The persistent IT talent shortage continues to plague organizations worldwide. More than three-fourths (77 percent) of employers surveyed by Revature said that the IT skills gap is negatively impacting their organizations. They don’t expect the shortage to abate anytime soon — 84 percent said they are concerned about finding IT talent in the coming year.
Upskilling is the preferred option for narrowing the IT skills gap, according to 56 percent of respondents. Meanwhile, however, organizations need a way to ensure that IT operations continue to run smoothly, that systems are monitored and maintained and that security threats are identified quickly. Generative AI can help automate and streamline these tasks.
In fact, IT operations is an ideal use case for gen AI. IT systems generate vast amounts of data for analysis, and IT processes are based on industry standards and documented best practices. Gen AI can perform many IT operational tasks rapidly and accurately and provide IT teams with real-time insight that fosters better decision-making. However, gen AI also comes with challenges and risks that can limit its value.
How to Leverage Gen AI in IT Operations
Automation
Many IT teams already use automated tools to perform routine tasks. Gen AI takes automation to the next level with the ability to make decisions based on real-time information and adapt its processes based on learned patterns. Gen AI can automate tasks such as system monitoring and log analysis, increasing efficiency, reducing human error and freeing up IT staff to address more complex problems.
Troubleshooting and Problem Resolution
By analyzing vast amounts of data generated by systems and devices, gen AI can quickly detect anomalies and unusual patterns that may indicate a system malfunction, significantly reducing the time needed to resolve incidents. In many cases, gen AI can identify potential issues before they become critical, allowing for preventive actions. It can even develop self-healing mechanisms to address certain issues automatically without human intervention.
Cybersecurity
Cybersecurity is a key use case for gen AI in IT operations. Gen AI can detect unusual behaviors or traffic that could indicate a cyberattack, often identifying threats that elude traditional systems. Its ability to analyze large amounts of data quickly enables faster response that minimizes the damage of a cyberattack. Gen AI can also automate routine tasks, improve decision-making and enhance reporting.
Data-Driven Decision-Making
Gen AI can further streamline operations by providing IT teams with clear and concise updates on system status, incident reports and troubleshooting steps. It can also generate insights and recommendations to support informed decision-making regarding resource allocation, capacity planning and system optimization.
Challenges of Gen AI in IT Operations
The IT skills gap is a primary driver for the use of gen AI in IT operations, but it’s also one of the biggest barriers to adoption. Implementing and managing gen AI requires specialized knowledge that IT teams may not possess. Additionally, IT staff may not have the skills to validate and interpret gen AI output, increasing the potential for errors.
A related problem is the potential for overreliance on AI. Resource-strapped IT teams may come to depend heavily on automated tools and AI-generated solutions. They may fail to provide adequate human oversight and the critical thinking needed to make informed decisions.
From a practical perspective, integrating gen AI with legacy IT infrastructure can be complex and require significant development efforts. The data used to train and operate gen AI must be carefully secured to prevent data breaches and privacy violations.
How Cerium Can Help
Cerium Networks can help IT teams find the right applications for gen AI, ensuring that it’s applied to use cases where it can deliver the greatest value with minimum risk. We have implemented gen AI in our own operations and learned through hands-on experience where it can be most effective.
Organizations that lack the resources to utilize gen AI in-house can still reap its benefits through Cerium’s managed services. We have optimized our service offerings with the strategic application of gen AI to increase efficiency, accelerate problem resolution and enhance cybersecurity. Rest assured, however, that our experienced team oversees every aspect of service delivery to ensure customer satisfaction.
