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AI in IT – AIOps and the IT Service Desk – AI Managed Services for AIOps and IT Service desk Implementations – Managed AI

AI in IT

ai services

AI in IT is becoming a must-have tool for businesses looking to streamline their operations, reduce production costs and more.

Tasked with implementing AI for IT and the broader workplace, today’s IT leaders now view AI as the ‘third digital revolution’. A recent AMD survey of IT leaders across the US, UK, Germany, France and Japan reveals how AI technologies are now going mainstream, with more than two-thirds of IT leaders reporting they have secured budgets to undertake major AI implementations for IT. The top focus areas for these project implementation plans include:

  • Cybersecurity detection (70%)
  • Improving the efficiency of work models (68%)
  • Increasing overall employee productivity (67%)

While many IT leaders are taking advantage of tools that are being built into applications and suites that will enable them to get projects off the ground fast, it’s the emergence of conversational AI as well as generative AI and ML that’s opening the doors to the wider application of AI across the enterprise.

According to a 2023 IDC survey, 21% of organisations say they are investing in generative AI this year while a further 55% report they are exploring potential use cases.

Immediate opportunities on the table for IT leaders include utilising the generative AI that is already being built into tools such as Power BI, Adobe and other industry-specific apps. A move that will enable staff to experiment with how best to exploit these new features and evaluate how these AI capabilities will impact on work and job roles.

Top application areas where AI is being used today are:

  • Improving employee and customer experiences
  • Bolstering knowledge management and knowledge sharing
  • Accelerating software delivery
  • Design and research

Let’s take a look at some of the ways organisations are currently using AI in the enterprise to augment their operations.

AI in IT – Augmenting Cybersecurity

There are four main use cases for AI in IT for defensive cybersecurity – network threat analysis, malware detection, supporting security analysts to process large data sets quickly and efficiently and insider threat detection and mitigation.

The multiplication of connected devices and endpoints means that AI in IT is becoming critical for analysing huge volumes of data to identify and mitigate cyber threats. A task that is too large for humans to do manually. Alongside threat hunting, AI in IT is being used to automate incident response, undertake real-time monitoring, identify false positives and identify anomalous behaviours.

AI in IT – AI Powered Decision-Making

AI for predictive analytics is enabling businesses to make more informed decisions about everything from inventory management to forecasting demand for specific products based on past sales data and market trends. Using predictive analytics, organisations are able to fine tune and optimise production and inventory levels to avoid stock-outs or over-stocking. A move that ultimately reduces costs and improves profitability.

AI in IT – Conversational AI and Natural Language Processing (NLP)

Focused on understanding and interpreting human language, NLP algorithms analyse text data to extract meaning, sentiment, and intent. A capability that enables businesses to understand customer feedback better, automate customer service interactions and generate personalised content.

Businesses are using NLP to analyse customer feedback on social media to identify common issues and commands and address these proactively to improve CX.

AI in IT – Process Automation and Organisational Optimisation

IT is using AI to go beyond automating manual tasks, organisations are harnessing next-generation AI such as conversational AI and generative AI to go automate more cognitive tasks – such as summarising reports and drafting communications.

They are also using algorithms and modelling to turn data into actionable insights on ways to optimise a range of functions and business processes – everything from worker schedules to product pricing.

AI-enabled Innovations, Products and Services

Some IT organisations are using AI to fuel innovation and create new products and services. Whether that’s using AI to improve the delivery of telecommunication services or embedding AI technologies into a solution to deliver deeper customer personalisation and product interaction, or fine tuning the development process itself. Using AI, new product development teams can rapidly evaluate customer sentiment and needs, identify key requirements and features and assess specific marketplace trends. All of which both streamlines the development process and ensures that new product specifications represent a best fit for existing or emerging customer needs.

But these aren’t the only areas where organisations – and specifically IT leaders – can benefit from the application of AI.

AI in IT – IT Operations and AIOps

As IT environments grow more complex, dynamic, diverse and hybrid in nature and user demands escalate, IT operations teams are struggling to keep up with managing this interconnected landscape. To counter the explosive growth in data, complexity and user demands, IT teams will need to adopt an artificial intelligence for IT operations (AIOps) platform that provides service driven autonomous remediation.

Enabling IT operation teams to solve complex IT problems, including performance, capacity and configuration issues before these negatively impact the business. Today’s AIOps platforms empower IT teams to solve the complex IT operations challenges associated with digital transformation.

AIOps uses big data analytics and automation to simplify how IT operations teams support and manage their increasingly complex IT environments. By automating mundane tasks, and providing actionable insights that includes predicting outages, AIOps tools enable today’s digitally powered enterprises to increase their system performance and uptime. All of which adds up to the greater availability of customer-facing services and a reduction in monitoring tool footprint that can save millions in terms of lowering the cost of maintaining and operating these tools.

