Generative AI isn’t a threat but an essential co-collaborator for IT teams

By Krishna Sai (pictured), Senior VP of Technology and Engineering at SolarWinds

Australian organisations are constantly seeking ways to enhance and improve their IT teams’ practices and processes. Whether strengthening security or optimising IT operations, their teams are continuously re-evaluating how they manage their systems and solutions.

With 68% of Australian businesses already using Artificial Intelligence (AI), businesses are now looking at how GenAI could support IT service management (ITSM) – the framework governing the implementation and management of IT services. Even at this early stage, there is a growing consensus on how GenAI has the ability to enhance ITSM by automating tasks, predicting issues and improving decision-making.

GenAI is capable of handling repetitive tasks, such as processing service requests, resetting passwords and updating user permissions, reducing manual workloads and freeing up IT staff to focus on more complex issues. In some cases, it is also able to use data to predict future IT service demand, helping IT teams prepare resources and adjust capacity.

However, some  teams remain cautious, unsure of which business functions can truly be improved by GenAI. But if leveraged correctly, GenAI can benefit organisations in multiple ways.

Accessible ITSM for organisations of any size

Whenever a new technology is launched, there’s a broad spread of reactions – from early adopters to those who stay more cautious.

Yet, we’re seeing that where GenAI has been adopted, it’s making a real impact – especially concerning its integration into ITSM and its ability to offer affordable benefits for businesses of all sizes. And it’s an important consideration because robust ITSM solutions have traditionally been reserved for larger enterprises with the resources to invest in technology and skilled IT workers.

For small and medium-sized businesses (SMBs) in Australia, GenAI enables access to scalable ITSM features with no extensive financial investment or skilled workforces required. It’s a technology shift that helps them automate complex ITSM functions without needing large, specialised teams.

For example, with a GenAI-enhanced ITSM solution, SMBs can benefit from advanced reporting and analytics and streamlined workflows. AI-driven analytics – capable of processing vast datasets at speed – offer detailed insights able to help lean IT teams quickly resolve issues and support decision-making.

GenAI also revolutionises workflow management at IT service desks by automating routine tasks and providing intelligent assistance. It’s an approach that optimises productivity, allowing IT professionals to focus on more complex issues while delivering improved efficiency and service quality to end-users. It can autonomously handle incident triage, categorisation and prioritisation, helping ensure swift and accurate resolution of IT issues. It can also enhance training and skill development, enabling IT teams to acquire new skills and stay updated with evolving technologies.

Enhanced human performance

While automation has clear advantages, concerns about job displacements remain. However, GenAI in ITSM works hand-in-hand with IT professionals – not in place of them.

It’s a point underscored by the recent SolarWinds IT Trends Report – AI: Friend or Foe – which found IT workers remain unconcerned about AI taking over roles. Of the nearly 700 IT staff members and leaders surveyed, 90% said they have a positive opinion of AI. They see it as a valuable tool that enhances their capabilities and helps them achieve business goals. But like any new technology, there need to be ground rules. This is why it’s important to consider frameworks like AI By Design, which establishes guiding principles for optimal practices around AI.

One of those principles is ‘Simplicity and Accessibility’, which maintains that all human interaction with AI should be seamless and intuitive, preventing fatigue and streamlining decision-making. In other words, GenAI should be able to empower IT professionals to make better decisions – not make those decisions for them.

By leveraging GenAI, IT teams can enhance their productivity, solve problems faster, and ultimately drive better business outcomes, all while maintaining control over critical decisions.

Human IT teams remain in charge

Although there are some concerns, the truth is human oversight is a key factor in AI-driven ITSM operations. Far from being a threat to jobs, it enables IT professionals to monitor AI-enhanced tools, intervene when necessary and adjust to improve performance. This oversight helps prevent potential issues and ensures that AI tools are used responsibly and effectively.

By combining AI’s processing power with human judgment, organisations can achieve a higher level of operational excellence. As a technology, GenAI excels in incident management and root-cause problem-solving. It can quickly analyse incident patterns, identify root causes and suggest remediation steps. It’s then up to IT professionals to review these suggestions, make adjustments as needed and implement solutions. This collaborative approach helps accelerate incident resolution, minimise downtime and improve overall service quality.

GenAI’s integration into ITSM might seem like it’s reaching a pivotal moment but it’s only the beginning. Far from being a threat, by leveraging AI to enhance ITSM capabilities, Australian organisations can drive efficiency, strengthen their workforce and empower their IT teams.