Content Map
1. Predictive Maintenance
2. Automated Ticketing and Issue Resolution
3. Enhanced Automated Observability
4. Improved Identity & Access Management
5. Transforming the IT Help Desk
6. Improved Testing Automation
7. Generating Policies and Procedures
Constant changes in technology create new challenges for organizations, especially their IT operations. The exponential growth of data, the complexity of modern infrastructures, and the relentless pace of technological change have created a perfect storm of demands. To deal with the growing amounts of data and the complexities of modern systems, IT teams need innovative solutions. Many are now turning to artificial intelligence, especially generative AI (genAI), to meet these needs.
Indeed, companies are increasingly using genAI to automate tasks, from software development to incident management. This approach helps reduce manual effort, minimize errors, and improve operational efficiency.
In this article, we will discuss seven important ways genAI can improve IT processes. If your business is thinking about adopting these technologies, keep reading for helpful insights!
Artificial intelligence for IT operations (AIOps) marks a significant change in how businesses monitor and improve their IT systems. Essentially, AIOps integrates sophisticated AI technologies and machine learning (ML) techniques to automate and optimize various elements of IT management.
Generative AI significantly contributes to AIOps by automating data analysis, identifying issues, and forecasting outcomes. As a result, this advanced technology helps solve practical issues such as incident management, capacity planning, performance optimization, and resource distribution. Companies can thus proactively address challenges, maximize their resources, and deliver efficient operations.
Learn more: Top 8 Generative AI Use Cases Across Industries
Enterprise Strategy Group (ESG) conducted a survey revealing the importance of generative AI in IT automation. It found that 85% of organizations utilizing or planning to adopt generative AI reported a noticeable improvement – between 31% and 50% – in IT operations metrics within just 24 months.
Generative AI is driving innovation across a range of IT functions. Let’s take a closer look at 7 most influential areas where this technology is making a notable difference:
One of the most transformative applications of Generative AI is predictive maintenance. This technology enables a shift from reactive to proactive operations. By analyzing data from historical incidents and system logs to the current application and system performance, generative AI equips site reliability engineers with valuable insights into potential issues that may arise, allowing for strategic planning to act before problems escalate.
For example, a GenAI system might detect subtle changes in server performance that humans might overlook. Flagging these early warning signs allows IT teams to schedule maintenance during off-peak hours, lowering disruption to business operations. This reduces downtime and extends IT assets’ lifespan, leading to significantly reduced operational costs.
Also read: What Are the Differences Between Generative AI and Predictive AI?
Service desk agents often find themselves inundated with technical issues, resulting in overwhelming workloads. With an ever-increasing number of support requests, this will make it challenging for teams to keep up. While the rise of technology brings about more issues with servers, hardware, and user errors, this surge shouldn’t diminish the quality of support service desks provide. Here, generative AI steps in to streamline the process by automating routine tasks, from ticket creation and categorization to routing.
GenAI-powered ticketing systems can analyze user requests’ content, understand the ticket data’s nature, and automatically assign priority levels based on predefined criteria. This intelligent triage ensures that critical issues are addressed promptly while routine requests are handled efficiently, even without human intervention.
Moreover, these systems can learn from past resolutions, building a knowledge base that can automatically suggest solutions or even resolve common issues. This will help speed up the resolution process and reduce the workload on IT support staff, enabling them to focus on more complex issues, ultimately enhancing the quality of service provided and improving customer satisfaction – reflected in better user feedback online.
Research by Forrester indicates that organizations implementing AI-driven ticketing systems have seen a reduction in mean time to resolution (MTTR) by up to 50% and a considerable increase in first-contact resolution rates.
Due to the complex, modern IT infrastructure, maintaining visibility across all systems and applications is a huge challenge. Generative AI provides real-time insights into the performance and health of IT systems, enhancing automated observability.
GenAI-powered observability tools can ingest and analyze historical data from various sources, including logs, metrics, and traces. After correlating this data, these tools provide a holistic view of the IT environment, making it easier to find the root cause of issues and understand the impact of changes.
