Generative and agentic synthetic intelligence (AI) have captured the creativeness of IT leaders, however there’s a vital hole between enthusiasm and implementation maturity for IT operations and repair administration, in line with a brand new survey from BMC Software program and Dimensional Analysis. The research polled 424 IT stakeholders accountable for some side of AI implementation throughout massive and midsize organizations in a wide selection of industries.
Though 94% stated that generative AI (genAI) is part of their operations and administration technique, solely 17% of the taking part organizations have moved past the experimental part, with simply 5% reporting that they’ve mature implementations. The bulk stay within the preliminary phases: 41% are experimenting with easy use circumstances, and 42% are working preliminary pilots.
The adoption sample reveals complexity in implementation approaches. Quite than settling for a single answer, organizations are embracing a number of platforms:
- 44% use two totally different genAI options, and 22% make use of three.
- 71% use Microsoft Copilot, 62% use OpenAI ChatGPT, and 32% use Google Gemini.
Given the complexity of coaching and managing a big language mannequin (LLM), 24% are using open supply LLMs resembling Llama or Google Gemini and creating their very own homegrown options.
Use circumstances for genAI are different, though chatbots prepared the ground (see chart).
BMC Software program and Dimensional Analysis
IT faces many vital challenges in implementing AI, in line with the survey. Practically half of the respondents (49%) stated knowledge is scattered throughout a number of repositories, and 45% reported that their current options concentrate on easy, reactive use circumstances that don’t faucet into AI’s full capabilities.
There’s additionally a data hole: 43% stated that enterprise stakeholders don’t perceive the excellence between generic generative pretrained transformers (GPT) fashions and specialised genAI options for IT operations.
But, optimism stays excessive, with 98% of the respondents anticipating to reap future advantages from genAI, resembling elevated productiveness, decreased upkeep wants, and decrease prices. Additionally, the extra mature the group’s AI implementations are, the extra optimistic the respondents are in regards to the know-how; 62% of these with superior implementations predict vital future worth.
The survey additionally explored attitudes towards rising agentic AI capabilities, which revealed one other discrepancy. Though 60% of the respondents cited the worth of natural-language interfaces for analytical reporting and 58% acknowledged the potential of autonomous brokers, familiarity with agentic AI stays low. Solely 8% contemplate themselves very educated in regards to the know-how, and 37% have by no means heard of it.
Lastly, opposite to reported issues that AI will change staff, 63% of the responding service and operations stakeholders imagine that genAI will enhance jobs, with just one% expressing issues about job displacement. This means that IT professionals see AI as an enhancing drive somewhat than as a alternative for human experience.
IT is at a vital inflection level in terms of generative and agentic AI. The survey outcomes spotlight the necessity for organizations to each embrace AI’s potential and acknowledge the sensible challenges for implementation. As soon as these challenges are overcome, nonetheless, the subsequent part of AI adoption will possible concentrate on extra subtle functions that proceed to rework IT operations.
Download the full report or attend this webinar to learn the way agentic AI will rework enterprise IT work on your group, and make contact with BMC as we speak.
