Balancing innovation with integrity to build trust in AI

Sparks fly as an intense debate sweeps through the IT industry, shaking up teams and stirring opinions across the board. At the epicentre of discussions is unsurprisingly artificial intelligence (AI), a ground-breaking technology that promises to reshape all things digital.

AI’s potential to dramatically enhance efficiency and productivity has ignited excitement among IT professionals eager to harness its power to optimise everything from security to monitoring. The technology is already making its mark on IT operations. For example, AI-powered IT service management (ITSM) is being used to support troubleshooting and guided incident resolution. Meanwhile, artificial intelligence for IT operations (AIOps) is already hard at work in the background, driving proactive digital services management.

Chewing through vast amounts of data in real time, AI is taking autonomous operations to a new level, running on auto-pilot, needing hardly any human intervention. And with breakthroughs in natural language processing, the IT sector is also starting to see how these can supercharge DevOps, SecOps, and CloudOps teams.

A tug-of-war for IT

Given the promising reports on AI, one might assume its widespread adoption is inevitable. However, a more cautious perspective prevails among some. Their approach is more circumspect, concerned about the ‘what ifs’ and the potential threat of unintended consequences, especially if they jump the gun and implement unproven tools too quickly.

A critical dilemma faces IT professionals: embrace AI now or adopt a wait-and-see approach. It all boils down to whether they believe their organisations see themselves as leaders or followers in the world of AI.

It is this conundrum that lies at the heart of the conflict affecting teams. Not only is this battle taking up time, energy, and resources, but it’s also exhausting for those who have to navigate this minefield because the stakes are high.

Those who opt for the cautious route risk finding themselves at a competitive advantage, while those looking to steal a march on their rivals risk stumbling on unproven ground, or worse, heading off in the wrong direction altogether.

AI: the catalyst for unprecedented productivity and performance

The overarching goal for modern enterprises is clear: maximise productivity, boost performance, drive growth, and strengthen interconnectedness. However, more than ever they have to do this against a backdrop of ever-tightening resources, limited time, and mounting workloads due to increasingly complex environments. For some IT teams, these conditions have pushed them to a tipping point, which has impelled them to embrace AI tools to provide a critical lift. Others are still considering their options; for how long remains to be seen.

But as the industry battles with this process, one thing we can do is discuss our shared experiences and learnings. After all, IT teams that have successfully integrated AI are well-placed to offer valuable insights, helping to measure the pace of implementing AI solutions for traditionally human-driven tasks.

Four key considerations are essential when embarking on an AI journey.

1. Understand your needs and wants

First things first. It may seem an obvious first step, but understanding what you have — and what you’re looking to achieve — is critical. In that regard, it’s no different from any important purchasing decision.

To help you decide, conduct an audit to discover where some productivity would make the most impact. One area in which AI excels, for example, is helping to cut costs and deliver a speedy return on investment (ROI).

One survey of SolarWinds customers found that IT teams saved an average of 23 hours per week on IT service management tasks having integrated AI capabilities. Such promises are certainly tempting. But this kind of ROI can only be achieved if you approach the process correctly and deploy AI where the need is greatest. In other words, you must think critically about where best to leverage AI.

2. AI is a tool, not a replacement

One of the issues that inevitably raises its head above the parapet is whether AI will replace people. Concerns about potential job losses may sometimes fuel the conflict within IT teams. But it shouldn’t — for one simple reason.

Anyone who has experienced this technology first-hand knows it can’t replace the critical thinking and creative problem-solving central to successful teams. Where it does score well is by helping to automate repetitive and mundane tasks. That’s when AI becomes a valuable part of your team, not a replacement for certain individuals.

3. Stay informed

Barely a day goes by without some new development or breakthrough in AI. That’s why you need to keep tabs on the latest industry scoops.

This can be as simple as following a few trusted news sources or subscribing to certain AI solution providers. Staying abreast of the latest developments should be viewed as a group effort involving the whole team and not a task left to one or two people. Navigating this complex terrain ahead is a team effort.

4. Embrace flexibility

AI is developing at a blistering pace. We also know that plenty of twists and turns are coming down the line as the technology develops and customers respond to new breakthroughs. That’s why being flexible and adaptable to change is essential in the fast-moving world of AI.

AI is here to stay

What is clear as day is that AI is here to stay and will continue to dominate headlines. For those at the sharp end of the AI revolution, it’s often easy to get caught up in the hype. That’s why it is crucial to pause and reflect. If you ever hit a roadblock or lose sight of your goals, it’s worth it. Take a leaf out of the book from the guiding principles of the Information Technology Infrastructure Library: start where you are.

And what’s the bottom line here? It means assessing your situation and identifying what you want to achieve. It is also vital to keep track of the solutions and tools already available and communicate with your teams regularly. Remember, always keep the lines open. While pushing the envelope with innovation is important, it is also wise to have a solid game plan before pouring all the resources into AI. It’s important not to stall innovation, but at the same time, don’t waste your whole technology budget on new AI tools until you have a plan for how you’ll use them. Bear in mind, AI isn't a flash in the pan: it is here to flip tables and the world will never be the same again. Being able to get a grip in this journey ahead is the name of the game.

Top image credit: iStock.com/marchmeena29