Automated, Not Absolved
Who's accountable when AI runs IT. Real stories and a governance playbook for service leaders.
AI will run more of IT operations. This book is about the two questions that follow: who stays accountable when the automation gets it wrong, and what happens to the people whose work it takes on.
The ticket said resolved. It had said resolved every time. It had never once recorded the work.
Read chapter 1, free
The Work Behind the Ticket: a call at a Cairo service desk, an Australian bank that cut 45 roles for a voice bot and then reversed it, and a checklist for deciding what to automate. No email, no sign-up.
What every chapter carries
Two stories
A public, dated, sourced incident, and one from the floor: anonymised experience from GCC service delivery.
The name on the report
Who was accountable, who should have been, and who got blamed. The argument builds chapter by chapter.
The autonomy dial
Inform, suggest, approve-to-act, act-and-notify, bounded autonomy. Every story is placed on it.
The Monday Morning Card
Three actions for Monday, one question for your next team meeting, and one template from the workbook.
Contents
- 01The Work Behind the TicketFree sample
- 02Green Dashboards, Red FacesDrafted
- 03The Bot Spoke for UsIn writing
- 04The Change Nobody Signed OffDrafted
- 05Hands on the ControlsIn writing
- 06The Fix That Lived in One HeadIn writing
- 07One Flight Plan in Fifteen MillionIn writing
- 08The Juniors Who Never ArrivedIn writing
- 09Faster, They SaidIn writing
- 10The Human in the Crumple ZoneIn writing
- 11Believed Over PeopleIn writing
- 12From Dubai: AI-Native, Still HumanIn writing
- 13A Name on the ReportIn writing
Follow the writing
New chapters are shared on LinkedIn as they are drafted. The rest of the site stays free in the meantime.