TECH BUYER Mar 2020 - IDC PlanScape - Doc # US46118519

IDC PlanScape: Artificial Intelligence to Balance Between Structured and Emergent Work

By: Shannon KalvarResearch Manager , IT Service Management and Client Virtualization

Abstract

This IDC study discusses the use of intelligence to manage the balance between structured work and emergent work. As the industry moves into the second chapter of the 3rd Platform, the balance of what enterprises considered to be work is shifting from prescribed actions to structured processes with discrete outputs to adaptive responses to emerging opportunities using a combination of learned and ad hoc techniques. This shift drives a change to the fundamental way we as leaders develop and govern activities and record information, and the business analytics required to deliver on those requirements.

"The complexity of digital interactions has exceeded human's ability to understand it in real time," said Shannon Kalvar, research manager, IDC's IT Service Management and Client Virtualization. "In the era of the 3rd Platform, this complexity means we need to rethink both what we imagine work to be and how we leverage technology to accomplish it."


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