How AI is transforming IT

Over the past few months, we’ve looked at some of the ways that GenAI is being used by professionals in fields like data analytics, business management, and cybersecurity. And there’s a good reason for that despite all the productivity-boosting talk surrounding GenAI, many workers still aren’t sure how it can actually be implemented in the workplace.

Today, we’re continuing this timely conversation by looking at how GenAI is being used for IT support and service management. Taken at face value, AI and IT seem like an obvious, maybe even ideal match—it’s the peanut butter and jelly of “AI + [job role]” that’s a sure bet for productivity gains, right?

Well, yes and no. According to a recent Salesforce study, business leaders and IT professionals are split over what matters most when it comes to implementing AI within their organizations. While leaders report putting implementation speed above everything else, IT teams say they’re most concerned about organizational security, which may be threatened by ambitious AI adoption timelines set by executives.

There are two sides to every story, so let’s explore the benefits and challenges of implementing AI for IT.

Read More