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How IT Departments Are Successfully Adopting Artificial Intelligence Technologies

Patricia Diaz-Hymes

We all know artificial intelligence (AI) is a hot topic — but beyond the buzzword, have you ever wondered how IT departments are actually adopting AI technologies to improve on their operations?

Because the term "AI" gets thrown around a lot, let's start with what it means. Given all the marketing hype this technology has been given, I often find myself debating with peers on what AI actually is. Understanding that many vendors have usurped some loose sense of the term in order to claim AI functionality, let's be factual in terms of what it is. As Gartner defines it, artificial intelligence is:

"Technology that appears to emulate human performance typically by learning, coming to its own conclusions, appearing to understand complex content, engaging in natural dialogs with people, enhancing human cognitive performance (also known as cognitive computing) or replacing people on execution of nonroutine tasks. Applications include autonomous vehicles, automatic speech recognition and generation and detecting novel concepts and abstractions (useful for detecting potential new risks and aiding humans quickly understand very large bodies of ever-changing information)."

46% of the companies surveyed said their IT departments are using AI

Use cases for understanding AI as technology that emulates human performance have been endless. When automation technologies started making headlines, everyone fixated on all the statistics around jobless due to automation. The Washington Post last year reported that robots would replace almost a third of the U.S. workforce by 2030. Many AI-powered technologies have garnered some bad press but IT teams are one of the first groups to experiment and more formally adopt AI technologies — not to replace humans but to complement our advancements

According to a recent study conducted by Tata Consultancy Services(TCS), 46% of the companies surveyed said their IT departments are using AI. But for what? Mostly for security intrusions, resolving user issues, automating production management and gauging internal compliance.


AI in The Real World

According to the TCS study, the highest percentage of organizations using AI is in the energy industry, with 100% of them using AI to some capacity, followed by high-tech and telecommunications.

But why are these IT teams and other departments investing in AI technologies? The study outlines six main goals that really propel AI initiatives:

■ Improving product or service quality

■ Helping customers use and get more value from their products/and or services

■ Reducing key process cycle times

■ Improving executive decisions

■ Identifying new revenue opportunities

■ Reducing costs by automating manual work

Ultimately, whether using AI for security intrusions, IT problems or otherwise, the main driver for IT in using this technology is to improve product and service quality. That is why it is no surprise that IT vendors have been developing AI solutions for IT professionals in the end-user computing space, be it for application, hardware, services management, etc.

Particularly, as it pertains to tools that monitor the digital experience, AI technologies help support this goal while also helping clear up IT's time for higher value activities.

How AI Will Transform IT Operations in 2019?

Gartner recently published its Top 10 Strategic Technology Trends for 2019 which outlines the empowered edge as a top trend noting: "Through 2028, we expect a steady increase in the embedding of sensor, storage, compute and advanced AI capabilities in edge devices."

With the introduction of AI into IT operations, IT teams continue to find new use cases for AI and its applicability to edge computing is no exception. Perhaps one of the most promising use cases in this space, in part because of its clear and strong business value proposition, is Level 0 support, an automated or self-service style where users can access help themselves without the aid of the help desk. AI technologies, used in tandem with end-user computing or digital experience monitoring tools, are now being used to deflect user-facing issues from even reaching support desks using self-healing and self-service — Level 0 support.

AI's role in Level 0 is identifying patterns in the monitored environment that can then help inform IT or automation technologies to solve a problem. The value proposition of such solutions is simple, it is a way to reduce support desk costs and free up agents' time to focus on higher value interactions, which are more complex issues and require humans.

Some components of Level 0 support are not new. Unfortunately, this level of support has not been executed successfully by many IT departments. With AI advancements, the future seems very promising for the effectiveness of self-service programs and the adoption of new automation processes that ultimately help improve quality for users.

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According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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How IT Departments Are Successfully Adopting Artificial Intelligence Technologies

Patricia Diaz-Hymes

We all know artificial intelligence (AI) is a hot topic — but beyond the buzzword, have you ever wondered how IT departments are actually adopting AI technologies to improve on their operations?

Because the term "AI" gets thrown around a lot, let's start with what it means. Given all the marketing hype this technology has been given, I often find myself debating with peers on what AI actually is. Understanding that many vendors have usurped some loose sense of the term in order to claim AI functionality, let's be factual in terms of what it is. As Gartner defines it, artificial intelligence is:

"Technology that appears to emulate human performance typically by learning, coming to its own conclusions, appearing to understand complex content, engaging in natural dialogs with people, enhancing human cognitive performance (also known as cognitive computing) or replacing people on execution of nonroutine tasks. Applications include autonomous vehicles, automatic speech recognition and generation and detecting novel concepts and abstractions (useful for detecting potential new risks and aiding humans quickly understand very large bodies of ever-changing information)."

46% of the companies surveyed said their IT departments are using AI

Use cases for understanding AI as technology that emulates human performance have been endless. When automation technologies started making headlines, everyone fixated on all the statistics around jobless due to automation. The Washington Post last year reported that robots would replace almost a third of the U.S. workforce by 2030. Many AI-powered technologies have garnered some bad press but IT teams are one of the first groups to experiment and more formally adopt AI technologies — not to replace humans but to complement our advancements

According to a recent study conducted by Tata Consultancy Services(TCS), 46% of the companies surveyed said their IT departments are using AI. But for what? Mostly for security intrusions, resolving user issues, automating production management and gauging internal compliance.


AI in The Real World

According to the TCS study, the highest percentage of organizations using AI is in the energy industry, with 100% of them using AI to some capacity, followed by high-tech and telecommunications.

But why are these IT teams and other departments investing in AI technologies? The study outlines six main goals that really propel AI initiatives:

■ Improving product or service quality

■ Helping customers use and get more value from their products/and or services

■ Reducing key process cycle times

■ Improving executive decisions

■ Identifying new revenue opportunities

■ Reducing costs by automating manual work

Ultimately, whether using AI for security intrusions, IT problems or otherwise, the main driver for IT in using this technology is to improve product and service quality. That is why it is no surprise that IT vendors have been developing AI solutions for IT professionals in the end-user computing space, be it for application, hardware, services management, etc.

Particularly, as it pertains to tools that monitor the digital experience, AI technologies help support this goal while also helping clear up IT's time for higher value activities.

How AI Will Transform IT Operations in 2019?

Gartner recently published its Top 10 Strategic Technology Trends for 2019 which outlines the empowered edge as a top trend noting: "Through 2028, we expect a steady increase in the embedding of sensor, storage, compute and advanced AI capabilities in edge devices."

With the introduction of AI into IT operations, IT teams continue to find new use cases for AI and its applicability to edge computing is no exception. Perhaps one of the most promising use cases in this space, in part because of its clear and strong business value proposition, is Level 0 support, an automated or self-service style where users can access help themselves without the aid of the help desk. AI technologies, used in tandem with end-user computing or digital experience monitoring tools, are now being used to deflect user-facing issues from even reaching support desks using self-healing and self-service — Level 0 support.

AI's role in Level 0 is identifying patterns in the monitored environment that can then help inform IT or automation technologies to solve a problem. The value proposition of such solutions is simple, it is a way to reduce support desk costs and free up agents' time to focus on higher value interactions, which are more complex issues and require humans.

Some components of Level 0 support are not new. Unfortunately, this level of support has not been executed successfully by many IT departments. With AI advancements, the future seems very promising for the effectiveness of self-service programs and the adoption of new automation processes that ultimately help improve quality for users.

Hot Topics

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...