AI-driven future of IT services held back by post-pandemic challenges

Less than a fifth of UK businesses believe their IT service systems are fully prepared to meet future demand.

Freshworks has published the results of a recent survey with IDG on the state of IT Service Management (ITSM) and IT Operations Management (ITOM).

As businesses increasingly evolve their online services and pursue digital transformation, in no small part due to the trends of the Covid-19 pandemic, increasing pressure is being placed on organisations’ IT services and operations management. In fact, a quarter (25%) of UK organisations think that the volume of internal IT service inquiries will increase over the next 12 months. Adapting to this is crucial, with 77% responding that executive teams have prioritised the modernisation of IT service and operations management. Despite this, as few as 19% of UK businesses responded that their IT service systems are fully prepared to meet this demand.

In response, organisations see AI as the key to weathering this storm. Over half (52%) of UK businesses considered AI as critical or very important to the overall success of their IT services modernisation, while a similar proportion (50%) have already deployed AI, either across the enterprise or in specific departments. Many have already experienced the benefits of doing so, with almost half (47%) of UK organisations seeing improvements in workflow automation as a result, or as a way of reducing the workload of IT staff. More than two in five (41%) respondents experienced an increase in end-user productivity as a result of AI adoption in IT services, while 22% were able to offer better user, customer and employee experiences.

Despite the importance and benefits of adoption attributed to AI as a way of enhancing ITSM/ITOM, there are obstacles to furthering its use in UK businesses. For example, only 47% of respondents are currently using AI to improve or augment IT service/help desks, or plan to in the next 12 months. A similar trend can be seen with other areas of ITSM/ITOM such as chatbots (58%), incident reporting (50%) and infrastructure/IT asset management (38%).

It appears that there are a number of reasons for this. In the wake of the Covid-19 pandemic, UK businesses highlighted speed (45%), cost (41%) and integration with legacy systems (39%) as the biggest challenges preventing them from implementing AI to enhance IT service systems. As investment in digital transformation accelerates in UK businesses, the demand for efficient internal IT services will increase. While the role of AI is clear in supporting this, there are internal difficulties to be overcome for the widespread benefits to be experienced.

“The data proves what Freshworks has been seeing with our customers for years – they expect AI to be deeply integrated within the ITSM tools instead of it being an add-on that requires additional effort to delight their employees,” said Prakash Ramamurthy, chief product officer at Freshworks. “As evident from the survey, users of AI want greater automation, reduced complexity, and a simplified approach with modern IT tools that delight businesses of all sizes. AI is no longer a futuristic concept, it’s a must-have.”

NVIDIA is integrating its NVIDIA AI Enterprise software into Microsoft’s Azure Machine Learning to help enterprises accelerate their AI initiatives.
SambaNova DataScale® deployed to accelerate the performance of global supercomputers.
SPEKTRA leverages the most advanced AIOps and automation for improved operational efficiency and a better customer experience.
Tata Consultancy Services has formed an expanded partnership with Google Cloud and the launch of its new offering, TCS Generative AI which leverages Google Cloud’s generative AI services, to design and deploy custom-tailored business solutions that help clients harness the power of this exciting new technology to accelerate their growth and transformation.
25% of software developers want to improve their AI and machine learning capabilities, but hurdles to achieving this remain.
Research commissioned by Advertising Week and conducted via Cint reveals a disconnect between leadership teams, founders, and CEOs and their junior employees when it comes to using AI in the workplace.
Built on a future-ready architecture, new AI-powered capabilities boost developer productivity, marketing effectiveness, and more.
ServiceNow and NVIDIA have announced a partnership to develop powerful, enterprise-grade generative AI capabilities that can transform business processes with faster, more intelligent workflow automation.