2023 marked big changes in IT, with the rise of ChatGPT and other Generative AI tools that are playing a new role in many sectors, including in computing. These innovations have notably changed the IT landscape, and its regulations, and should be taken into account by companies that aim to grow, comply with rules, and maintain performance. New technologies are here to stay and are likely to keep impacting IT for many years to come.
BMC Software experts share their analysis on the past year and their trends for 2024 and beyond with a particular focus on AI:
Ram Chakravarti, Chief Technology Officer
“The increasing importance of data quality – 2024 will be the year that companies realise that their success with AI is directly correlated to high quality data. While we’ve heard about how important data quality is for training AI models, data will be brought into focus for many organisations as they continue to embrace generative AI and yet experience poor results due to useless or badly collected data. This hard truth will reveal that AI-driven outcomes are only as good as quality of the data available.
“The AI skills gap begins to narrow as AI adoption accelerates – In the year ahead, we will continue to see increased AI adoption. As such, there will also be an explosion in widely accessible training and educational programs to aid in narrowing the AI skills gap. If you aren’t looking to better understand how AI can transform your business systems and processes, you should be.”
Ayman Sayed, CEO
“Business is moving faster than humanly possible and businesses will need to embrace technology to keep up. In 2024, your business and our world will continue to change in unpredictable ways. In fact, it’s estimated that 97 zettabytes of data were generated last year- outpacing the growth of any other aspect of business and this is only expected to increase in the year ahead. Businesses must reinvent how they operate to succeed and thrive, and technology will continue to hold the key to helping address these challenges. Technology that helps to connect across an organisation’s entire digital enterprise – so that organisations can seamlessly automate and transform their IT infrastructure wherever it lives – will become a business imperative in the year ahead.
“Among some of the key technology priorities for organisations, will be Generative AI and Data in 2024. AI will continue to provide two main benefits – a) Making existing things better, and b) Making things possible that were not previously conceivable. At the same time, Data is the lifeblood of any business, and every corporation is on a journey to define and implement their future data strategy. Organisations that can overcome two of the biggest data challenges including: unravelling data complexity and operationalising data initiatives, will be those with the most to gain in the year ahead. The successful interplay between AI and data, to unlock data complexity and realise business value, is at the heart of intelligent automation that will not only continue to transform IT, but every aspect of business.”
Ali Siddiqui, Chief Product Officer
“Generative AI is impacting technology investments at a rate and scale that no one could have predicted and I believe GPT / LLM tech will drive 20% improvement in employee satisfaction or 25% reduction in IT service costs by 2025. In the coming year I expect to see Generative AI make an impact on user interfaces across service management, knowledge search, monitoring, and other operational aspects of companies at all sizes. For example, Generative AI will help us identify new issue clusters, direct users to emerging solutions, and even predict issues before they manifest and impact experience.
“Generative AI will also help in reducing hallucination risks and solve challenges of challenges of secure data management, data pipeline orchestration, and the user experience. IT teams must be thinking about how to apply ChatGPT and generative AI to their own products because those who are not will be behind the curve. Overall, as businesses prioritise data-driven decision-making and automation, we will see the demand for generative AI grow. Organisations that can successfully harness the power of generative AI will shape the future of enterprise software.”
John McKenny, SVP and GM, Intelligent Z Optimization and Transformation (IZOT)
“Machine learning and AI practices will accelerate mainframe application development to improve quality and speed of delivery. Mainframe DevOps teams leverage machine learning to monitor release health and test results. AI will be able to recommend key insights into automated workflows to improve developer productivity.
“Organisations will work past their AI ‘trust’ issues and begin to harness the power of automation to allow a fully autonomous digital enterprise. At the same time, there will be a growing need to govern AI and ML ‘Ops’ to drive validity and accuracy of ongoing model development.”
Margaret Lee, GM & SVP, Digital Service and Operations Management
“Organisations are increasingly reliant on their digital services, which are getting more complex and changing more frequently each year. Traditional IT Operations is unable to scale to meet the needs of their application teams for complex cloud-native architectures and DevOps agility.
“To scale, IT Operations must transform, which will continue to drive growth in AIOps adoption. In 2024, the early majority of the market will be focused on initial AIOps use cases. Organisations that attempt to build their own solution will lose time on experiments and have a higher rate of failure. Organisations that adopt a purpose-built solution will have faster time to value and higher success rates. They will improve the mean time to identification by unifying their silos of observability data and leverage AI to automatically identify the root cause and accelerate the mean time to repair.
“This transformation will help IT Operations catch up with their business and application stakeholders. Having already seen value in initial AIOps use cases, the earlier adopters will continue their AIOps journey and expand into predictive issue identification and automated remediation. This transformation will enable IT Operations to shift from a reactive mode of disruptive war rooms to strategic support for the next round of business innovation.”