In recent months, we have explored various ways that GenAI is being utilized by experts in sectors such as data analysis, management, and cybersecurity. Despite the ongoing discussions about productivity enhancements with GenAI, many employees remain uncertain about how to actually apply it within their work environment.

In today’s discussion, we will continue this relevant topic by investigating how GenAI is being utilized in the realm of IT assistance and service management. On the surface, the intersection of AI and IT seems like a natural fit—akin to the classic pairing of peanut butter and jelly in the equation “AI + [job function],” promising significant productivity improvements, right?

Well, it’s both true and not. A recent Salesforce report revealed a division between business leaders and IT experts regarding the key priorities for AI implementation within their companies. While executives emphasize rapid deployment above all, IT professionals express greater concern regarding organizational security, which could potentially be compromised by aggressive AI rollout schedules established by leadership.

Every narrative has two perspectives, so let’s delve into the advantages and obstacles of AI integration in IT.

How GenAI is being utilized in IT support

IT support specialists handle routine maintenance of hardware and software, diagnose computing problems, and conduct system evaluations. Whether onsite or providing remote assistance, IT professionals leverage their expertise in software and systems to ensure optimal functionality for both end-users and organizations.

As technology increasingly becomes integral to the everyday functions of businesses globally, the significance of IT support is also rising. According to CIO reports, there are more job vacancies in IT than available qualified candidates, leading to increased workloads that have left numerous IT departments struggling to cope. This is where GenAI can play a crucial role.

As a specialized tool adept at analyzing and generating written content, GenAI offers numerous applications to enhance IT support. Here are some examples:

• Incident ticket summarization: GenAI can efficiently categorize and summarize incident reports, ensuring prompt resolution of issues.

• Documentation drafting: IT experts can utilize GenAI to swiftly create high-quality documentation detailing solutions for various technology-related challenges.

• Chatbots: AI-driven chatbots can tackle low-level issues while escalating more complicated challenges to IT professionals.

• Proactive issue identification: GenAI’s capability to rapidly process vast datasets enables teams to identify potential technical problems before they occur.

Challenges of GenAI in IT

Although the advantages of incorporating GenAI into IT support are substantial, challenges also exist. In the Salesforce study, IT teams indicated concerns regarding data security (#3), data integrity (#3), balancing other projects (#4), and the financial implications of AI tools (#5). Their primary apprehension, however, was the shortage of AI competencies within the workforce, creating hurdles for the effective introduction, management, and maintenance of these systems within the existing organizational framework.

Ultimately, these issues highlight the critical importance of adequate training and strategic planning in successfully implementing secure AI solutions that cater to the requirements of both IT professionals and the enterprises they serve.

Begin developing your GenAI skills for IT

Education is one of the most effective methods to enhance the GenAI abilities necessary for success in future IT endeavors. As you contemplate the next phase of your IT career path, consider enrolling in one of these courses featuring GenAI content available on Coursera:

If you’re preparing for a role in IT support, think about enrolling in either the Microsoft IT Support Specialist Professional Certificate or the Google IT Support Professional Certificate. Both certificates not only teach the essential skills for entry-level IT support positions but also include recently added modules focused on developing AI skills.

If you wish to discover how to integrate AI in businesses, consider IBM’s AI Foundations for Business Specialization. Here, you will learn how AI can assist organizations in achieving their objectives and examine a framework for successfully deploying AI solutions within businesses.

For insights into responsible AI implementation, explore AWS’s Responsible AI Practices course. Understand what responsible AI entails and the considerations necessary when designing responsible AI systems.

That wraps up our discussion for this week. Before you sign off, please share how you’re utilizing GenAI in the comments section below. We’ll see you in the next session!

The article How AI is transforming IT originally appeared on Coursera Blog.