless communication and knowledge sharing among IT service management teams. These tools enable professionals to access relevant information, collaborate on projects, and resolve issues more efficiently. As AI continues to evolve, it will augment the capabilities of IT service management professionals, enabling them to work smarter and more collaboratively across diverse teams and geographies.

D. Shift Towards Strategic Initiatives:

With the automation of routine tasks and the availability of advanced analytics, IT service management professionals can redirect their focus towards strategic initiatives that drive business value. AI enables proactive problem-solving, innovation, and the optimization of IT processes, allowing professionals to contribute more effectively to organizational objectives such as digital transformation, agility, and competitiveness.

E. Demand for New Skills:

As AI becomes increasingly integrated into IT service management practices, there will be a growing demand for professionals with specialized skills in areas such as data science, machine learning, natural language processing, and AI ethics. Additionally, soft skills such as critical thinking, adaptability, and communication will become increasingly important as professionals navigate the evolving role of AI in the workplace.

F. Evolution of Job Roles:

The emergence of AI in IT service management is leading to the evolution of traditional job roles and the creation of new ones. While some tasks may be automated, new opportunities will arise in areas such as AI system implementation, governance, ethics, and strategy. IT service management professionals will need to continuously upskill and reskill to remain relevant in the AI-driven job market.

viii. New Roles and Opportunities

As AI redefines the landscape of ITSM, new roles are emerging that were unimaginable a few years ago. Positions such as AI Trainers, who teach AI systems how to simulate human decision-making processes, and Transparency Analysts, who interpret AI algorithms and explain their outcomes to stakeholders, are becoming crucial. Additionally, the need for professionals to oversee the ethical use of AI, ensure data privacy, and manage AI-related risks is growing. These roles underscore the importance of human insight and oversight in maximizing the potential of AI technologies.

ix. The Strategic Shift

The impact of AI extends beyond operational tasks, influencing the strategic role of ITSM. ITSM professionals are increasingly expected to leverage AI insights to drive business decisions, optimize service delivery, and improve customer experiences. This shift not only elevates the strategic importance of ITSM within organizations but also enhances the career trajectory of professionals in this field.

x. Preparing for the Future

To navigate the AI-driven transformation, ITSM professionals need to proactively prepare for the future by:

o Embracing Lifelong Learning: Committing to continuous learning and professional development to stay abreast of the latest AI technologies and methodologies.

o Cultivating a Strategic Mindset: Developing the ability to leverage AI insights for strategic planning and decision-making.

o Fostering Adaptability: Being open to change and adaptable to new roles and responsibilities that AI integration may bring.

xi. The Future of ITSM: A Human-AI Collaboration

The future of ITSM lies in collaboration. AI will handle the heavy lifting of repetitive tasks, while ITSM professionals focus on strategic areas, user experience, and continuous learning. This human-AI partnership will lead to a more efficient, proactive, and user-centric ITSM approach.

xii. Conclusion

The impact of Artificial Intelligence on the future job market for IT Service Management professionals is significant, characterized by shifts in required skill sets, the emergence of new roles, and enhanced efficiencies in IT service delivery.

Embracing AI as an enabler for career development and service improvement is the pathway forward. As ITSM professionals navigate this evolving landscape, their ability to adapt, learn, and innovate will be the determining factors of success in this new era of IT service management.