Streamlining AI Operations for Enhanced Productivity

Today's rapid pace of change in business requires IT and security leaders to transform operations for increased productivity and flexibility. Achieving this requires a comprehensive view of processes, systems, and resources to streamline and automate workflows. By simplifying operations, organizations can enhance collaboration, reduce lead times, and improve decision-making.

Recently, CIOs and CISOs in our Philadelphia communities got together to discuss and exchange ideas on implementing AI strategies to optimize processes and create efficiencies.  Manish Shah, Chief Transformation Officer at ServiceNow moderated the discussion.

Michael DaGrossa, VP Information Security, CISO at Genesis HealthCare; Greg Driscoll, CIO at Penn Mutual Life Insurance; Phil Long, CISO at Primo Brands; and Dave Snyder, Cloud Security Architect & CISO, Emeritus at Independence Blue Cross; and Christine Lyman, Managing Director, US ServiceNow Life Sciences Leader at Deloitte, served as discussion leaders. 

For CIOs and CISOs across our communities, increasing operational efficiencies and improving productivity are key priorities in 2025. Harnessing value from AI is also a top initiative for IT leaders. Executives in the discussion focused on how leveraging AI strategies, data accuracy and data-driven insights could optimize processes at their organizations.

Here are four key takeaways from the discussion:

1. AI Deployment Is Now About Execution, Not Exploration
   CIOs and CISOs in the discussion noted that the conversation has shifted from whether to use AI to how to implement AI strategies. As one executive said, “AI is here to stay. Now, it’s about how we deploy and execute effective AI strategies.” Organizations are focusing on educating their teams about what AI means for them, how it can drive growth and efficiency, and which trusted tools to use. Proper vetting, research, and secure usage of tools are essential – or as another executive shared, “Making sure everyone knows how to use them securely.”
   
   Executives also noted that they are evaluating AI solutions in house versus the vendor landscape. As one leader summed it up: “Most organizations are using tools offered by already established vendors that they work with who have added AI to offerings, or they are using private instances with good controls.”
2. Data Governance and Clean Processes Are Foundational
   Strong governance is critical for effective implementation, especially around data. Clean, standardized processes must be in place before layering AI on top, or organizations risk poor outcomes – such as the “garbage in, garbage out” problem. One CIO noted that companies seem to have “pivoted from AI committees on governance to governance around data – and the processes underneath the AI layer.” In fact, executives indicated that data governance is more important than ever to ensure AI delivers meaningful value.
   
   As one executive shared, “AI is going to amplify and accelerate data-driven results. What are we going to do differently to impact the business with this accelerated capability of AI?”
3. Change Management and Adoption Are Key Challenges
   There is ongoing fear and uncertainty about AI replacing jobs, according to executives in the discussion. Successful organizations are addressing this by promoting AI advocates within the business, encouraging adoption from both the top down and bottom up, and focusing on real use cases to drive productivity. Without these efforts, organizations risk internal divides between AI adopters and those left behind.
   
   As one CISO explained, “We are pushing ways to adopt it. Otherwise, we will see a bifurcation internally between those that adopt AI and those that get left behind."
4. Risk, Security, and Accountability Need Ongoing Attention
   As AI evolves from being an assistant to performing work autonomously in the case of agentic AI, new risks and vulnerabilities emerge—especially around security, compliance, and accountability. As one CISO pointed out: “There are vulnerabilities in this area. Is it going to become agents monitoring other agents?”
   
   Organizations must address issues like agent “hallucinations,” data privacy, and regulatory compliance, recognizing that risk tolerance and approaches will vary across organizations. Accountability frameworks for AI should mirror those used for human workers.

To join a conversation on improving operational efficiencies and productivity with AI, community members can sign in to the app to register for upcoming events. If you are new to Gartner C-level Communities, apply to join your local CIO or CISO community to connect with IT and security peers on critical priorities.
 

Special thanks to ServiceNow and Deloitte.