Operational Excellence (OPEX) Daily Briefing – Tuesday, November 18, 2025: Don’t digitize the chaos: AI Agents Require Operational Readiness Before Deployment.

Điểm Tin Operational Excellence (OPEX) Mỗi Ngày – Thứ Ba, Ngày 18/11/2025: Đừng “số hóa sự hỗn loạn”: AI Agents đòi hỏi doanh nghiệp đánh giá mức độ sẵn sàng vận hành trước khi triển khai.

Welcome to my unique weekday article for the paid subscriber-only edition.

Operational Excellence (OPEX) Daily Briefing – issued on weekdays (Monday to Friday).

Điểm tin Operational Excellence (OPEX) hằng ngày (phát hành các ngày thứ Hai đến thứ Sáu).

This is the bilingual post in English and Vietnamese. Vietnamese is below.

Đây là bài viết song ngữ Anh-Việt. Tiếng Việt ở bên dưới.

English

Part 1: Official Statement

AI agents will redefine how organizations manage infrastructure and technology operations

On November 18, 2025, at the IT Infrastructure, Operations & Cloud Strategies Conference in London, technology research firm Gartner emphasized a critical message: AI agents will be the next major shift in I&O – Infrastructure & Operations. According to Gartner’s analysis, the future of technology operations will move from human-centric operations to agent-centric I&O.

This message reflects a transition from traditional reactive operations (only fixing incidents after they occur) to anticipatory operations (detecting and adjusting before risks appear). In a context where many organizations require 24/7 service stability, this trend is especially important for industries with strict system reliability requirements such as finance, healthcare, logistics, e-commerce, public services, and digital platforms.

According to Gartner, AI agents differ from traditional automation in three core aspects. First, the ability to autonomously gather and interpret operational data from multiple sources and environments. Second, the capacity to generate recommendations or actions to maintain system reliability, instead of only executing pre-programmed commands. Third, AI agents possess self-learning capabilities, improving decision-making quality over time.

This has deep implications in systems where downtime causes severe losses in financial performance, brand trust, data security, and customer experience. Organizations seeking to reduce service interruption will view AI agents as a strategic lever to increase service reliability.

Gartner also indicated that most organizations remain stuck in reactive operations, where optimization efforts come too late because damage has already occurred. The agent-centric I&O model enables a transition toward proactive operations and ultimately anticipatory operations. To achieve this, organizations need to integrate cloud, on-premise, and edge computing environments. The adoption of IoT – Internet of Things increases data exponentially, requiring a higher level of automated decision-making.

However, Gartner noted that in order for AI agents to operate effectively, organizations must meet three prerequisites. First, Process First – Technology Second. If processes are not stable, technology will only accelerate operational chaos. Second, data quality and data consistency must be ensured, because incorrect data leads to incorrect decisions and higher operational risk. Third, workforce capability must shift from decision-making based on experience to data-driven decision making.

The most important point from this insight is the redefinition of the role of OPEX – Operational Excellence in the age of AI. OPEX is no longer only about cost optimization and waste elimination, but about strengthening execution capability, risk prediction, and service stability. The core mindset is: organizations are not just operating better, but operating smarter, with the ability to self-learn, self-adjust, and self-improve in real time.