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What’s AI Good For? 500+ IT Leaders Weigh In

What do IT leaders want from AI

Here’s some food for thought for IT leaders: What is AI good for? And how do we make the best—and safest—use of this tech in the workplace?  

There may not be definitive answers to these questions but we’re here to provide you with some insights into what peers are thinking. We teamed up with YouGov to dive deep into the minds of 506 IT leaders, uncovering what drives their AI decisions. The top priorities? Cost savings, service desk efficiency, and personalized digital experiences. 

This area of technology is advancing quickly and there’s plenty of debate about the best tools to invest in, responsible usage, and what the future looks like. We know AI can significantly benefit IT teams and enhance the digital employee experience (DEX). That’s why we conducted a survey to get to the heart of what IT decision-makers (ITDMs) really want from AI. 

“From speaking to our customers and industry analysts, we knew that IT teams are becoming strategic command centers of businesses—looking to help reduce operational costs and more efficiently fix digital issues. This research provides an incredible analysis of what exactly IT leaders are looking to improve—and how they feel AI can help them.” – Mark Banfield, 1E CEO 

Survey insights: What IT leaders want from AI 

Our survey cuts through the noise to reveal ITDMs’ real concerns and hopes for AI in IT operations. The results show that IT leaders are optimistic but cautious:

1. AI as a cost-saving tool

IT teams are more instrumental than ever in driving key business priorities, including reducing operational costs. Our survey reveals that 93% of ITDMs recognize AI’s value in IT operations. Financial considerations, such as ROI and cost savings, heavily influence planning and investment, with 86% more likely to purchase IT products that help reduce costs.

2. Boosting service desk efficiency

Proactive IT operations and automation are revolutionizing service desks. Increasing service desk efficiency and speed are top priorities for IT professionals. According to ITDMs, these are the top four service-desk responsibilities that would most benefit from AI: 

  • Fixing issues faster 
  • Reducing human errors 
  • Analyzing large data sets quickly 
  • Cutting operational costs 

A whopping 79% of respondents want to predict user reactions to IT issues, highlighting the need for proactive remediation through automation.

3. Enhancing digital employee experience (DEX)

Personalization is crucial for DEX. IT leaders understand that every user has unique needs that drive productivity and satisfaction. Our survey found that 85% believe personalized experiences will boost user sentiment. 

However, safety and transparency are paramount. While personalization is transformative, protecting against cyber-attacks is vital. Only 36% disagree that they currently lack accurate visibility into user sentiment, and 57% say data transparency is essential for responsible deployment. 

The bottom line: AI will have an enormous impact on IT 

AI is set to revolutionize IT operations, offering cost savings, improved service desk efficiency, and personalized DEX. However, responsible implementation, focused on transparency and safety, is critical. 

Want to dive deeper into these insights? Download the full report today to understand how AI can help your IT team become a strategic command center. It’s packed with valuable information that will guide your journey and help you make informed decisions aligned with your business goals. 

 Download the full report here. 


The FORRESTER WAVE™: End-User Experience Management, Q3 2022

The FORRESTER WAVE™: End-User Experience Management, Q3 2022