Adoption of Artificial Intelligence in IT Service and Cybersecurity Management: A Systematic Literature Review on Organisational Readiness, Barriers, Opportunities and Future Research Direction

Ackmez Allamammaly

Artificial Intelligence, IT Service Management, Cybersecurity, AI Adoption, Organisational Readiness, Machine Learning.

This study provides a systematic review of literature regarding artificial intelligence implementation within information technology services management and cybersecurity operations through a PRISMA 2020 guideline and Technology Organizational Environment (TOE) framework. Literature was reviewed to understand AI implementation barriers, organizational readiness, effectiveness, and efficiency factors, productivity, resilience, among many more. Different cases have been analyzed to understand how the use of artificial intelligence enhances effectiveness during service delivery, incident management and response, and threat detection. The major barrier of artificial intelligence implementation is identified as data quality issues. Some other barriers identified include the existence of legacy systems, skills-related issues, and so forth. From the above analysis, it becomes clear that successful and accountable AI implementation demands an approach covering multiple components, such as leadership and governance. Such an approach helps bridge the gap in the integration of technology and people while adopting AI. These findings will serve as the foundation for further studies. These findings will be significant for future research.

Received: 28 Sep 2026, Received in revised form: 25 Oct 2026, Accepted: 31 Oct 2026, Available online: 06 Nov 2026

10.22161/ijaers.13.11.1