Additionally, GenAI algorithms can learn normal behavior patterns for different systems and applications. This capability enables them to quickly detect and alert on anomalies that might indicate potential problems. For example, an AI system might notice an unusual spike in CPU usage on a particular server and correlate it with recent code changes, helping IT teams quickly identify and resolve the issue.
Identity & Access Management (IAM) oversees user identities, authentication, authorization, and access control. It makes sure that only authorized individuals have access to the appropriate resources within the IT infrastructure of an organization.
Generative AI greatly improves IAM processes through automated verification identity and access control using AI algorithms. It analyzes user behavior patterns, manages user permissions, detects anomalies, and implements adaptive authentication measures to protect against unauthorized access.
For instance, a genAI IAM system notices that a user who typically accesses the system from a specific location during business hours suddenly attempts to log in from a different country at an unusual time. The system can automatically flag this as suspicious activity and implement additional authentication steps or even block the access attempt.
Additionally, generative AI can assist in managing complex access policies across diverse IT environments. The systems analyze user roles, responsibilities, and historical access patterns to suggest appropriate access levels and help maintain the principle of least privilege.
The traditional IT help desk is undergoing a significant transformation thanks to chatbots, virtual assistants, and automated ticketing systems. These innovations empower businesses to provide immediate personalized support and expedite ticket handling, thereby boosting efficiency and customer satisfaction.
Generative AI chatbots can understand natural language queries, access knowledge bases, and even learn from past interactions to provide more accurate and helpful automated responses over time. For more complex issues, genAI can assist human agents by providing relevant and necessary information and suggested solutions, speeding up the resolution process.
Plus, genAI is capable of analyzing help desk data to identify trends and recurring issues, helping IT teams proactively address common problems and improve overall service quality. Let’s say the genAI tool notices a spike in password reset requests following a system update, and it can alert IT teams to potential usability issues that need to be addressed.
Learn more: 7 Mind-Blowing Applications of Generative AI in Customer Service
Testing is critical but often time-consuming. To streamline the software development lifecycle, various testing processes – such as functional testing, performance testing, and regression testing – can be automated using advanced tools.
Generative AI solutions play a vital role in this automation as they analyze test data, generate test cases, and identify patterns. This technology enhances test coverage, accelerates testing procedures, and boosts overall software testing efficiency.
Adaptive testing, automatic test case generation, and intelligent prioritization of tests are just a few examples of how Generative AI elevates testing operations. These capabilities boost productivity, facilitate cost optimization, and shorten the time required to launch a product while also improving the quality of software.
Generative AI technology simplifies policy and procedure creation using sophisticated AI algorithms, keeping them comprehensive and up-to-date.
It evaluates regulatory frameworks, industry best practices, market trends, internal guidelines, etc., to generate tailored policies for organizations’ specific requirements. These policies can cover a wide range of areas, including security, data privacy, access control, and incident response.
What’s more, genAI helps make sure policies are consistent, coherent, and aligned with industry standards. By learning from past policies and regulatory changes, GenAI solutions can adapt and evolve policies over time, guaranteeing that they remain relevant and effective in addressing emerging threats and challenges.
Generative AI is transforming the way IT operations function, providing businesses with a more intelligent and proactive approach to managing incidents. With the ability to analyze large volumes of data, deliver valuable insights, predict future trends, etc., Generative AI enables IT professionals to work more efficiently, streamline processes, and significantly boost team productivity.
By adopting 7 strategies discussed in this guide, organizations can leverage the huge potential of Generative AI to bolster various aspects of their IT operations, including AIOps, automated observability, identity management, help desk support, and predictive maintenance.
As your company considers integrating Generative AI into IT operations, it’s vital to conduct strategic planning and follow an effective implementation path. With our advanced GenAI tech stacks and intelligent automation, Neurond is ready to help your business make a significant impact in IT operations.
Artificial intelligence (AI), once limited to simple question-answer formats, has now advanced to agents capable of performing tasks as efficiently as humans. These agents have also far surpassed virtual assistants like Siri and Alexa, showing significant potential in drug discovery in healthcare, fraud detection in finance, supply chain optimization in e-commerce, and so much more. […]
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