Applying Generative AI to IT Operations Research
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The document discusses the application of generative AI in IT operations, highlighting its growing adoption among organizations and the potential benefits it offers in terms of productivity and efficiency. Key findings indicate that 94% of organizations are using generative AI, primarily for documentation, data analysis, and task guidance. However, challenges related to output quality, data integrity, and security concerns persist among IT professionals.
Applying Generative AI to IT Operations Research
- 1. @ema_research | @ema_research Applying Generative AI to IT Operations Sponsored by Shamus McGillicuddy Vice President of Research Network Infrastructure and Operations Enterprise Management Associates (EMA)
- 2. @ema_research | @ema_research 2 Watch the On-Demand Webinar • Applying Generative AI to IT Operations On-Demand Webinar: https://info.enterprisemanagement.com/applying-genai-to-it-ops- webinar-ss • Check out upcoming webinars from EMA here: https://www.enterprisemanagement.com/freeResearch © 2023 Enterprise Management Associates, Inc.
- 3. @ema_research | @ema_research @ema_research | @ema_research Featured Speaker Shamus is a Vice President of Research at EMA, where he leads the network infrastructure and operations practice. He has nearly two decades of experience in the IT industry. His research focuses on all aspects of managing enterprise networks, including network automation, AIOps-driven network operations, multi-cloud networking, and WAN transformation. © 2024 Enterprise Management Associates, Inc. 3 Shamus McGillicuddy Vice President of Research Network Infrastructure and Operations Enterprise Management Associates (EMA)
- 4. @ema_research | @ema_research @ema_research | @ema_research Sponsor © 2024 Enterprise Management Associates, Inc. 4
- 5. @ema_research | @ema_research Research Goals and Methodology
- 6. @ema_research | @ema_research “ @ema_research | @ema_research Early 2023: EMA Analysts Began Encountering ChatGPT Use in IT Operations © 2024 Enterprise Management Associates, Inc. 6 Everyone on my team wanted ChatGPT 4 and they all paid for it, even if they couldn’t get reimbursed. I can give it a paragraph of instructions for it to create a premium config that would have taken me a couple of hours to write. It had it all in about a minute. Infrastructure engineering director, large manufacturer
- 7. @ema_research | @ema_research IT Infrastructure and IT Management Vendors Embrace GenAI
- 8. @ema_research | @ema_research @ema_research | @ema_research Research Goals © 2024 Enterprise Management Associates, Inc. 8 How can general-purpose tools (ChatGPT) help IT pros? How can IT vendors deliver value with generative AI? What challenges do IT pros encounter with AI?
- 9. @ema_research | @ema_research @ema_research | @ema_research Job titles 7.3% IT engineer 4.6% IT architect 4.0% IT business analyst 4.0% Software developer 10.6% Project/program manager 17.9% IT team leader (manager/supervisor 27.2% IT group leader (director, VP) 24.5% CIO/CTO) Top IT groups/departments 29.8% IT executive suite 13.2% IT service management/service support/ help desk 10.6% Cybersecurity 9.3% Project/program management 7.9% IT architecture 7.3% Network operations 6.6% DevOps/AppDev Top industries 20.5% Manufacturing 18.5% Retail/Wholesale/Distribution 13.2% Finance/Banking/Insurance 11.3% Health care/Hospitals 7.3% Business services unrelated to IT 6.6% Education/Research 4.4% Pharmaceutical/Life sciences Company size (employees) 56.9% Small enterprise – 500 to 4,999) 43.1% Large enterprise (5,000 or more) Survey Demographics: 151 Respondents Who are Testing or Using Generative AI Tools © 2024 Enterprise Management Associates, Inc. 9
