Informed Consent

You are invited to take part in a research study of the relationship between AI-ITSM (Information Technology Service Management) training hours and AI-ITSM usage intensity in mid-sized North American firms. You were chosen for the study because you hold a senior IT Service Management role at a mid-sized (approximately 500–1,500 employees) North American technology company. This form is part of a process called “informed consent” to allow you to understand this study before deciding whether to take part.

This study is being conducted by Michael D. Majeski, who is a researcher at the University of the Southwest. Research gathered in this study will be used to fulfill the requirements of a doctoral dissertation at the University of the Southwest.

Background Information:
The purpose of this study is to examine whether there is a relationship between the total number of AI-ITSM training hours and the weekly usage intensity of AI-ITSM features in mid-sized North American technology firms.

Procedures:
If you agree to be in this study, you will be asked to:
• Complete a brief online survey about your AI-ITSM training and usage.

Voluntary Nature of the Study:
Your participation in this study is voluntary. This means that everyone will respect your decision about whether to participate in the study. No one will treat you differently if you decide not to be in the study. If you choose to join the study now, you can still change your mind during the study. If you feel stressed during the survey, you may stop at any time. You may skip any questions that you think are too personal.

Risks and Benefits of Being in the Study:
Participation in the study will take approximately 5–7 minutes and will involve completing an online survey about your AI-ITSM training and usage. This study could potentially benefit organizations and researchers by providing insights into how training influences the successful adoption of AI in IT service management environments.

Compensation:
There is no compensation for participating in this study.

Confidentiality:
Any information you provide will be entirely confidential. The researcher will not use your information for any purposes outside of this research project. Also, the researcher will not include your name or other information that could identify you in the report.

Contacts and Questions:
You may ask any questions you have now. Or if you have questions later, you may contact the researcher via telephone (281-705-4182) or email (1066042@usw.edu). If you want to talk privately about your rights as a participant, you can contact the chair of the USW Institutional Review Board via email (IRB@usw.edu). USW’s approval number for this study is 091 and it expires on 04/16/2027

The researcher will give you a copy of this form to keep.

Question Title

* 1. I have read the above information and understand the study well enough to decide on my involvement. By signing below, I agree to the terms described above.

Printed Name of Participant

Question Title

* 2. Date of consent

Date

Question Title

* 3. Participant’s Written or Electronic* Signature

Researcher’s Written or Electronic* Signature: Michael D Majeski
The Uniform Electronic Transactions Act regulates electronic signatures. Legally, an “electronic signature” can be the person’s typed name, their email address, or any other identifying marker. An electronic signature is as valid as a written signature, provided the parties have agreed to conduct the transaction electronically.
What counts as AI-ITSM for this survey?

- AI-ITSM refers to the use of any artificial intelligence or machine learning-assisted tools in support of IT Service Management activities. This includes, but is not limited to:
- Automated ticket routing, classification, or prioritization
- AI-assisted incident detection or resolution recommendations
- Chatbots or virtual agents handling service desk requests
- Predictive analytics for change management or capacity planning

AI-powered tools (such as Microsoft Copilot, ChatGPT, or similar large language models) used to summarize, draft, or analyze IT-related documents, emails, meeting notes, or technical reports

If you or your team use any of these capabilities — even informally or occasionally — please consider that usage when answering the following questions.

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