EMA research places AI and automation initiatives at the top of C-level technology priorities. But resistance to change, lack of experience, and the complexity of training models all hold back progress.
These slides, based on the webinar, address 5 common misconceptions about AI-powered ITSM automation and present a practical way to revolutionize IT support without changing platforms, processes, or user habits.
CNIC Information System with Pakdata Cf In Pakistan
5 AI-Powered ITSM Myths Debunked
1. Valerie O’Connell
Research Director
Enterprise Management Associates
5 AI-Powered ITSM Myths Debunked
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
Varun Singh
Founder and VP Product
Moveworks
2. Watch the On-Demand Webinar
Slide 2
• 5 AI-Powered ITSM Myths Debunked:
http://info.enterprisemanagement.com/5-ai-powered-itsm-myth-
debunked-webinar-ws
• Check out upcoming webinars from EMA here:
http://www.enterprisemanagement.com/freeResearch
4. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
Valerie O’Connell
Research Director
Enterprise Management Associates
EMA research findings on AI/ML in IT Automation
5. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
1. High-level findings:
1. Across the board, automation correlates highly with improved business outcomes/metrics
and perceived competitive advantage.
2. Automation initiatives enjoy a very high success rate.
Common sense and research agree: doing more with less and doing it better is good
business.
The gap between enterprises with high and low levels of automation is a competitive gap.
6. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
The automation gap is a competitive gap:
While 30% have automation in the planning stage and only 4% have no plans,
26% are already at advanced levels of automation
6
To what degree have you implemented automation in your organization?
18%
8%
19%
22%
30%
4%
0% 5% 10% 15% 20% 25% 30% 35%
Automation is actively being expanded throughout the IT infrastructure
Complex processes have been automated
Some multi-step processes have been automated
Simple tasks have been automated
Automation is in the planning phase
Nothing is automated and we aren't planning to automate anytime soon
Sample Size = 400
High: 26% complex processes + automation
actively expanded
Medium: 41% simple tasks + some multi-
step processes
Low: 34% nothing is automated + planning
Note: Success breeds success!
Automation breeds a culture that can consume and capitalize on automation.
The competitive gap widens with time at an accelerating rate
7. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING7
What is the primary use case that automation and/or AI/analytics is currently supporting?
22%
17%
17%
15%
8%
8%
6%
6%
3%
0% 5% 10% 15% 20% 25%
Integrated operations (for superior availability, performance, and change management)
Self-service capabilities for routine requests and services
Routine service desk capabilities: incident/problem/request/change
Integrated asset management/IT financial planning
DevOps/agile initiatives
Enterprise service management (ESM for HR, facilities, etc.)
Integrated security and operations (SecOps)
Major incident response
Internet of Things (IoT)
The combination
of self-service
and routine
service desk
capabilities led as
the primary use
case (34%)
On average, the primary use case is relatively new
(57%) with 31% “Just now fully deployed and in
production” and 26% “currently in deployment”
Sample Size = 400
8. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING8
Which were the two most valuable benefits achieved from your automation investments?
28%
25%
21%
18%
12%
12%
10%
10%
8%
6%
6%
6%
6%
4%
4%
4%
4%
3%
2%
2%
2%
1%
0% 5% 10% 15% 20% 25% 30%
Cost savings across IT
Improved IT operational efficiencies
Improved end-user/customer satisfaction
Improved quality of delivered services
Reduced unplanned IT work
Faster incident and problem resolution
More efficient release management
Faster and more accurate change management
Improved business outcomes for IT services
Improved revenue due to reduced downtime
Improved IT-to-business alignment
Improved business/organizational productivity
DevOps process efficiencies
Superior lifecycle IT asset management effectiveness
Improved compliance/risk reduction
Faster deployment of applications
Able to focus more proactively on ITSM (improve/create services)
Improved ability to optimize cloud
Reduced support tickets/call volumes
Improved SecOps efficiencies
Faster deployment of infrastructure
Freed up existing resources to focus on higher-level/more complex tasks
Sample Size = 400, Valid Cases = 400, Total Mentions = 769
Note:
• Combined improved end-user/customer
satisfaction + quality of delivered services
(39%) led as most valuable benefit
• Benefits achieved were a close map to
initial drivers (benefits sought)
9. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
But there was no shortage of obstacles…
10. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
The major obstacles can be combined into three larger categories:
10
Cost/resources
• Cost/budgetary issues
• Lack of financial and human resources
• Product cost and complexity
Implementation and experience
• Lack of skillsets
• Data management issues
• Training the ML/AI capabilities
• Understanding and setting the use case priorities
• Products not fully baked
• Too much customization needed
Change 61%
• Resistance to change 15%
• Lack of trust in the technology 15%
• Fear of job loss 10%
• Organizational change 9%
• Organizational conflicts in IT 12%
(Note: Lack of executive support can manifest in any category)
11. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
IT automation and AI/ML conclusions
11
• IT automation/AI is an executive play because:
• High visibility of projects
• High level of business benefits and advantages
• Digital transformation
• High organizational level of control needed for processes to cross “natural” boundaries
• Automation is an acquired taste
• What begins as fear and resistance to change morphs into…
• Acceptance and extended use cases at an accelerated pace of adoption
• A cycle of continual improvement
• An organizational culture of innovation and automation
Which translate into competitive advantage