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Many IT systems not equipped to keep pace with transformation

(Image credit: Image Credit: Geralt / Pixabay)

As businesses shift their digital transformation (opens in new tab) efforts into gear, IT services and operations managers are feeling the heat. This is according to a new report from software company Freshworks, which claims that a quarter of IT decision-makers expect the volume of internal IT service inquiries to increase over the next year.

There is no way around it, making adapting to the new reality “crucial”, Freshworks says, adding that 77 percent of the respondents already prioritize the modernization of their IT service and operations management. Still, less than a fifth (19 percent) of UK businesses are ready to meet these growing demands.

To weather the storm, the report further argues, businesses should deploy artificial intelligence (AI) solutions, as more than half (52 percent) already see the tech as critical to the success of their digital transformation plans. It’s not all talk, either, with 50 percent already having deployed AI, either all across the enterprise or in specific departments. 

Most of these organizations experienced improved workflow automation, as well as reduced workload for IT staff. Some respondents reported greater end-user productivity, better customer experiences and better employee experiences.

Deploying AI isn’t as easy as it sounds, though, as many businesses struggled with speed, cost and integration with legacy systems. 

“The data proves what Freshworks has been seeing with our customers for years – they expect AI to be deeply integrated within the ITSM tools instead of it being an add-on that requires additional effort to delight their employees,” said Prakash Ramamurthy, Chief Product Officer at Freshworks. 

“As evident from the survey, users of AI want greater automation, reduced complexity, and a simplified approach with modern IT tools that delight businesses of all sizes. AI is no longer a futuristic concept, it’s a must-have.” 

Sead Fadilpašić is a freelance tech writer and journalist with more than 17 years experience writing technology-focussed news, blogs, whitepapers, reviews, and ebooks. And his work has featured in online media outlets from all over the world, including Al Jazeera Balkans (where he was a Multimedia Journalist), Crypto News, TechRadar Pro, and IT Pro Portal, where he has written news and features for over five years. Sead's experience also includes writing for inbound marketing, where he creates technology-based content for clients from London to Singapore. Sead is a HubSpot-certified content creator.