AI in IT Operations: How to Build Trust, Automate Smarter & Prepare for Autonomous IT
What does it take to make AI and automation actually work in enterprise IT?
In this episode of Agents of IT, Resolve’s Zach Austin sits down with Nick Dimmock, Co-Founder and CEO of TechWorks, to discuss how IT automation is evolving, why trusted data matters, and what organizations need to build before AI can deliver meaningful business outcomes.
They explore one of the biggest mistakes enterprises make with automation: automating inefficient processes before fixing them. Nick explains why organizations should start with high-frequency, repetitive tasks, build confidence through measurable wins, and expand automation as processes and data mature.
The conversation also examines the changing role of IT teams as AI becomes embedded in operations. AI can accelerate diagnostics, surface insights, prioritize issues, and execute automation, while people remain critical for governance, approvals, accountability, and complex decision-making.
You’ll also hear why the future of IT may depend less on adding more tools and more on creating trusted operational intelligence that AI and automation can confidently act on.
Chapters
00:00 Introduction
00:19 Meet Nick Dimmock, Co-Founder & CEO of TechWorks
01:05 How Nick Got Into IT
02:59 The Story Behind TechWorks
05:31 How Enterprise Automation Has Changed
08:47 Why You Should Fix Processes Before Automating Them
10:33 Start Small: Building Confidence in Automation
13:53 Finding ROI in Repetitive IT Tasks
15:24 How AI Will Change IT Teams
17:21 Why Humans Still Matter in Autonomous IT
21:27 What AI Needs Before It Can Deliver Value
24:17 Governance, Stakeholder Buy-In & Visibility
26:23 Where AI and Intelligent Automation Are Headed
28:01 Why Trusted Data Is the Foundation for AI
31:04 The IT Problem We Still Haven’t Solved
33:05 Closing Thoughts
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