The document discusses the application of generative AI in IT operations, highlighting its growing adoption among organizations and the potential benefits it offers in terms of productivity and efficiency. Key findings indicate that 94% of organizations are using generative AI, primarily for documentation, data analysis, and task guidance. However, challenges related to output quality, data integrity, and security concerns persist among IT professionals.

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Applying Generative AI to
IT Operations
Sponsored by
Shamus McGillicuddy
Vice President of Research
Network Infrastructure and Operations
Enterprise Management Associates (EMA)

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Watch the On-Demand Webinar
• Applying Generative AI to IT Operations On-Demand Webinar:
https://info.enterprisemanagement.com/applying-genai-to-it-ops-
webinar-ss
• Check out upcoming webinars from EMA here:
https://www.enterprisemanagement.com/freeResearch
© 2023 Enterprise Management Associates, Inc.

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Featured Speaker
Shamus is a Vice President of Research at EMA,
where he leads the network infrastructure and
operations practice. He has nearly two decades of
experience in the IT industry. His research focuses on
all aspects of managing enterprise networks,
including network automation, AIOps-driven network
operations, multi-cloud networking, and WAN
transformation.
© 2024 Enterprise Management Associates, Inc. 3
Shamus McGillicuddy
Vice President of Research
Network Infrastructure and Operations
Enterprise Management Associates (EMA)

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Sponsor
© 2024 Enterprise Management Associates, Inc. 4

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Research Goals and
Methodology

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“
@ema_research
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Early 2023: EMA Analysts Began Encountering ChatGPT Use in IT Operations
© 2024 Enterprise Management Associates, Inc. 6
Everyone on my team wanted ChatGPT 4 and they all
paid for it, even if they couldn’t get reimbursed. I can
give it a paragraph of instructions for it to create a
premium config that would have taken me a couple
of hours to write. It had it all in about a minute.
Infrastructure engineering director,
large manufacturer

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IT Infrastructure and IT Management Vendors Embrace GenAI

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Research Goals
© 2024 Enterprise Management Associates, Inc. 8
How can
general-purpose
tools (ChatGPT)
help IT pros?
How can IT
vendors deliver
value with
generative AI?
What challenges
do IT pros
encounter
with AI?

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Job titles
7.3% IT engineer
4.6% IT architect
4.0% IT business analyst
4.0% Software developer
10.6% Project/program manager
17.9% IT team leader (manager/supervisor
27.2% IT group leader (director, VP)
24.5% CIO/CTO)
Top IT groups/departments
29.8% IT executive suite
13.2% IT service management/service support/
help desk
10.6% Cybersecurity
9.3% Project/program management
7.9% IT architecture
7.3% Network operations
6.6% DevOps/AppDev
Top industries
20.5% Manufacturing
18.5% Retail/Wholesale/Distribution
13.2% Finance/Banking/Insurance
11.3% Health care/Hospitals
7.3% Business services unrelated to IT
6.6% Education/Research
4.4% Pharmaceutical/Life sciences
Company size (employees)
56.9% Small enterprise – 500 to 4,999)
43.1% Large enterprise (5,000 or more)
Survey Demographics: 151 Respondents Who are Testing or Using
Generative AI Tools
© 2024 Enterprise Management Associates, Inc. 9

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General-Purpose
Generative AI

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General-Purpose Generative AI Adoption for IT Operations
© 2024 Enterprise Management Associates, Inc. 11
94% say their organizations
are using it today
Top use cases
74% Create documentation/procedures/knowledge base
69% Operational data analysis
66% Step-by-step guidance for tasks
64% Research/Learning
61% Programming/Scripting
47% Config generation

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Content Quality for General-Purpose GenAI
© 2024 Enterprise Management Associates, Inc. 12
HOW WOULD YOU RATE THE QUALITY OF THE CONTENT AND INSIGHTS
CONSUMER GENERATIVE AI TOOLS CREATE FOR IT MANAGEMENT PURPOSES?
Gap between SMEs and
management
Content is ”very good”
30% of technical personnel
67% of IT managers/execs

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Generative AI That
IT Vendors Offer

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How IT Personnel Use Vendor Technology
© 2024 Enterprise Management Associates, Inc. 14
73% say their organizations
are using generative AI that
IT vendors supply
Top use cases
67% Querying IT systems
66% Recommended actions
60% Querying product documentation/validated designs
55% Automated actions

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Content Quality for Vendor AI
© 2024 Enterprise Management Associates, Inc. 15
WHETHER YOUR ORGANIZATION CURRENTLY USES THEM OR NOT, HOW WOULD YOU
RATE THE QUALITY OF THE GENERATIVE AI TOOLS YOUR IT VENDORS SUPPLY?
Gap between SMEs and
management
Content is ”very good”
28% of technical personnel
55% of IT managers/execs

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The Impact of
Generative AI

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Boosting Productivity and Democratizing Tools
© 2024 Enterprise Management Associates, Inc. 17
96% believe GenAI can make IT personnel more
productive
• IT exec suite and IT service management see more potential
• Network operations, network engineering, IT architecture, and
data center operations see less potential
98% believe GenAI is
helpful for summarizing
insights from IT
dashboards & reports
• Which users are having a bad
experience?
• Describe current trends in
bandwidth utilization
• How are these alerts related?

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Top GenAI Opportunities: Optimized Service Performance and Improved
IT/Business Alignment
© 2024 Enterprise Management Associates, Inc. 18
WHAT ARE THE CHIEF BENEFITS OF APPLYING GENERATIVE AI TO IT MANAGEMENT?

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Adoption
Challenges and
Security Concerns

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Top Challenges of Applying Generative AI to IT Management
© 2024 Enterprise Management Associates, Inc. 20
40% Evaluating quality of AI outputs
33% Data quality – training data, prompt data
30% Integrating AI into tools/processes
19% User acceptance
18% Cost
Cost challenge rises when
IT vendors deliver poor AI

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Security and Compliance Concerns
© 2024 Enterprise Management Associates, Inc. 21
Top Concerns
Risk Perceptions
63% at least somewhat concerned about using
general-purpose tools
54% at least somewhat concerned about using IT
vendor tools
52% Data leakage via prompts
44% Malicious code/filters AI generates
43% Overconfidence in AI-driven security
40% Compliance violations
32% Bad changes that create vulnerabilities

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Key Takeaways
© 2024 Enterprise Management Associates, Inc. 22
Consumer AI provides knowledge, remedial instruction, some
basic coding and config generation
IT vendor solutions can streamline data analysis and guide and
automate action
Early adopters are seeing improved service performance and
IT/business alignment
Users are struggling with evaluating AI solutions and they are
worried about security/compliance risk

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The GenAI Report is Now Available!
© 2024 Enterprise Management Associates, Inc. 23
Learn more and download:
https://bit.ly/ema-genai