How AI Will Evolve for IT in 2020 - Part 1
January 08, 2020

Bhanu Singh
OpsRamp

Share this

In the last few years, IT operations vendors, as tech vendors in many sectors, began incorporating AI and machine learning capabilities into their solutions. Coined "AIOps" by Gartner, these tools are now commonplace, with dozens of startups launching every year.

2020 will see AIOps adoption going mainstream as use cases crystallize for improving IT efficiencies and supporting faster decision-making. Expect AI-enhanced automation to become smarter and more contextual, move towards the edge, and used increasingly for customer and user experience analysis. Yet there are significant challenges and cautions, which will shape AI's development in not only IT but across business and society.

AI will be questioned

This may seem like a negative way to look at AI in the new year, but one must go no further than understanding what's already occurred: the viral spread of fake news that may have affected important election outcomes, how children erroneously receive obscene content, and how terrorism spreads through pervasive social media algorithms. Could AI systems one day kill people, in an algorithm gone wrong?

Stuart Russell, a prominent professor and AI researcher from UC Berkeley opines in his new book that it's time to institute better control over the algorithms in AI applications to prevent dangerous outcomes: "If all goes well, it would herald a golden age for humanity, but we have to face the fact that we are planning to make entities that are far more powerful than humans. How do we ensure that they never, ever have power over us?" The impact on AI vendors and users will be a deeper investigation over how to design systems that are smart, safe and as Russell says, "explainable."

Governments will invest more in research

Foreign governments, such as China, are investing heavily in artificial intelligence. Offshore cyber-criminal groups are likely doing the same.

These pressures will incentivize US government agencies to spend more on R&D in artificial intelligence and machine learning, to support their own programs for criminal and terrorist surveillance and to deliver insights into designing useful, practical AI technologies.

AIOps will support new automation frameworks

As complexity grows in IT organizations, from multi-cloud and software-defined infrastructure to growing digital business initiatives, automation needs are changing. The next evolution of automation is smarter, more aware, and more contextual. AI and machine-learning technologies will discover hidden resources and threats, uncover patterns, filter the noise, aid decision-making and automatically fix routine issues. AI tools will incorporate self-learning algorithms so that IT operators can find root causes faster and get advice on how to optimize IT performance as conditions change.

AI tools will be increasingly applied to user/customer experience

The criticality of improving customer experience to gain a marketplace advantage is on every CXO's mind and AI will play a growing role here by more comprehensively analyzing customer interactions and data use. This could deliver insights on how to reduce customer churn through optimizing digital experiences or predicting how new application features will improve workforce productivity.

On a broader note, IT Operations leaders know they must track their efforts closer to business goals and needs, and AI will help them get there. In a recent survey conducted by OpsRamp, 64% of IT operations leaders believe their job is to deliver agile, responsive, and resilient infrastructure that can support fast-moving business requirements. AI will play a role here by forecasting the business service impact through analyzing infrastructure metrics and tying it back to business key performance indicators.

AIOps will be widely used on the edge

AIOps solutions typically run from the cloud. Yet this is getting more expensive and sluggish, as data volumes and use cases grow. As a result, companies will begin to deploy AI tools on the edge of the network, where it's faster and often cheaper. This will enable near real-time AI-enhanced monitoring, eliminating the travel time from the data center to cloud service and back. That time savings will bring a noticeable difference in the case of a critical incident resolution.

Implementing AI on the edge won't require new expertise to deploy; it will happen seamlessly behind the scenes through the cloud. Intelligent edge technology combined with the smart cloud will solidify the benefits of AI to IT operations teams.

Go to How AI Will Evolve for IT in 2020 - Part 2

Bhanu Singh is SVP of Product Management and Engineering at OpsRamp
Share this

The Latest

January 23, 2020

EMA is about to embark on some new research entitled Data-Driven Automation: A Vision for the Modern CIO. We're trying to piece a puzzle together that so far we don't believe anyone to date has fully done — seek out where and how IT is moving toward integrated strategies for automation in context with real-world objectives and obstacles. We'll be looking at four use cases, each of will no doubt tell its own story ...

January 22, 2020

Many pitfalls await CIOs on the journey to the cloud. In fact, a majority of companies have been only partially successful, while some are outright failing. To learn more about this migration, Business Performance Innovation (BPI) Network surveyed IT and business executives and conducted in-depth interviews ...

January 21, 2020

The online retail industry has yet to have a Black Friday/Cyber Monday weekend unscathed by web performance (speed and availability) problems. Luckily, performance during 2019's hyper-critical online holiday shopping weekend was better than in years past, as we did not see any systemic, lengthy outages. While no website went completely down, several retailers did experience significant problems. Why have online retailers yet to figure out how to be crash-free during this all-important peak traffic period? We've identified several reasons for this ...

January 16, 2020

Gartner highlighted the trends that infrastructure and operations (I&O) leaders must start preparing for to support digital infrastructure in 2020 ...

January 15, 2020

Edge computing usage is starting to increase. The obvious follow-up question is, "So, what can I do with edge computing?" I'm glad you asked. There are lots of things you can do ...