IT operations have evolved from being just a technological upgrade to a strategic advancement. However, the adoption of this transformation varies significantly, with many organizations still depending on reactive, manual support. While AI offers the potential for quicker solutions, its true strength lies in smart systems that can predict issues, resolve them, and adjust according to the business's needs.
In this latest episode of the Analytics Insight podcast, Mathew Philip, Senior Director & Head of Global SIS and India Business at GoTo, emphasizes that the essence of IT transformation lies in the intelligence behind these tools, not in the tools themselves. He believes, “AI alone won’t redefine IT. Smart IT systems will.”
Philip clarified that conventional IT support tends to leave companies running after issues rather than avoiding them. “It’s like constructing a digital highway without directing traffic,” he explained. Siloed teams, manual workflows, and delayed responses create inefficiencies that hinder innovation and erode customer trust.
The new era will be dominated by AI-led IT ecosystems that predict. The illustrations of intelligence that streamline workflows include the AI-powered screen translation features of LogMeIn Resolve’s GoPilot and Rescue. By automating trivial tasks, these tools also enable technicians to focus on high-value, strategic work. He pointed out, “The moment IT becomes more intelligent, the teams will start to work very quickly, the downtime will be nil, and the business will flourish.”
The role of artificial intelligence in IT is not limited to handling and mitigating present-day issues; it also orchestrates a seamless, fully proactive operation where human and machine teams work together in harmony. “When you have orchestrated IT,” Philip stated, “then you don’t fight the outages but rather you have made resilience, agility, and trust a part of every digital transaction.”
Philip outlined five pillars for the future of IT support:
Anticipate and prevent downtime.
Amplify human expertise through AI.
Deliver predictive resolution at scale.
Incorporate security, compliance, and ethical governance.
Leverage strategic partnerships to fuel innovation.
Measuring Impact Beyond Speed
Achieving success with AI-enabled IT isn’t just about resolving tickets more quickly; it’s about empowering teams, ensuring business continuity, and driving innovation. “Each issue avoided, each minute recovered,” he explained, “transcends IT as a support role to become a strategic benefit.”
As autonomous systems become more prevalent, IT departments will be the architects of resilience that propel digital transformation and unlock growth. “Organizations that harness AI in IT support will be the ones best equipped to thrive in the coming years,” Philip concluded, describing a vision where human innovation and technology in partnership craft a smarter, speedier, and more resilient enterprise.