Digital labor will be used in strategic business processes, with hundreds of skills and completing thousands of tasks a year. IT operation tools will be more advanced at incidence detection, triage and remediation, achieving 99.99% service level objectives.

Business OKRs and IT spending converge with greater visibility, recommendations for optimization, and intelligent remediations, increasing efficiency and ROI. We will advance digital labor through greater use of generative AI for dynamically sequencing tasks.

Digital labor will see widespread use of a trusted automation platform accessible via multiple communication modalities. We will integrate business OKRs and IT operations and use conversational AI interfaces across all aspects of applications.

By 2027, automation will adapt to changing environments, provide more sophisticated predictions, proactively avoid incidents, improve service levels by 10x, and optimize across cost, performance, and carbon footprint.

We will build trusted automated systems that will perform most of the mundane digital work. Business and IT will cease to be separate disciplines and become synergistic in definition and operation.

In 2030 and beyond, trusted decision-automation systems will operate most of the basic functions in an organization, with creative and strategic tasks done by humans. Automation will enforce the governance of sustainability goals.