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Generative AI in IT operations

Enhancing efficiencies across technology managed services

How is artificial intelligence (AI) transforming information technology (IT) operations? Learn how Generative AI’s data-driven automation technology with agentic AI’s proactive, self-managing capabilities can help organizations achieve newfound efficiency, resilience, and agility.

Generative AI in IT operations
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Bringing new possibilities to IT operations through GenAI

As IT operations leaders, you are constantly challenged to deliver greater efficiency, reliability, and value while managing costs and complexity. GenAI offers a powerful opportunity to transform managed services by automating routine tasks, proactively identifying and resolving incidents, and streamlining processes across the IT landscape. By leveraging GenAI, your organization can reduce the total cost of ownership, minimize manual intervention, and accelerate innovation cycles—freeing up your teams to focus on higher-value initiatives.

Beyond cost savings, GenAI enhances user experience by enabling faster response times, more accurate issue resolution, and personalized support. With robust implementation strategies and a focus on security and governance, GenAI adoption empowers IT operations to deliver consistent, high-quality service while maintaining compliance and trust. Embracing GenAI can position your organization at the forefront of digital transformation, driving both operational excellence and competitive advantage.

GenAI opportunities for technology managed services

Many organizations have elevated expectations from using GenAI and agentic AI with a primary focus on reducing the cost of operations, improving their customer experience, and gaining a competitive advantage and the ability to fast-track innovation. IT services companies are invested in exploiting the benefits of GenAI to address their clients’ needs while creating a competitive edge for themselves. Below is a detailed view of the areas of potential applications and benefits of GenAI in IT operations.

GenAI-based models can analyze historical data and identify patterns, which, in turn, can:

  • Predict failures: Anticipate hardware or software failures before they occur through predictive analysis.
  • Optimize maintenance schedules: Schedule maintenance activities at optimal times to minimize downtime.
  • Promote self-healing: Provide automated solutions for common issues, reducing the need for human intervention.
  • Assist with problem management: The insights from ticket analysis can help identify reasons for repeated incidents, and through proactive problem management, they can be addressed, resulting in significant reductions in issues.

Autonomous response and resolution
Agentic AI can help accelerate the ticket response and resolution time, resulting in a reduction of cost to services, improved mean time to resolution, and a better user experience through:

  • Autonomous ticket creation: GenAI-based tools can automatically create incidents and service requests for users facing issues or requesting services.
  • Autonomous ticket response: Once the ticket is created, the GenAI-based tool can automatically acknowledge and assign the ticket to the right team.
  • Autonomous ticket resolution: GenAI-based tools can help resolve the tickets created.

Automate repeated and routine tasks
GenAI can automate repetitive and time-consuming tasks, increasing uptime, reducing the cost of operations, and improving user experience by deploying AI agents for:

  • Ticket management: Automatically categorize and route service tickets.
  • System monitoring: Continuously monitor systems and generate alerts for anomalies.
  • Report generation: Create detailed performance and compliance reports.
  • Create knowledge management: GenAI can help create and maintain documentation from the transition phase through the support life. AI agents can query the existing knowledge base to suggest solutions for user queries and issues.
  • Automate coding for enhancements: Automated coding significantly reduces enhancements’ time, effort, and cost while promising uniformity in output through standards adherence.
  • Automate testing for changes and enhancements: Automate test script creation, data generation, and testing through GenAI, which can reduce the time and effort required to test the changes and improvements while ensuring better output quality.

Moving toward the future with GenAI

Integrating GenAI into technology managed services represents a paradigm shift that promises to redefine the industry. By embracing this technology with a strategic and responsible approach, organizations can achieve new heights of efficiency, innovation, and customer satisfaction. The path forward is one of continuous learning and adaptation, ensuring that the benefits of GenAI are realized while maintaining the highest standards of integrity and trust. Explore GenAI implementation strategies, risks and challenges, and market potential in our full report.

Get in touch

Jishnu Mullick

Jishnu Mullick

Principal and Offering Lead US, Enterprise Operations as a Service
+1 714 436 7534
Darshan Shah

Darshan Shah

Consulting Managing Director | Deloitte
+1 678 428 4718
Subhash Dubey

Subhash Dubey

Managing Director
+1 267 884 9729

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