With AIOps in play, IT leaders can:

  • Maintain the security, availability and performance of network-enabled transactions
  • Assure services through incident prediction and automated remediation
  • Automate traditionally time-consuming tasks (patching, software updates and rollouts)
  • Significantly reduce incidents and outage times by identifying and solving issues fast
  • Gain end-to-end visibility of their digital infrastructure, including cloud and hybrid environments

But as Gartner observes, and is true with regards to AI in IT, implementing AIOps isn’t a walk in the park and identifying the right platform for the business’ needs is just the start. Reaping the potential offered by AIOps depends on having the right know-how and significant preparation of the infrastructure to support an AIOps implementation. If you are considering an AI First or Native AI methodology for your organisation, you may need help on your journey, especially if you want to succeed, and do so on an escalated time-table.

When it comes to AI many IT departments  want to fast-track how they leverage the full benefits of AIOps and are turning to Managed AI Service specialists like Bell Integration to orchestrate the implementation of AIOps platforms that are fine-tuned exactly to their individual environments, run them, and optimise them ongoing. Organisations that have utilised managed IT services in the past understand the cost savings as well as financial rewards that can be obtained by using a managed service methodology for the handling of their AI or AIOps programs. In fact, when it comes to AI in hospitality, both the costs, if not handled properly, or the rewards, if successfully implemented, can be great, and the difference between winning and failing comes down to having the right people, the right data, and the right knowledge in terms of where, when and how. You can tap that experience immediately when you opt for AI Managed Services over in house AI development.

Let Bell help you on your journey.

AI in IT – The AI IT Service and Help Desk

Running a hassle-free IT service desk was a challenge before hybrid and remote working became the new normal. However, changing workplace behaviours and the growing use of end-user collaboration tools means that IT support requirements have significantly escalated.

Resolving user-specific issues fast – and first time – is key for limiting employee downtime and boosting productivity. But with ticket volumes increasing, organisations need to find a way to transform their IT service and help desk with cost and performance optimisation in mind.

Today’s AI-powered help desk solutions can resolve a number of basic day-to-day end-user queries and requests including:

  • Password resets
  • Outlook configuration and trouble shooting
  • Issuing new/replacing lost equipment
  • VPN management and configuration
  • Set up and unlocking accounts
  • Open, close and manage IT support tickets
  • Provide level 1 and 2 automation and support for IT, networks and databases
  • And More

The utilisation of AI in IT is enabling operators to accelerate self-service, respond to FAQs and provide intelligence suggestions based on a user’s role 24×7. Today’s AI digital agents using Conversational AI are able to take care of a multitude of tasks. Escalating complex or more challenging scenarios to a live human specialist who is instantly furnished with all the information they need to get up and running fast when it comes to troubleshooting an end user’s issue.

However, AI services for IT needs to be implemented with skill if they are to perform as expected – digital agents can’t function or efficiently orchestrate service resolutions if they haven’t been appropriately and securely initiated.

AI in IT – Why Bell Integration for Your AIOps and IT Service Desk Implementations

Our cloud-based AI service platforms makes it easy to implement AIOps and an automated digital workforce at speed and at scale.

Powered by Amelia AI, automation, and conversational AI, and complemented by our highly skilled support teams, Bell Integration’s AI IT Managed Services give you a fast and streamlined way to incorporate a fully ITIL-aligned IT Help Desk and AIOps framework that frees up your IT personnel to focus on more value-add tasks. With Bell Integration your AI programs will be predictable in that they will have fixed outcomes, fixed costs, and be aligned with your goals, timetables, and requirements.

AI in IT – Lightening the Load with Bell

  • A leading retail bank with more than 15,000 employees has automated the handling of password resets, network connectivity, firewall support and the troubleshooting of business applications. 91% of users rated their experience as ‘good’ or ‘very good’.
  • Our AI managed services generate a 30% cost reduction in service desk costs.
  • Tier 1 support tickets can be answered in under 30 seconds with a digital worker.

AI in IT – Managed AI Programs can;

  • Automate up to 80% of routine service requests and deliver services 24×7 anywhere in the world
  • Dramatically reduce ticket costs
  • Initiate automated incident process flows with escalations to internal sponsors and third parties
  • Automate system and service monitoring, reporting, governance and traceability

With properly executed AI programs in place, IT departments can monitor, manage and support Tier 1-4 incidents as well as service requests, configuration and decommissioning services, giving you everything you need to support your extended environment – cloud, physical and virtual servers, storage and backup, database management, networks, routing, firewall security, wireless and desktop management. What are you waiting for, call Bell Integration today for a free consultation to see just how far we can take you with AI!