- 11. @ema_research | @ema_research @ema_research | @ema_research General-Purpose Generative AI Adoption for IT Operations © 2024 Enterprise Management Associates, Inc. 11 94% say their organizations are using it today Top use cases 74% Create documentation/procedures/knowledge base 69% Operational data analysis 66% Step-by-step guidance for tasks 64% Research/Learning 61% Programming/Scripting 47% Config generation
- 12. @ema_research | @ema_research @ema_research | @ema_research Content Quality for General-Purpose GenAI © 2024 Enterprise Management Associates, Inc. 12 HOW WOULD YOU RATE THE QUALITY OF THE CONTENT AND INSIGHTS CONSUMER GENERATIVE AI TOOLS CREATE FOR IT MANAGEMENT PURPOSES? Gap between SMEs and management Content is ”very good” 30% of technical personnel 67% of IT managers/execs
- 13. @ema_research | @ema_research Generative AI That IT Vendors Offer
- 14. @ema_research | @ema_research @ema_research | @ema_research How IT Personnel Use Vendor Technology © 2024 Enterprise Management Associates, Inc. 14 73% say their organizations are using generative AI that IT vendors supply Top use cases 67% Querying IT systems 66% Recommended actions 60% Querying product documentation/validated designs 55% Automated actions
- 15. @ema_research | @ema_research @ema_research | @ema_research Content Quality for Vendor AI © 2024 Enterprise Management Associates, Inc. 15 WHETHER YOUR ORGANIZATION CURRENTLY USES THEM OR NOT, HOW WOULD YOU RATE THE QUALITY OF THE GENERATIVE AI TOOLS YOUR IT VENDORS SUPPLY? Gap between SMEs and management Content is ”very good” 28% of technical personnel 55% of IT managers/execs
- 16. @ema_research | @ema_research The Impact of Generative AI
- 17. @ema_research | @ema_research @ema_research | @ema_research Boosting Productivity and Democratizing Tools © 2024 Enterprise Management Associates, Inc. 17 96% believe GenAI can make IT personnel more productive • IT exec suite and IT service management see more potential • Network operations, network engineering, IT architecture, and data center operations see less potential 98% believe GenAI is helpful for summarizing insights from IT dashboards & reports • Which users are having a bad experience? • Describe current trends in bandwidth utilization • How are these alerts related?
- 18. @ema_research | @ema_research @ema_research | @ema_research Top GenAI Opportunities: Optimized Service Performance and Improved IT/Business Alignment © 2024 Enterprise Management Associates, Inc. 18 WHAT ARE THE CHIEF BENEFITS OF APPLYING GENERATIVE AI TO IT MANAGEMENT?
- 20. @ema_research | @ema_research @ema_research | @ema_research Top Challenges of Applying Generative AI to IT Management © 2024 Enterprise Management Associates, Inc. 20 40% Evaluating quality of AI outputs 33% Data quality – training data, prompt data 30% Integrating AI into tools/processes 19% User acceptance 18% Cost Cost challenge rises when IT vendors deliver poor AI
- 21. @ema_research | @ema_research @ema_research | @ema_research Security and Compliance Concerns © 2024 Enterprise Management Associates, Inc. 21 Top Concerns Risk Perceptions 63% at least somewhat concerned about using general-purpose tools 54% at least somewhat concerned about using IT vendor tools 52% Data leakage via prompts 44% Malicious code/filters AI generates 43% Overconfidence in AI-driven security 40% Compliance violations 32% Bad changes that create vulnerabilities
- 22. @ema_research | @ema_research @ema_research | @ema_research Key Takeaways © 2024 Enterprise Management Associates, Inc. 22 Consumer AI provides knowledge, remedial instruction, some basic coding and config generation IT vendor solutions can streamline data analysis and guide and automate action Early adopters are seeing improved service performance and IT/business alignment Users are struggling with evaluating AI solutions and they are worried about security/compliance risk
- 23. @ema_research | @ema_research @ema_research | @ema_research The GenAI Report is Now Available! © 2024 Enterprise Management Associates, Inc. 23 Learn more and download: https://bit.ly/ema-genai