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.
🤖 How IT support is using GenAI
IT support specialists are responsible for performing routine hardware and software maintenance, troubleshooting computer errors, and conducting system tests. Whether they’re working on-site or offering remote guidance, IT support professionals use their knowledge of computer programs and systems to ensure they function properly for both users and organizations.
As technology becomes more important to the daily operations of businesses worldwide, IT support only grows in importance. In fact, according to CIO reporting, there are more IT job openings than qualified professionals, which has also led to rising workloads that have left many IT teams struggling to keep up. That’s where GenAI comes in.
As a tool that’s specifically capable of analyzing and producing written text, there are numerous ways GenAI can be used to boost IT support. Here are just some of the ways:
- Summarize incident tickets: GenAI can effectively categorize and summarize incident tickets, ensuring that issues are resolved in a timely manner.
- Drafting documentation: IT professionals can use GenAI to efficiently produce high-quality documentation that outlines fixes to various tech problems.
- Chatbots: AI-powered chatbots can help resolve low-level issues while redirecting more complex ones to IT pros.
- Proactively identify issues: GenAI’s ability to quickly analyze large amounts of data can help teams proactively identify technical issues before they arise.
⚠️ GenAI challenges in IT
While there are many benefits of using GenAI to boost IT services, there are also some challenges. In Salesforce’s study, IT teams noted they were particularly concerned about data security (#3), data quality (#3), maintaining other initiatives (#4), and the cost of AI programs and tools (#5). Their top concern, however, was the lack of AI skills in the workforce, which makes it difficult to effectively implement, manage, and maintain these systems within an organization’s existing infrastructure.
Ultimately, these concerns underscore the important role that proper training and planning play in successfully implementing secure AI solutions that meet the needs of both IT professionals and the businesses they support.
🛠️ Start building your GenAI for IT skills
Training is one of the best ways to build the GenAI skills you’ll need for future IT success. As you’re thinking about the next step of your own IT career journey, consider taking one of these courses with GenAI content on Coursera:
To prepare for a career in IT support, consider enrolling in either the Microsoft IT Support Specialist Professional Certificate or the Google IT Support Professional Certificate. In addition to teaching the skills you’ll need for an entry-level IT support job, both Professional Certificates also offer newly added content focused on AI skills development.
To learn how to implement AI in businesses, try IBM’s AI Foundations for Business Specialization. There, you’ll learn how AI can help businesses achieve their goals and also explore a framework for successfully deploying AI solutions within organizations.
For an overview of responsible AI use, look at AWS’s Responsible AI Practices course. Learn what responsible AI means and some considerations to make when developing responsible AI systems.
Okay, that’s a wrap for this week. Before you clock out, let us know how you’re putting GenAI to work in a comment below. See you next week!
