Framework for artificial intelligence implementation in IT service desks at South African higher education institutions
Year: 2026
Type: article
Abstract: South African Higher Education Institutions (HEIs) are heavily dependent on digital systems to support teaching, learning and administration. This places significant pressure on Information Technology (IT) service desks that operate with limited staffing, rising ticket volumes and diverse user support needs. These operational constraints have highlighted the need for structured and contextually appropriate approaches to strengthening service responsiveness and sustainability. This study investigated how Artificial Intelligence (AI) can be integrated into IT service desks within South African HEIs in a responsible and context-sensitive manner. A qualitative, inductive approach was adopted, informed by an interpretivist stance. The methodology combined a literature review, a systematic literature review and thematic analysis to identify adoption factors, applicable AI technologies and contextual constraints. The study was guided by the Technology-Organisation-Environment (TOE) framework, the Technology Acceptance Model (TAM) and established IT Service Management (ITSM) principles, ensuring that technological, organisational and human dimensions were equally considered. The findings indicated that AI offers opportunities to automate routine tasks, improve ticket categorisation and support proactive incident management. However, integration is influenced by organisational readiness, infrastructure maturity, governance obligations, regulatory compliance under the Protection of Personal Information Act and user trust. The study proposes a four-phase conceptual framework that provides structured guidance for AI integration through readiness assessment, process alignment, pilot exploration and strategic scaling under appropriate governance oversight. The framework contributes a context-specific model for higher education service desk environments. The study is limited by its reliance on secondary data and the absence of empirical validation. Future research should pilot and evaluate the framework across institutions with varying levels of digital maturity. It is recommended that HEIs adopt a phased and governance-aligned approach to AI integration to ensure responsible and sustainable service enhancement.
Author: Papu, Sphelo Mfusi
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W7224688910