CIO OPINION
The ‘ techceleration ’ of recent years has brought IT complexity and sprawl into the spotlight . Speak to the average IT staff and chances are they ’ ll tell you how days are spent trying to manage increasingly large and complex digital environments .
Freshworks ’ survey provides some insight into the scale of this problem . The findings suggest that the number of apps installed for the exclusive use of IT teams has increased by 71 % since 2022 , yet less than a third of them are being used .
This is not only a waste of money , but it also bogs people down as these apps need to be installed and maintained . Haphazardly adding AI tools to this already heady mix will only add to tool sprawl .
CIOs need to ensure that pursuing AI adoption doesn ’ t exacerbate bloatware . This can be achieved via a unified approach . CIOs who want to empower their organizations to be early movers should look to an Artificial Intelligence for IT Operations ( AIOps ) platform that integrates with existing IT service management ( ITSM ) tools and processes . This brings together information , insights , and capabilities that were previously siloed while facilitating easy-to-implement , easy-to-use and easy-to-scale solutions that prime the business to delight its customers .
Out of the 2,000 IT professionals from around the world surveyed by Freshworks , around 87 % were concerned about generative AI being used by colleagues . In fact , 73 % had expressed privacy concerns , while 59 % were worried about inappropriate or inaccurate results being disclosed to employees and customers .
This highlights that business leaders need to follow the sober stance technologists have taken , especially as the hype around AI continues .
Furthermore , there is considerable skepticism among employees themselves about AI . More than a third of the respondents stated they did not want AI to help with task completion , despite 45 % estimating that half of their work could be automated .
This underscores the misgivings that many still have about AI ’ s impact on the future of work .
And if employees are resistant , then you can be certain that AI will only create more – potentially insurmountable – problems for businesses to solve later down the road .
However , although these business risks are very real , CIOs can overcome them by managing them as early as possible .
As AI ’ s capabilities continue to grow , it will be even more critical to get ahead of the curve .
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