2025年IT团队利用人工智能的四大战略转型

Are you ready for the AI revolution in 2025?As enterprises mature their AI stance, hype hasgiven way to experimentation, and nowexperimentation is shifting toward practicalimplementation and strategic deployment at scale. In 2025, the question is no longer, “Should I useAI?” but rather, “How should I use AI?” Intro Surveys report that this means more pressure for IT leaders to deliverAI ROI — and fast. • Nearly 9 out of 10 (86%) IT executives believe that generative AI willhave a major impact on their companies.Source: "Slack - New trends in AI use at work" • A significant majority ofIT professionals (59%) report that theircompanies have accelerated AI investments in the past 24 months. This shift is pushing IT leaders toward new approaches to resourcemanagement, process optimization, and new ways of leveraging AI todrive innovation and business growth. Perhaps you’re looking to: • Benchmark your IT team’s performance against industry leaders• Stay ahead with the latest AI tools and technology• Reclaim IT team time with better AI employee self-service• Architect your stack to better leverage AI capabilities• Understand how agentic AI enables you to build automations—faster than ever If so, you’ve come to the right place. We explore all these topics andmore in the following four big shifts: Shift 1: Enable AI Performance Benchmarking In 2025, you should utilize AI to meticulously measure and benchmarkyour IT team's performance. At Moveworks, we’ve done the work ofanalyzing data from over 200 enterprises, so that you can understandthe impactful differences between AI leaders and laggards, helpingyou recognize AI's potential in setting performance standards anddriving continuous improvement across your IT operations. Shift 2: Prioritize Centralization and Simplification Integrating all your business systems into a centralized AI platformallows your IT team to manage and oversee resources moreeffectively, leading to better allocation and utilization. While someapplications and use cases will still require custom tools andintegrations, working toward centralization enables you to more easilymonitor, manage, and maintain systems from a single point, ensuringconsistency and reliability across your organization. Shift 3: Use Enterprise Search to Reduce IT Workloads Finding information efficiently can significantly reduce your ITworkloads. Implementing enterprise search solutions is imperativefor retrieving relevant data quickly, enabling user self-service, ensuringyour information is updated and easily discoverable,and contextualizing your business information across applications. Shift 4: Build and Use Agentic AI to Accelerate Transformation To stay ahead, consider using AI agents to automate tasks, streamlineworkflows, and improve user service — or risk falling behindcompetitors. It's important to not only use but also build sophisticatedAI agents that can autonomously manage complex tasks andaccelerate transformation, ensuring faster adaptation to marketchanges, enhancing operational efficiency, and driving innovationat scale. This guide is essential for: • Heads of Digital Workplace (Director+) • Heads of End-User Services (Director+) • Heads of Service Desk (Director+) • CIOs and their direct reports • Any IT leader eager to exploit AI’s potential See why 2025 is the year to learn how to leverage AI for optimaloutcomes throughout your organization. By diving into these fourtrends, you’ll be able to stay ahead of the curve — and learn the keystrategies to harness AI's full potential for the future. Table of contents 01Use AI to measure and benchmarkyour IT team’s performance 02Prioritize centralization and simplification 03Use enterprise search to reduce IT workloads 04Use and build AI agents toaccelerate transformation moveworks.com Use AI to measure and benchmarkyour IT team’s performance01 Providing fast, seamless support should be a toppriority for your IT help desk. By benchmarkingmetrics like mean time to resolution (MTTR)against top performers can help you gauge thespeed and efficiency of your support operation.At Moveworks, we analyzed over 200 enterprisesand found a striking performance gap betweenaverage and exceptional IT teams. The data reveals a clear imperative: to achieve eliteservice levels, IT leaders must accelerate theiruse of AI across the employee support process. AI assistants, chatbots, virtual agents — call themwhat you want — the simple fact is that machinelearning tools are enabling 24/7 self-service.IT teams that leverage these innovations to worksmarter can slash resolution times, boost CSATscores, and exceed employee expectations. How industry-leading IT teams use AIto improve employee experience Analyzing over 200 enterprises, we found a strikinggap between average and exceptional IT teams.The best-in-class organizations resolved tickets inless than half the time of industry medians. Best-in-class organizations resolved tickets inless than half