Despite the global impact of COVID-19, 47% of artificial intelligence (AI) investments were unchanged since the start of the pandemic and 30% of organizations actually planned to increase such investments, according to a Gartner poll.

AI has reformed the IT department’s legacy ways of operations by allowing employees to take critical insights-based decisions. IT departments leverage AI algorithms and techniques to reduce the blackout time and monitor all the related data.

Such advanced insights create a fluid IT environment, establishing the dominance of digitization to streamline and eliminate all traditional systems’ unnecessary productivity blocks.

Undoubtedly, cloud adoption backed by the sudden shift towards digital transformation has revamped the IT industry. In this mammoth shift, AI has played a crucial role in making the IT processes more smooth and sleek.

Not only IT operation management, but AI has also made its contribution remarkable for the IT service management (ITSM) processes.

Potential of artificial intelligence in business and its benefits by Gartner

3 Factors Boosting AI in IT Environment

AI has become the most promising technology that helps the IT community to scale its reliability and dependence on tech-driven insights.

Significant factors boosting digital transformation in the IT services and operations department are:

  1. Complex IT Infrastructure:

    The IT teams’ biggest hurdle revolves around providing adequate data and service management facilities during times when the processes are getting more complex than ever. Manual IT operations are becoming more challenging, with data collection, processing, database efficiency, cloud management, SaaS integrations, and third-party management tools getting increasingly complicated to handle. Complexity management is a critical reason behind the rising importance of AI for the IT environment.

  2. Enhanced Computing Power:

    With modern operations taking over, networking infrastructure has become unimaginably robust. Therefore, the IT departments are in dire need to enhance their processing speed. The system’s computational power can be boosted by deploying IT solutions that harness machine learning (ML) and AI technologies.

  3. Managing Over-Flowing IT Service Tickets:

    It goes without saying that the IT service desks’ burden is continually multiplying with digitization kicking in. The employees are burdened with managing all IT service requests effectively and on-time. Here, AI-driven insights can help simplify the process by giving the required inputs for prompter query resolutions.

Artificial intelligence for IT process automation and IT transformation

The Magic Spilled by AI in the IT Industry

AI-driven insights are the required catalysts to IT’s excellence in serving customers and adapting to the pandemic induced ‘new’ IT environment. IT Operations Management (ITOM) and IT Service Management (ITSM), as the most potent duo, have transformed the world of IT services, being the essential part of the unified framework.

Let’s now dive into how AI has spilt its magic, transforming the way IT operates:

  • Increasing the Ticket Closures:

    AI provides a holistic view of why ITOM and ITSM tickets turn to be troublesome, error-prone and long-drawn. AI improves the closure rate by effectively deciphering related business issues as it expedites query interpretation and routes them to the most-suited technician for quicker resolution.

  • Delivering Insights:

    AI-based insights help all ITSM and ITOM platforms to excel in their customer and user support mechanism. Left unchecked, ITOM systems and ITSM platforms become disconnected from the internal users, failing to deliver the expected value to all IT customers, including suppliers and partners. AI-based insights turn this situation upside-down by measuring the customer outcomes to guide all future developments for well-informed decision-making.

  • AI Chatbots:

    AI-driven Chatbot has changed the game for IT service management, supported by a unified knowledge base of catalogue items and support documents. Chatbot like Cognibot can handle all resolutions as they are now being integrated on an omnichannel basis across devices and channels like Slack, Skype, and Teams.

AutomationEdge’s Cognibot is a purpose-built AI-driven Chatbot trained to automate IT query and service request resolution. Cognibot has helped users automate up to 40% of the IT tickets. It provides instant resolution with knowledge base article suggestions, automating voluminous-repetitive tasks like password reset and server restart and auto-resolving business application tickets like Active Directory (AD) user creation and deletion.

With Machine Learning (ML) and Natural Language Processing (NLP) capability, Cognibot can understand the human language, providing a great customer experience with no wait time.

Learn more in this video

  • Enhanced IT Security:

    AI allows businesses to gain more control over their IT security landscape, service performance, and continuous application monitoring.

  • Advanced Troubleshooting:  

    AI helps to conduct systematic root cause analysis in the configuration of servers, applications, or systems. AI expertly troubleshoots by analyzing the specific combination of operating systems, apps, and connectivity devices that create network delays or app lags.

  • Enriched the User Experience: 
    Leveraging AI allows enterprises to comprehend the most-used and the least-used features of the portal by generating heat maps or managing clickstream data. Such valuable insights give businesses a clearer picture of improvising their navigation and enriching their user interface.

[Also Read : IT Process Automation: A Comprehensive Guide]


AI tools and techniques are reshaping and streamlining all IT processes, helping businesses remain competitive in today’s rapidly evolving business landscape. And, undoubtedly, AI is the magic technology that creates a fluid IT environment for enhanced business productivity and frictionless operations.

Hence, for IT companies that are large and complex to which human labor is not enough for overall operational efficiency – AI has turned to be the hero!