Description

In this episode of The Hitchhiker’s Guide to IT, host Michelle Dawn Mooney is joined by Jaro Tomik, Chief Technologist and Digital Enablement Expert at CDW UK, to tackle a big question: How many human-centered designers does it take to implement AIOps?

As IT teams face growing pressure to automate, predict, and self-heal, Jaro breaks down why cultural roadblocks, poor data hygiene, and outdated processes continue to stall progress. With a sharp focus on end-user experience and data orchestration, he outlines a vision for zero-ticket futures where automation quietly resolves issues—before users even notice them.

You’ll learn:

• Why IT still struggles with bad data and invisible processes
• How zero-ticket ops flip the script on traditional service desks
• The role of human-centered design in scaling automation
• What predictive self-healing actually looks like in practice
• Why the real risk isn’t AI—it’s ignoring how to use it effectively
• How business leaders are bypassing IT’s self-reported metrics

Jaro’s perspective blends practical experience with big-picture thinking. If your team is exploring automation, AIOps, or just wants fewer support tickets, this is your starting point.