HPE’s networking chief says automated AI systems could resolve routine IT issues without human help in roughly 24 months, reshaping support work.
An HPE networking executive says AI could handle most IT trouble tickets within about two years, with humans stepping in mainly for complex cases. That shift could reduce queues, speed fixes, and push IT teams toward AI oversight rather than routine triage. Real-world adoption will depend on data quality, security, and how much trust organizations place in automated systems. Expect pilots to target common issues first and expand as AI proves reliable.
The head of networking at Hewlett Packard Enterprise envisions a future where AI handles the bulk of IT trouble tickets in roughly two years. In this scenario, routine issues like password resets, access problems, and standard network checks would be managed by AI agents and automated processes, with human staff stepping in only for the trickier or riskier problems.
Why this matters is straightforward: downtime costs money, and many organizations pay handsomely to keep systems running smoothly. If AI can consistently interpret tickets, pull relevant diagnostics, and apply fixes, it could shorten response times and reduce the workload on human technicians. HPE’s forecast reflects a broader industry push to embed AI deeper into network operations, security, and infrastructure management.
Still, there are important caveats. A two-year horizon is ambitious, and actual deployment hinges on data quality, security safeguards, interoperability across platforms, and whether IT teams are ready to trust automated systems with critical tasks. Experts say AI can assist with triage and recommended actions, but human oversight remains essential for decisions that affect business continuity.
HPE frames AI as the frontline in enterprise IT support. If AI can reliably parse tickets, fetch the right diagnostics, and execute routine remediation, many traditional support roles could shift toward supervision and governance of AI systems. That shift would influence hiring, training, and budgeting for IT operations across large organizations.
Imagine a help desk where AI agents automatically receive tickets, gather context from monitoring tools, and suggest or even apply fixes without a human typing commands. When a ticket falls outside the norm, a human engineer would take over. Security considerations would guide what AI can safely automate, with sensitive tasks escalated to experienced staff.
For workers, the change could mean moving away from routine ticket handling toward more complex problem solving, network design, and oversight of AI tools. Training would emphasize AI governance and incident orchestration, not just traditional triage. On the cost side, expect increased investment in AI platforms, data access, and integration work across monitoring, ticketing, and service desks.
If you manage IT operations, you can start preparing for AI-assisted workflows:
Two years is the forecast, but experts disagree on whether humans will disappear from IT support entirely. Oversight and governance will likely remain necessary.
Routine, well-defined issues such as password resets, access provisioning, and basic configuration checks are among the early targets.
You're reading the quick version.
Bloomberg reports Apple plans a fresh design for the entry-level MacBook Pro in early 2027, with an M7 chip and a new chassis alongside higher-end models.
Amazon Web Services plans a 36-building, 1,100-acre campus in Indiana County, Pennsylvania, powered by a new 4.5 GW natural gas facility and creating up to 2,000 jobs.
A 14-inch business laptop that’s light as a feather but packs a lot of punch for productivity and light editing.
The Daily Brief
Every morning, the news that matters from AI, phones, apps and the people shaping tech. Explained in plain English. Free.
One email a day. No spam, unsubscribe anytime. Privacy policy
