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Breaking Barriers in IT Operations: Overcoming Legacy Constraints in Intelligent Automation
The adoption of intelligent automation in IT operations is a crucial step towards transforming the way we deliver support and services to our end-users. As technology continues to evolve, it has become clear that traditional methods of delivering IT support are no longer sufficient. However, despite the promise of AI-powered automation, many organizations remain stuck in legacy processes and structures that hinder the adoption of these innovative solutions.
One of the primary barriers to intelligent automation is the reliance on outdated support channels. In end-user support, this includes phone, email, chat, and self-service via IT service management (ITSM) tools. These channels have become entrenched, making it challenging for organizations to transition away from traditional methods. Similarly, in data center operations, monitoring tools and event management systems remain largely reactive, with incident tickets often resulting in no action being taken.
The issue at hand is not the absence of intelligent automation itself, but rather the lack of effective change management in IT support. Legacy processes are deeply ingrained, making it challenging for organizations to adopt new, AI-driven solutions. However, this is precisely where the problem lies – we cannot continue to rely on outdated methods that only serve to perpetuate inefficiencies and reduce overall performance.
To overcome these legacy constraints, IT leaders must first generate organization-specific intelligence to identify clear bottlenecks in processes. This data can then be used to make traditional support channels less accessible, encouraging users to adopt self-help resources and empowering them through intelligent automation.
In the context of end-user support, this means reducing access to phone and email channels for simple issues such as access and productivity application problems. Instead, these issues should be handled through self-help platforms that are intuitive and easily accessible.
Additionally, IT leaders must re-organize their support teams to align with those who possess the necessary troubleshooting skills and understanding of back-end systems supporting self-help platforms. This shift in focus is critical to ensuring seamless transitions and minimizing disruptions.
Intelligent automation can also be used to enable network operation centers to run without relying on a service desk, empowering users through proactive issue resolution and eliminating unnecessary bottlenecks in the process.
In conclusion, intelligent automation holds immense potential for IT operations, but its adoption will require significant changes in how we approach support. To unlock the benefits of these innovative solutions, it is essential that organizations lead operational transformation initiatives by eliminating legacy processes and relying on AI-powered change management.
By doing so, IT leaders can overcome the barriers to adopting intelligent automation, ensuring a more efficient and effective delivery of IT services while improving end-user experience.
Source: https://www.forbes.com/councils/forbestechcouncil/2025/04/10/breaking-barriers-in-it-operations-overcoming-legacy-constraints-in-intelligent-automation/
