Gartner：生成式人工智能对基础设施和运营的影响显著增加

At the recent 2024 Greater China Executive Exchange Conference, Gartner released its latest research on infrastructure and operations (I&O). Since ChatGPT was launched in November 2022, generative artificial intelligence (GenAI) has triggered a global technological revolution, with more than 50% of companies beginning to test or apply GenAI technology on a large scale . GenAI has not only changed the traditional operating model, but also brought new challenges and opportunities.

GenAI is a "Copernican revolution" for I&O teams. It changes the traditional operating model and opens a new era of cooperation between humans and AI. In this new model, machines will follow human instructions, rather than humans adapting to the language and operation methods of machines. Based on AI assistants and large language models, enterprises can achieve the goal of intelligent and excellent operations.

Ling Zhou, senior research director at Gartner , said: "Under the new operating model, GenAI technology will completely change the way we interact with machines, enabling enterprises to manage and operate their infrastructure more efficiently, thereby improving overall business performance. Enterprises need to rethink the way their IT infrastructure is built and managed to ensure that it has sufficient elasticity and adaptability to support the widespread application of GenAI."

近期调研显示，测试和大规模使用GenAI的企业数量显著增长，特别是在IT部门、客户服务、营销、人力资源和法务等领域。IT部门受影响尤为显著，尤其是在软件工程和安全性方面。许多企业已经在使用GitHub Copilot等工具，以及华为推出的Pangu、百度的文心一言和阿里的通义千问，来增强其开发和运维能力。

周玲 补充道：“企业在引入GenAI技术时，应重点关注其在基础设施管理中的应用。例如，自动化运维和智能故障检测可以显著减少系统停机时间和运营成本。此外，AI驱动的预测分析能够帮助企业更好地预见和应对潜在的系统故障，确保业务连续性。”

The application of GenAI technology shows great potential in different business scenarios. For example, in customer service, AI assistants can respond to customer inquiries more quickly through natural language processing technology and improve customer satisfaction. In marketing, GenAI can help companies analyze market trends and optimize advertising strategies. In the field of human resources, GenAI can improve talent matching efficiency by simplifying the recruitment process.

Although GenAI brings many benefits, it is also accompanied by challenges such as legal compliance risks, data leakage and model hallucination. Ensuring data security and management is a major challenge faced by companies using GenAI technology. Companies need to implement strict data governance measures and strengthen monitoring and auditing of AI operations. The development of GenAI technology has also triggered discussions about intellectual property and data privacy, and companies must ensure that they comply with relevant regulations when using AI technology.

Zhou Ling pointed out: "We must realize that data is not only an asset, but also a potential risk point. In the application process of GenAI, enterprises should take forward-looking security measures to guard against possible security threats. Especially when processing sensitive data, enterprises need to ensure that their AI systems have strong data encryption and privacy protection capabilities."

To fully tap the potential of GenAI, companies need to develop a comprehensive strategy, including risk management, data security, employee training and skills improvement. Companies should build a long-term and feasible development roadmap, develop an enterprise-level GenAI strategy, and support sustainable development by building a green development framework. This includes not only technological improvements, but also the reshaping of business processes and the improvement of employee skills.

周玲 表示：“企业应当将AI信任、风险和安全管理作为核心任务，同时通过选择最佳的供应商和工具，提升投资回报率。这将帮助企业在这场技术革命中保持竞争力，实现智能运维的目标。我们看到，一些早期采用者已经在这方面取得了显著成效，他们通过智能运维和预测性维护，不仅提升了运营效率，还显著降低了运营成本。这为其他企业树立了一个良好的榜样。”