I could feel – I could smell –a new kind of intelligence across the table

Gary Kasparov 


Artificial Intelligence (AI) is a concept that determines future and everything that it holds. AI has not only transformed traditional methods of computing, but it has been also penetrating into many industries, significantly transforming them. As the world becomes more digitized and all industries become much smarter, IT companies have to keep pace with exploding process complexity and accelerating innovations. 

The IT industry: AI at the forefront 

The IT industry is faced with a tricky balancing act: driving innovative initiatives while grappling with the side effects of the traditional infrastructures. As the IT infrastructures become more complex and clients -more sophisticated, IT is forces to look for the most effective solutions to enhance IT operations management and accelerate problem resolution in complex modern IT environments. AI, being the tremendous breakthrough, has found a great use for the diverse, dynamic, and difficult-to-manage IT landscape. 

According to IDC, by 2021, global spending on AI systems will reach $57.6 billion. 

AI technologies for IT 

Artificial Intelligence, abbreviated as AI, is a branch of computer science that creates a system able to perform human-like tasks, such as speech and text recognition, content learning, and problem solving. Using AI-powered technologies, computers can accomplish specific tasks by analyzing huge amounts of data and recognizing in these data recurrent patterns.

According to a study by Transparency Market Research (TMR), the global market for artificial intelligence is estimated to gain an impressive 36.1% CAGR between 2016 and 2024, increasing by the end of 2024 from $126.14 billion in 2015 to $3,061.35 billion.

AI: Technology Segments 

Being an umbrella term, AI can be divided into different technology segments, such as machine learning, deep learning, natural language processing, image processing, and speech recognition. However, a central role in the IT industry belongs to machine learning and deep learning.

Read more about IT solutions in the time of COVID-19.

Machine Learning 

The essence of intelligence is learning. Machine learning (ML) is a subset of AI, which focuses on a computer program that is able to parse data using specific algorithms. Such program modifies itself without human intervention, producing the desired output based on analyzed data. In essence, using ML techniques, a machine is trained to analyze huge amounts of data and then learn to perform specific tasks. 

Deep Learning 

Deep Learning (DL) is a subset of ML, whose algorithms and techniques are similar to machine learning, but capabilities are not analogous. In DL, a computer system is trained to perform classification tasks directly from sounds, texts, or images by using a large amount of labeled data, as well as neural network architectures. 

Natural Language Processing 

Natural Language Processing (NLP) allows AI to understand and manipulate natural language in a way humans do. It offers the possibility of computers reading text or interpreting the spoken words with the same ease and fluidity, despite the inherent complexity. NLP relies on two basic concepts: Natural Language Understanding and Natural Language Generation. These two engines power chatbots and intelligent virtual assistants to communicate with users. Moreover, sentiment analysis driven by NLP has proved to be a useful tool in IT. 

Computer Vision 

Computer vision allows AI to derive meaningful insights from digital images, videos and other visual content. Based on extracted information, AI system can take actions or make recommendations. If AI enables computers to think, computer vision enables them to see, observe and understand.

Read more about Digitalization of Documents with AI.

AI applications in IT 

In the IT industry AI-driven applications have found use in three major areas: Quality Assurance, Service Management, and Process Automation. 

AI for Quality Assurance 

Software testing AI for QA

Each time a development team introduces a new code, it has to test it before let this code enter the market. Regression testing cycles takes a lot of efforts and time if it is manually done by QA experts. With the ability of AI to determine repetitive patterns, this process can be run easier and faster. Using AI for data analysis allows QA departments to eliminate human errors, reduce running test time, and easily identify possible defects. As a result, a QA team is not overloaded with large amounts of data to handle.

Application Testing

An AI-based system builds test suites by processing behavioral patterns according to location, device, and demographics. This allows QA departments to facilitate testing processes and enhance effectiveness of an application.

Social Media Analysis

AI systems are able to process and analyze huge amounts of data gained from social media. Based on these data, the system can predict market trends and customer behavior, therefore providing a company with a competitive advantage.

Defect analysis

AI systems monitor and analyze data and then compare them to prescribed parameters in order to detect errors or areas that require special attention.  If the system detects a problem or an error, it generates a warning. Additionally, the AI system is able to perform a deep analysis of occurred errors, defining areas most apt to defects as well as providing possible solutions for the further optimization. 

