Lukas Reeves
INSIGHTS 24 March 2021 | 3 min read

The human race to implement AIOps

The surge in tickets in 2020

70% of tech executives reported an increase in ticket and call volume in 2020 according to an IBM survey.

In the year of COVID-19, remote working or working from home (WFH) leapt forward years in our workplace cultures and planning. ITOps teams and helpdesks everywhere have been under constant pressure to support the trend and ensure that businesses are able to deliver for their newly ‘remote’ workforces.


The sheer acceleration of the cultural shift, and the uptake of WFH has created challenges for helpdesks everywhere ranging from connectivity to the host of applications that enable workers everywhere.

In 2021 AIOps is the technology solution, but there’s a very human race to implement it.

The rise of AIOps

AIOps stepped into the breach in 2020. An unlikely hero in the drive to keep Britain working. Utilised to address the burgeoning workload of IT departments, driven by necessity, AIOps has become central to the digital transformation of businesses everywhere.

The year of the pandemic has taught us that AIOps is the catalyst to productivity not just for the Helpdesk but for the entire workforce.

AIOps has moved from a grudgingly approved in-cost, to a highly sort after source of improved delivery. AIOps is the enabler of the cultural nirvana of successfully working remotely, a benefit that corporations everywhere are keen to offer their workers in 2021 and beyond.  

Reducing risk and improving productivity, leads to profitability

To enable the remote workforce of the future, ITOps must be effortless. CIOs everywhere have immediately sourced and sampled a range of excellent technologies that use AI to drive the speed and efficiency of ticket resolution.

To successfully effect a digital transformation, the underlying infrastructure of technologies for IT departments everywhere need to be agile, scalable and beyond fast, the goal is for them to be live and resolving tickets in real-time.

For ITOps in 2021, data is at the very heart of the challenge, building operational data intelligence at speed is the question for all CIOs and AI is along with ML is very often the answer.

While the goal for the AI driven helpdesk of the future is to become fully autonomous, the evolution from rule-based systems to eventually predictive and then cognitive analytics continues apace.

The surge to deploy AIOps

As with all tech innovations and the deployment of new technology products, there is an immediate human challenge to implementing AIOps. With a raft of start-ups quickly bringing new products to market, the place where (often) start-up culture meets the world of corporate control and compliance is fraught with risk.

As a result, IT leaders often exercise a great amount of caution in the delivery of AIOps to support their Helpdesk operations. And, the requirement for (even) pre-bought / plug in AIOps solutions to be quickly if not instantly successful is paramount.

Without it the businesses audience of both IT people and executives soon lose patience and trust with the entire process. That’s not really news in the world of AIOps, it has however been magnified and accelerated in the COVID-19 and now post-COVID landscape.

Assembling the right team to implement your AIOps strategy

Within the context of each specific business environment, implementing AIOps may require a collaboration of DevOps experts and IT engineers working in unison to deliver operational products.

It’s at this stage, like all tech solutions becomes simultaneously simpler and harder and of course encounters challenges on a human level.

As always, it’s the right blend of experts that will ensure the success of an AIOps strategy.

Many CIOs choose to implement products from software providers, in any of these cases the challenge then immediately becomes a union of process and practice.

The ability to collaborate between DevOps and IT departments, to work in an agile manner at speed, will ultimately drive the operational success of AIOps.

The right blend of personnel and methodology will drive better development cycles that deliver better products and outcomes.