The introduction of artificial intelligence (AI) and its effects on the IT sector, particularly IT support, are topics of hot debate and discussion. This article looks at AI's potential dangers and benefits in IT, while determining its possible effects on IT Support as a function and a profession. This article will explore the definition of AI, the history of AI and IT support and the potential risks, benefits and implications of the two in tandem.
Introduction
AI is defined as “a branch of computer science dealing with the simulation of intelligent behaviour in computers” (Merriam-Webster Inc). It encompasses many disciplines, such as robotics, data science and machine learning, where machines are programmed and trained to "act" or think like a human.
Meanwhile, IT support involves maintaining, troubleshooting, and assessing an organisation's computers, devices and networks, covering software and hardware repair, network security and user training.
Overview of AI and IT Support
AI as a concept is far from new and has been defined as a branch of computer science dealing with the simulation of intelligent behaviour in computers since the 1950s. The field has advanced and developed significantly since then and is now being used by companies and organisations all over the globe to create physical and virtual robots to simplify and improve efficiency. AI applications can range from artificial assistants such as virtual assistants to more complex tasks such as optimising algorithms for predicting future outcomes.
The history of IT support dates back to the invention of the computer. IT engineers have provided the framework and development of applications, networks and peripheral devices for computers. Today, IT support is essential for business continuity, assisting in the diagnosis and repair of problems with user and network computing systems. The automation and standardisation of IT support has enabled companies to increase operational efficiency and lower maintenance costs.
In present times, AI technology has been incorporated into IT support. AI automation has reduced the manual labour associated with IT tasks, allowing IT professionals to focus on higher-level activities such as monitoring, troubleshooting, and improving services. AI-based applications automate security, patching, updating and troubleshooting. AI-driven bots and chatbots provide 24-hour customer service. Furthermore, AI-based automation allows for the analysis of data to prevent issues before they occur.
Potential Risks of AI in IT Support
The introduction of AI has raised concerns about its impact on the economy and workplace, particularly within the IT field. The major risks associated with the utilisation of AI in IT support involve replacing human labour, introducing security risks, and creating inequalities.
Firstly, the introduction of AI has caused fear of unemployment in the IT sector. The automation of IT support tasks through the implementation of AI technology has reduced the need for manual labour. In other words, AI automates both complex and routine tasks that have typically been done by people. This has already led to job losses in the IT support field as companies begin to require fewer employees. In fact, software automation has been at the heart of IT personnel reduction for years, even before AI.
Secondly, the introduction of AI-driven technology has also posed security risks. AI-enabled applications and hardware systems can be vulnerable to cyber-attacks due to the unprecedented access AI-driven systems provide. In addition, AI-driven systems can detect potential security breaches, but cannot prevent them or respond to them. Furthermore, AI-driven systems can be easy targets for hackers, which can cause significant financial losses in addition to the loss of data and confidential information.
Thirdly, AI-enabled technology also creates economic and social disparities. AI-driven technologies can limit access to technology and data for those in low-income countries, as well as contribute to an increased digital divide by introducing technological disparities between the wealthy and the poor. Furthermore, AI-driven systems can perpetuate existing inequalities and cause unfair outcomes in the IT support field.
Benefits of AI in IT Support
Despite the risks posed by the introduction of AI in IT support, the technology brings many benefits as well. AI-driven automation provides IT support with increased efficiency, availability of resources and security.
To start with, AI-enabled technology and automation streamline IT support tasks freeing up time for innovation. Automation can increase operational efficiency, as IT support can be provided faster and more accurately than with manual labor. In addition, AI-based automation monitors and troubleshoots computer systems on an ongoing basis, eliminating human errors and reducing maintenance costs.
Also, AI-enabled technology increases the availability of resources and makes them more easily accessible. AI-driven systems can access data that would be difficult or impossible for IT personnel alone. Furthermore, AI-driven systems can quickly identify and respond to user requests. This allows IT professionals to focus on more important tasks, such as the protection and maintenance of computing systems, rather than mundane tasks.
Finally, AI-enabled technology increases security. AI-driven systems can identify potential security threats and take necessary steps to protect the system. In addition, AI-driven systems can detect and respond to threats more quickly than humans, providing IT professionals with more time to formulate security strategies.
Conclusion
The introduction of AI in IT support has led much debate as to both the risks and benefits for IT professionals and their organisations. From a risk perspective, AI-based automation can replace human labour, provide access to hackers, and create economic and social disparities. On the other hand, the benefits include automation and efficiency, greater availability of resources and increased security. To ensure that the rewards of AI-driven technology outweigh the risks, IT professionals must remain aware of the potential dangers and take steps to mitigate them.
In conclusion, AI-driven automation can and will boost efficiency and allow IT professionals to focus on more important activities. However, it also brings with it many risks, including security, unemployment, and digital inequality. A balance must be sought. Implementation should be slow, deliberate and considered. While mistakes may be made, much will likely be gained, including new AI-related jobs up and down the supply chain, from the think tanks of innovators and developers to the commercial teams involved in the sales and implementation, not to mention the impact AI products will have on the end users themselves.
In truth, we are at the beginning of the mainstream AI rollout, and the journey will undoubtedly bring significant change. It is certainly possible to enjoy the best from AI and avoid the worst provided, ironically, that people can be trusted to make the right choices.
References
Merriam-Webster Inc. Artificial intelligence.
TechTarget. What is IT support?
Vance, J. The Benefits and Risks of Artificial Intelligence.
Available at: https://www.providertech.com/data-security/the-benefits-and-risks-of-artificial-intelligence