Accelerating business value through managed services and GenAI

To “do things differently” refers to how GenAI offers both IT and the business several immediate use cases to enable efficiency. This includes currently implemented use cases such as:

• Autonomous knowledge article generation;
• Autonomous incident management;
• Autonomous code generation;
• Proactive problem management; and
• Natural language user interaction.

Over the past few decades, IT has become well-accustomed to the mantra of “do more with less,” since the enterprise has often viewed IT as a cost center whose role was simply keeping systems up and expenditures down. To do more with less, the typical IT organization has evolved from being largely onsite and internally staffed to taking advantage of global delivery—either through captive or supplier delivery centers and, more recently, through managed services driven by AI- and machine learning (ML)-powered automation.

GenAI offers an opportunity to further optimize costs, as well as create significant changes in the value IT delivers to the business.

There are several GenAI use cases being developed that could deliver benefits in the operate services area including:

• Interactive “how to” responses;
• Real-time language translation;
• User requirements capture and story generation;
• Autonomous testing; and
• Release management.

These benefits aren’t solely limited to IT. GenAI can enable many areas of the business to become more self-sufficient through process automation and natural language interaction—reducing dependency on specialist IT resources to support straightforward tasks.

Business efficiency benefits that organizations could enjoy from leveraging these new GenAI tools include:

• Improved user experiences from self-service offerings driven via knowledge bases;
• Natural language tools that simplify user interfaces for a broad array of applications; and
• Powerful report generation and query response capabilities.

In the long term, there will be opportunities to transform and potentially disrupt entire businesses. It’s impossible to predict the exact nature of how managed services will evolve, but we believe there will be further consolidation of software as a service (SaaS) and enterprise solutions into full-stack, integrated service models—possibly delivered on a per transaction or pay-as-you-use basis. The opportunity for service providers will be to focus on both functional and business value aspects of their offerings.

From a business process perspective, business process outsourcing (BPO) services may become more key performance indicator (KPI)-driven, with full-stack support for business-critical applications and self-healing infrastructure to reduce support burdens.

New GenAI use cases are emerging daily, and opportunities for enterprise transformation are many. Areas where GenAI could provide benefits include strategic finance, internal audit, financial planning and analysis, treasury, business unit finance, tax, transactional finance, investor relations, and controllership.

GenAI has arrived—rapidly taking its place as a significant part of enterprise operations. More than ever, businesses, along with their IT partners, must innovate to remain competitive, be more responsive to changing business requirements, and reduce inefficiencies that can drive up the cost of operations.

At the moment, GenAI is currently being embedded in products and offerings across the IT value chain—from ERP and business solution products to ITSM software, including managed services. However, as several of these efforts overlap, it’s unclear how the operate landscape will evolve. It seems likely that some combination of GenAI capabilities will be included in most products and services moving forward.

The opportunity going forward is to reduce effort and time on routine activities and become more business- and innovation-focused—leading to better products and services for your end customer.

Deloitte is uniquely positioned to move beyond foundational, operations-related GenAI to help bring new benefits to organizations at large via libraries of business-oriented GenAI use cases . Deloitte can deliver such services with AIOPS.D™, a new subscription-based offering that helps organizations implement AI-fueled autonomous business processes across various functions and industries. AIOPS.D™ is built upon a microservices platform and a managed service model that enables organizations to rapidly deploy and operate a suite of intelligent applications to monitor and operate core business processes.

We operate at the intersection of business and IT, and GenAI is a unique convergence of opportunity for Operate and Managed Services to enable business transformation.