{"id":1095,"date":"2023-10-18T11:47:04","date_gmt":"2023-10-18T15:47:04","guid":{"rendered":"http:\/\/192.168.1.41\/?p=1095"},"modified":"2024-04-04T13:09:58","modified_gmt":"2024-04-04T17:09:58","slug":"using-ai-for-intelligent-it-support","status":"publish","type":"post","link":"http:\/\/192.168.1.41\/episode\/using-ai-for-intelligent-it-support\/","title":{"rendered":"Using AI for Intelligent IT Support"},"content":{"rendered":"\n<p>Intelligent IT means integrating AI into IT support, so that it can shift from reactive to proactive approaches. This allows for faster ticket resolution, identification of root causes, and overall improvement in software and hardware performance. Can Digital Employee Experience (DEX) platforms assist IT teams in solving problems faster with Generative AI? Intelligence Support (a feature in the Lakeside SysTrack platform) integrates the OpenAI large language model to walk end users through issues to a resolution. This is proactive, intelligent IT &#8211; and it&#8217;s the future of the IT support desk. <\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Using AI for Intelligent IT Support\" width=\"1080\" height=\"608\" src=\"https:\/\/www.youtube.com\/embed\/1PHM4TH-mjI?feature=oembed\"  allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>In this episode, Scott Moore interviews Lakeside Software Senior Director of Product Management Matthew McGuire on how Generative AI will bring many benefits to the IT support desk and increase the speed to remediation for companies who take advantage of it \u2014 ultimately boosting the Digital Employee Experience.<\/p>\n\n\n\n<p>Using generative AI and machine learning can improve support desk efficiency and shift from a reactive to proactive approach, ultimately enhancing productivity and user experience. It&#8217;s about Intelligent IT.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Key Insights For Intelligent IT<\/h2>\n\n\n\n<p>\ud83d\udd04 The shift from reactive to proactive IT support is crucial, as it allows for faster issue resolution and prevents unnecessary ticket escalation.<br>\ud83d\udcca AI&#8217;s ability to learn from and analyze large amounts of data is a key differentiator and source of value in integrating it into IT support systems.<br>\ud83d\udcbb Machine learning algorithms can quickly crunch numbers and analyze data in ways that humans cannot feasibly do, providing valuable insights and solutions.<br>\ud83e\udd14 AI-powered IT support can help detect and address issues that users may not even be aware of, improving overall system performance and user experience.<br>\ud83d\ude80 By using generative AI and data from the platform, junior IT support members can resolve issues faster and learn from more complex use cases, leading to happier users and more skilled L3 engineers.<br>\ud83e\uddd0 AI models are strong and give good responses, but they still require human verification and critical thinking to ensure accuracy.<br>\ud83d\ude80 Adding machine learning to existing power can significantly accelerate progress and improve user experience in various fields.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Sponsors<\/h2>\n\n\n\n<p>\ud83d\udc99 Tricentis \u25ba <a href=\"https:\/\/www.tricentis.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/www.tricentis.com\/<\/a>. Make sure to visit them and tell them \u201cThank You\u201d for making this show possible.<\/p>\n\n\n\n<p>Want to support PERFTOUR? Buy Me A Coffee! <a href=\"https:\/\/bit.ly\/3NadcPK\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/3NadcPK<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">Connect with me<\/h2>\n\n\n\n<p>TWITTER \u25ba <a href=\"https:\/\/bit.ly\/3HmWF8d\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/3HmWF8d<\/a><br>LINKEDIN COMPANY \u25ba <a href=\"https:\/\/bit.ly\/3kICS9g\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/3kICS9g<\/a><br>LINKEDIN PROFILE \u25ba <a href=\"https:\/\/bit.ly\/30Eshp7\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/30Eshp7<\/a><\/p>\n\n\n\n<p>\ud83d\udd17 Links:<\/p>\n\n\n\n<ul>\n<li>Scott Moore Consulting: <a href=\"https:\/\/scottmoore.consulting\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/scottmoore.consulting<\/a><\/li>\n\n\n\n<li>Perftour Website: <a href=\"https:\/\/theperformancetour.com\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/theperformancetour.com<\/a><\/li>\n\n\n\n<li>SMC Journal: <a href=\"https:\/\/smcjournal.com\">https:\/\/smcjournal.com<\/a><\/li>\n\n\n\n<li>DevOps Driving: <a href=\"https:\/\/devopsdriving.com\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/devopsdriving.com<\/a><\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Using generative AI and machine learning can improve support desk efficiency and shift from a reactive to proactive approach, ultimately enhancing productivity and user experience. It&#8217;s about Intelligent IT<\/p>\n","protected":false},"author":1,"featured_media":1192,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","cybocfi_hide_featured_image":"yes","footnotes":""},"categories":[17],"tags":[106,45,44],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Using AI for Intelligent IT Support - Performance Tour - Software Engineering Site Reliability and Observability<\/title>\n<meta name=\"description\" content=\"Using generative AI and machine learning can improve support desk efficiency and shift from a reactive to proactive approach, ultimately enhancing productivity and user experience. 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