Jennifer Lin helps organizations make IT services more reliable, responsive and easier to use. Her field is IT service management: incident and problem management, change management and continual service improvement, and the work of bringing technical teams and business stakeholders together to solve the problems that keep coming back.
Her posts here come from the same place. Handing work to an AI tool or agent is a service management problem before it is a model problem: somebody has to say what the work is, what done looks like, who owns the instructions and who approves the result. Most of what goes wrong with AI at work is a gap in one of those, and most of the fix is writing it down.
She is studying toward the Certified Information Systems Security Professional (CISSP) certification, with a particular interest in how security and risk management can become a natural part of everyday IT operations rather than a separate gate in front of them.