Revolutionizing IT Operations with OpenText’s Private Generative AI

Updated: March 4, 2024 Published: March 4, 2024

In today’s fast-paced digital landscape, staying ahead of the curve is imperative for businesses to thrive. OpenText, a trusted leader in enterprise information management, is revolutionizing IT operations with its latest offering: Private Generative AI. In this blog post, we’ll explore how OpenText’s IT Operations Aviator is transforming IT service management and empowering organizations to elevate user experiences while reducing support costs.

The Power of Generative AI:
Generative AI is more than just a passing trend—it’s a game-changer in the realm of IT operations. As highlighted by Harvard Business Review, “AI won’t replace humans—but humans with AI will replace humans without AI.” This succinctly captures why AI has become a focal point in the tech industry. Generative AI has the potential to revolutionize technology and give organizations a competitive edge. Those who embrace AI will lead the way, while others risk being left behind.

Insights from I&O Leaders:
Meeting user expectations with limited resources is a common challenge faced by IT leaders. Skilled staff shortages and budget constraints further complicate matters. However, generative AI offers a solution. By providing human-like responses and automating workflows, generative AI empowers users to resolve common service requests independently. This not only reduces the burden on Tier 1 support but also lowers operational costs, making IT service management more efficient and cost-effective.

Three Approaches to GenAI in ITSM:
ITSM vendors have adopted various approaches to incorporating generative AI into their platforms. OpenText has chosen to embed a private large language model (LLM) into its ITOps platform, known as IT Operations Aviator. This decision stems from a commitment to data privacy and a recognition of the unique needs of enterprise-level ITSM. With IT Operations Aviator, organizations can leverage the power of generative AI while protecting their proprietary data and intellectual property.

IT Operations Aviator:
OpenText’s IT Operations Aviator is a private generative AI service designed to address the needs of SMAX SaaS customers. With its recent expansion, off-cloud SMAX customers can also benefit from IT Operations Aviator’s capabilities. This innovative solution can address a wide range of use cases, including answering support questions, summarizing enterprise knowledge, and automating service requests. By leveraging IT Operations Aviator, organizations can streamline support processes, enhance user experiences, and drive business success.

As businesses navigate the complexities of today’s digital landscape, embracing generative AI is no longer optional—it’s essential for staying competitive. With OpenText’s IT Operations Aviator, organizations can harness the power of private generative AI to revolutionize their IT operations, elevate user experiences, and cut support costs. The future of IT service management is here, and it’s powered by OpenText.

Read more: OpenText Blog