Jurnal Publikasi STMIK Pontianak

Measurement of Responsible AI and Sustainable AI Influence on IT Service Management

Abstrak

The utilization of artificial intelligence (AI) in IT service management has demonstrated considerable promise to enhance operational efficiency and service quality. The efficacy of AI integration in IT service management is significantly contingent upon implementing responsible and sustainable AI principles that establish digital trust as the cornerstone of system trust. Furthermore, most concentrate on technical elements, like algorithmic efficiency and service automation. The research objective assesses how responsible AI and sustainable AI enhance the efficacy of IT service management by establishing digital trust as a mediating variable. This study employed a convergent triangulation method utilizing an explanatory design approach through sophisticated elucidation. The research population comprises firms implementing AI in IT service management within the West Kalimantan region. Data were gathered via an online questionnaire administered to 282 participants using a random sampling method, with 239 respondents providing complete answers, resulting in a response rate of 84.75 %. Data analysis with the Likert scale and Partial Least Squares Structural Equation Modeling (PLS-SEM) tool. This research is novel due to its incorporation of ethical and sustainability aspects of AI within the measurement model of IT service management effectiveness, alongside a focus on responsible AI to foster digital trust and facilitate the successful transformation of AI-driven IT service management.

Kata Kunci: Measurement, Responsible AI, Sustainable AI, Digital Trust, IT Service Management.