AI and the Human Touch: Maximizing IT Issue Resolution

IT operations teams should work with IT service teams, data scientists, and machine learning experts doing the heavy lifting on the build side.

2 Min Read
hand that's half human and half robot

Artificial intelligence can be a game changer when it comes to IT issue resolution, particularly in cloud environments, creating massive productivity gains for organizations. Technology solutions rooted in AI empower teams to monitor and optimize their entire hybrid, multi-cloud topology in real-time.

AI — especially deterministic or causal AI — can be used to observe behaviors, search for anomalies and degradations with true business impact, and instantly alert teams when problems occur and point to the root cause.

Andi Grabner, DevOps activist for Dynatrace, says AI and automation can eliminate the need for human intervention to solve basic IT problems. "This frees up time for teams to engage in more complicated issues where their time and touch is more meaningful and offers greater value," he says.

In this way, AI augments people to perform at a higher level than is otherwise possible.  

"Teams also need to ensure their AI is drawing the correct conclusions, making the right decisions, and implementing the right solutions," he adds.

Benefits Already Made Clear

Melissa Herrle, vice president of product at OpsRamp, points out AI benefits in IT issue resolution are already being seen today, mainly in reducing alert noise and help desk tickets.

Related:How ChatGPT Can Make Life Easier for IT Professionals

"Intelligent alerting and event correlation ensures that multiple tickets aren't being filed for the same event," she explains. "This leads to a reduction in mean time to detect and resolve. This is typically the first benefit customers see from an AIOps implementation."

Herrle says the smarter the AIOps system becomes, the more the organization can automate processes in response to detected events, be they automated remediation or just automatically directing the right internal resources — human or machine.

"The biggest limitation is data," she says. "The more tools in use, the more data has to be collected, filtered and managed, and the more data accuracy issues you'll have."

Read the rest of this article on InformationWeek.

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About the Author(s)


InformationWeek, a sister site to ITPro Today, is a trusted source for CIOs and IT leaders seeking comprehensive and authentic coverage of the constantly evolving world of technology and its impact on business. Our experienced and ethical journalists conduct in-depth examinations of crucial issues and the impact of global events on IT operations and strategies, helping forward-thinking executives stay at the forefront of their industries. InformationWeek also provides a platform for enterprise IT leaders and leading tech companies to share their insights and experiences through exclusive interviews, opinion pieces, and events, offering firsthand accounts of strategies, trends, and innovations.

Nathan Eddy

Nathan Eddy is a freelance writer for ITProToday and covers various IT trends and topics across wide variety of industries. A graduate of Northwestern University’s Medill School of Journalism, he is also a documentary filmmaker specializing in architecture and urban planning. He currently lives in Berlin, Germany.

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