What does AI mean for your IT organization

What does AI mean for your IT organization

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  1 What does AI meanfor your IT organization? Making sense of the numbers and trends
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  2 Moving toward an AI-powered, human-driven future Humanityhas come a long way. We’ve gone from doing everything with our own two hands to operating machines to telling computers what to do. Since the beginning of time, humans have invented and continuously innovated tools to make life easier. The next phase was therefore inevitable: teaching computers to learn and do things autonomously. AI (artificial intelligence) is just the next evolution; we now find ourselves on the path toward an AI-powered, human-driven future. The infinite potential of AI is clear, as companies everywhere race to merge the power of human intelligence with machine intelligence. 1 OnePoll survey of 1,500 IT decision-makers across the US, UK, and India, commissioned by GoTo, 2024. say they have plans to adopt new AI in the next 12 months1 61% of IT decision-makers say their teams currently utilize AI 73%
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  IT leaders weigh in onAI This ebook takes a deep dive into the numbers and trends based on the findings of a global AI study conducted by OnePoll2 on behalf of GoTo. Between February 28 and March 8, 2024, 1,500 IT decision-makers across the US (1,000), UK (250), and India (250) were surveyed about AI adoption. All statistics referenced in this ebook (unless otherwise stated) are sourced from this study. Let’s explore the implications of AI for IT teams — based on the insights gained from surveyed IT leaders — to understand how AI can benefit your organization and why it’s worth the investment. 2 The team members of market research company OnePoll are members of the Market Research Society and have corporate membership to the American Association for Public Opinion Research (AAPOR) and the European Society for Opinion and Marketing Research (ESOMAR). 3
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  4 More time to focuson the things that matter IT leaders believe AI could save them an average of 2.2 hours of work on any given workday by automating manual functions such as: • Software installations and updates • Proactive device monitoring and virus definition updates • Writing and executing complex scripts for end-user support According to survey respondents, AI empowers IT teams to: • Focus on higher-priority tasks such as improving IT infrastructure and security • Create more efficient ticketing flows that decrease mean time to resolution (MTTR) and improve service desk KPIs • Reclaim time to focus on professional development and upskilling opportunities of IT leaders believe AI will give them more time to focus on higher-priority tasks say it will lead to more efficient ticketing workflows 48% 43%
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  5 How are ITleaders utilizing time saved by AI? When asked how they would use the time freed up by AI, IT leaders prioritized the following as their focus areas: 55% Improving the organization’s IT infrastructure 46% Resolving more difficult tickets and issues 42% Professional development and learning new skills 42% Bolstering the organization’s security
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  6 Connecting the dots: How doesAI help IT support teams? (3 use cases)
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  7 There’s no shortageof hype surrounding AI at present, especially after generative AI’s breakthrough year in 2023. But how exactly does AI implementation benefit IT support teams? Delivering positive end-user experiences is a key element of any successful IT team, regardless of size or industry. It’s also one of the major areas where AI-enabled tools have proven valuable. Using AI troubleshooting, end-users simply need to describe the device-level issues they encounter to get AI-generated, self-serve solutions. Here’s an example of AI-assisted troubleshooting in practice: An end-user seeks support from the IT helpdesk for a printer connectivity issue and shares a brief description of the issue. While the user waits to be connected to a helpdesk agent, AI-generated tips are presented. By the time the agent is connected, the user has resolved their printer connectivity issue by following the troubleshooting instructions. Now the agent just needs to verify the resolution and provide additional assistance if required. AI-generated troubleshooting
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  8 The scarcity ofexperienced technicians, growing demands from end- users, and the time- and resource-intensive nature of IT support keep today’s helpdesk agents fully occupied. Tools such as AI scripting — which can instantly execute scripts across PowerShell, Python, JavaScript, and more — help accelerate the training process for new and inexperienced agents so they can more readily support their fleet. To generate AI-assisted automated scripts, IT support agents simply need to type a prompt in plain English (or any other language, for that matter) that tells the AI tool what they want the script to do. The script can run on multiple devices without user interaction. Let’s examine a specific AI scripting use case: A user is having problems installing a new software application on their laptop. They raise a support ticket that includes details such as the operating system and the application type. The IT agent inputs relevant details from the user’s ticket into the AI- powered scripting tool, which analyzes the information and generates a tailored script to run diagnostics and solve the issue. This simplifies the resolution process and boosts productivity for both parties. AI-assisted scripting
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  9 There’s a goodreason conversational chatbots and AI assistants — found in popular customer-facing solutions such as ChatGPT — have emerged as arguably the most widely adopted AI tools yet. The ability to understand queries in plain text and provide relevant assistance in real time makes these AI chat assistants invaluable in elevating live agent responsiveness and competency. But what level of support can you expect from AI chatbots? Let’s look at a real-world example: An IT agent is in a remote support session with an end-user. Using an AI chatbot, the agent runs a device health check — e.g. retrieving real-time data on CPU usage — to rule out basic root causes for issues. The data provides actionable insights for the agent to effectively resolve the user’s device performance issues. This saves the agent valuable time and accelerates the resolution process, increasing customer satisfaction and boosting IT support efficiency. AI-powered chat assistance
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  10 How AI simplifies &empowers your daily IT operations 10
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  11 What kind oftasks do IT leaders trust AI to manage? When asked about their willingness to delegate simple tasks to AI, 94% of IT leaders responded in favor, while 73% expressed willingness to delegate even complex tasks to AI. The most popular tasks that IT leaders are comfortable delegating to AI include: monitoring network performance remediating basic problems (software updates, self- healing automations) flagging security risks or issues basic device troubleshooting More than half (58%) of IT leaders feel overwhelmed by their workload on a standard workday. This seems to be the norm for most IT teams today. Dealing with a backlog of routine tasks such as software installations, account provisioning, patch updates, and more leaves little time or capacity to support a scaling business. But by embracing AI-assisted technology, repetitive IT processes can be automated, effectively boosting productivity and optimizing monetary and personnel-specific resources. The bottom line: AI saves your business time and money. of IT leaders consider the use of AI for work beneficial for their teams 92% 45% 41% 43% 41%
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  12 The unique synergybetween human intelligence & artificial intelligence Amidst the hype and controversy surrounding AI, one thing is clear: AI-assisted IT solutions liberate IT teams from monotonous, repetitive tasks so they can focus on adding unique value that only humans can. By implementing AI in your IT operations, you will: Have more time for strategic initiatives (elevating customer experiences, enhancing IT infrastructure and security, upskilling) Boost productivity and optimize existing resources Scale faster and grow more efficiently By embracing our progression toward an AI-powered, human-driven future, you’ll reap the rewards of the unique synergy between human intelligence and artificial intelligence. This advantage will be instrumental to continued innovation for sustainable business growth.
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  13 ©2024 GoTo Group,Inc. All rights reserved. 04.10.2024_GoTo1061 Learn More Take IT further: Do more with less We know how easy it is to get overwhelmed by a growing tech stack that’s made up of different tools and solutions. There’s a better way. GoTo Resolve makes IT easy, with an all-in-one IT management and support solution complete with native remote support and access, RMM, and ticketing. Enjoy the convenience of no-code IT automation to easily automate workflows and task management processes. You’ll also have the added leverage of our built-in AI assistance and automation features — raising the bar on your IT efficiency and elevating your customer experience. Plus, with GoTo Resolve’s native AI-powered chat assistant, GoPilot, you can easily offload tasks such as device health checks, software installations and patch updates, knowledge base integration, data interpretation, and more, from your daily workflows.