Optimistic about AI

Krishna Sai at SolarWinds explains why IT pros are overwhelmingly upbeat about AI, although some reservations remain 

There is near universal agreement among IT professionals that artificial intelligence (AI) can positively impact the management of modern hybrid on-prem and multi-cloud digital environments. 

Yet, despite overwhelming optimism about this innovative new technology, some in the industry are looking for additional reassurance and guidance, especially in areas such as data quality, privacy, and security. 

According to a survey of 700 IT pros by SolarWinds, nine in ten had a ‘positive opinion of AI’ and were actively engaged in creating new AI processes to help within their organisations. 

The report — SolarWinds IT Trends Report 2024 - AI: Friend or Foe? — provides a snapshot of how technology teams think about AI today and the challenges ahead. 

Not only are they overwhelmingly optimistic about AI, but more than half (56%) want their companies to invest more in the technology, while 46% want to accelerate its implementation. The reason? AI helps improve the efficiency and productivity of IT teams. 

This positivity may explain why hard-pressed and often under-resourced IT teams increasingly turn to AIOps (Artificial Intelligence for IT Operations) to automate and enhance IT operations. 

“Every day, CIOs and their departments feel the pressure of having too much to do with never enough time (or people) to handle it all,” said the report. “IT teams could potentially accomplish so much more with the support of a right-hand AIOps solution. With AI-powered algorithms and analysis as an ally, IT teams become more effective and efficient at detecting and resolving problems — and more engaged with addressing complex challenges.”

AI optimism tempered by concerns

In effect, IT pros believe AIOps and other AI tools can act as an extra pair of hands in the workplace. Of those surveyed, 20% envision it carrying out mundane tasks, while 33% think it can deliver much-needed insights. However, consistent with the overall tenor of the report, 19% of those questioned were still keeping an open mind. 

Similarly, while a third (32%) of respondents said they were “very confident” that AI has significantly enhanced their efficiency, the jury is still out for just over half (54%) who, while acknowledging AI’s potential, still need to be convinced. 

This somewhat mixed reception is perfectly understandable, given that the pace of adoption varies according to different companies, organisations and sectors. It also highlights the fact that people’s experience of AI may differ. The survey found that nearly half (47%) of IT pros said they’ve had negative experiences, with privacy and security concerns topping their list. 

In a sign that companies are taking a measured and structured approach, nearly two-thirds (64%) have developed internal frameworks to navigate the AI challenges. However, more than a third (36%) admitted they still lack these critical frameworks.

While some organisations are well down the path to integrating these powerful tools and realising their full potential in supporting IT operations, others are just beginning their journey. Even so, IT pros have seen enough to raise concerns. And in a clear message to policymakers, a sizable majority of those questioned (88%) said they believe that the government should increase AI regulation, especially in high-sensitivity areas like security (72%) and privacy issues (64%). 

The conclusion is that while concerns do exist, IT pros are also pragmatic. They are seeking AI solutions to deliver exceptional performance, but they also want them to include robust security features like end-to-end data protection, secure data storage, and encryption capabilities to help ensure sensitive information is not compromised.

AI by Design: secure and ethical innovation

Perhaps this explains why concepts such as AI by Design — a framework designed to help ensure the ethical and secure development of advanced AI technologies — are gaining traction in the IT community. It’s a methodology built on four guiding principles that shape the integration of AI into IT systems in areas such as security, accountability, transparency, trust, and accessibility. 

Indeed, relying on a structured approach is important as this new technology becomes increasingly embedded in IT operations. As the report makes clear, AI is only beginning to impact organisations, despite the momentum that is already building.

“Enterprises that have adopted AI early already see its benefits for functions like customer support and incident management,” said the report. Organisations cited outcomes like lower costs per interaction, shorter median response times, and higher customer satisfaction.

“These results, along with further productivity enhancements, only fuel AI adoption. Even amidst uncertainty, when organisations arm themselves with a Secure by Design mindset and place AIOps in its proper place as advisors, IT’s future appears bright,” it said. 

As with any transformative technology, potential gains must be balanced against genuine concerns. If that can happen, then IT teams are well placed to unlock AI’s full potential, paving the way for sustained innovation and growth. 

Krishna Sai is Senior VP, Tech and Engineering at SolarWinds.

Main image courtesy of iStockPhoto.com and Blue Planet Studio