Efficiency analysis

By analyzing and summarizing relevant information from a large range of source, an AI system provides QAs with valuable information, giving QA engineers a complete view of the alterations that they must carry out. Using this information, QAs can make more informative decisions.

AI for Service Management

AI technology is also widely used in service management. Leveraging AI for service automation allows companies to utilize their resource more effectively, making service delivery faster, cheaper, and more effective.

Self-solving service desk

Today, AI with its machine learning capabilities offers IT companies a self-solving service desk, which is capable to analyze all the company input data and, as a result, provide users with proper suggestions and possible solutions. Applying AI, companies are able to track user behavior, make suggestions, and consequently provide self-help options to make service management more effective. In this case, AI ultimately gives users a better experience through improved self-service.

ML and DL capabilities of AI allow the system to analyze a request submitted to a service desk. The AI system finds out concurring requests, compares newly submitted with previously resolved ones, and then based on the past experience gets instant understanding, which solution to opt.

Being a powerful business tool, AI assists an IT team in operational processes, helping them to act more strategically. By tracking and analyzing user behavior, the AI system is able to make suggestions for the process optimization and even develop an effective business strategy.

AI for Process Automation

Humans and manual processes can no longer keep pace with network innovation, evolution, complexity, and change. The next evolution of automation is AI. Various business processes will become smarter, more aware. and more contextual. AI- powered automation will allow IT companies to easily automate many operational processes, reducing expenses and minimizing manual work. IT process automation can be used to streamline various IT operations in a vast number of situations, replacing repetitive manual tasks and business processes with automated solutions.

AI-driven computer engineering

AI is the future of computer programming. In traditional programming, code is a series of rule-based decisions in highly complex conditionals. An advanced AI system will soon be able to run and manage software development cycle by itself, understanding the core of a code. By now, AI helps human programmers navigate the increasingly complex number of APIs, making coding easier for developers.

Automated Network Management

Moreover, AI automates processes of running and managing  company networks.  AI with its ML capabilities is able spot problems as they occur and take needed measures in order to bring the network back into a stable operating state.

Read more about current AI innovations.

AIOps: AI for IT Operations

The term “AiOps” was first coined by Gartner and refers the use of AI to manage information technology based on a multi-level platform. Specifically, AIOps uses big data, analytics, and machine learning capabilities to automate data processing and decision making. The AIOps platform enable comprehensive insight into past and present states of IT systems, based on analysis of real-time and historical data.

Gartner defines AIOps as “platforms and software systems that combine big data and AI or machine learning functionality to enhance and partially replace a broad range of IT operations processes and tasks, including availability and performance monitoring, event correlation and analysis, IT service management, and automation.”

Based on AI technology, AIOps simplifies IT operations management and accelerates problem resolution in complex IT infrastructures.

IT operations is challenged by the rapid growth in data volumes generated by IT infrastructure and applications that must be captured, analyzed and acted on,” says Padraig Byrne, Senior Director Analyst at Gartner. “Coupled with the reality that IT operations teams often work in disconnected silos, this makes it challenging to ensure that the most urgent incident at any given time is being addressed.

Continuously increasing volume from primary data collection systems, constant rise of information sources and ongoing enhancement of system modifications complicate performances of IT companies. AIOps is a great solution to tame the immense complexity and quantity of data.

According to Gartner, use of AIOps and digital experience tools to monitor applications an infrastructure will rise from 5% in 2018 to 30% in 2023.

To gain most of AIOps platform, you have to be careful and make sure that you have chosen an AIOps platform that is able to meet your goals. The main feature a platform should have are: 

  • Accumulated data management 
  • Stream data management 
  • Log reception 
  • Receive data packets 
  • Reception of digital indicators 
  • Reception of documents 
  • Automated pattern discovery and prediction 
  • Anomaly detection 
  • Identification of the true source of problems

Availability of these elements will help IT companies to solve critical, unpredictable, and high-value issues, instead of getting bogged down by the overwhelming amount of mostly irrelevant IT data.

Final word…

The rapid rise of innovative technologies has led to more intelligent and efficient business.  To resolve and prevent  high-severity outrages the IT industry turns to Artificial Intelligence. Its Machine Learning and Deep Learning capabilities allow AI to transform traditional IT operations, making them smart, time-saving, and efficient.  Quality Assurance, Service Management, and Process Automation are the main areas AI has proved to be an effective tool. Moreover, the concept of AIOps offers a better and more productive way to manage IT operations.

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