Covering Disruptive Technology Powering Business in The Digital Age

ManageEngine, the IT management division of Zoho Corp, has gathered a list of six significant trends in the IT management industry in 2020.

Rajesh Ganesan, vice president at ManageEngine said “Thanks to the emergence of new technologies and the continued evolution of established ones, the way people work will change in 2020. IT departments will see privacy, security and cost management strategies, along with artificial intelligence (AI) and machine learning (ML), play pivotal roles.”

1. Enterprises will realise the importance of securing their AI systems

The need to secure the AI systems will be recognised, as more organisations implement AI in their business functions.

• Enterprises will see value in investing in explainable AI technologies, involving the AI system giving the reasons for its actions and decisions so IT teams can review and correct the AI system in real-time.
• AI training data and ML models will need to be protected by techniques like homomorphic encryption, which performs complex mathematical operations on encrypted information without decrypting it first.
• Organisations will need to protect their AI models against concept drift, as it can make an AI model irrelevant and cause the system to lose control.

2. 2020 will witness the rise of hyper-automation

As companies begin investing in intelligence-driven by AI and ML, Hyper automation will take tech growth in India a bit higher in 2020, along with autonomous engineering powered by robotic and cognitive process automation. Hyper automation will mainly be used to make dynamic, complex business processes, such as insurance claims, loan processing, and warehouse dispatch, faster and more precise without driving up costs.

3. Employees to shoulder responsibility for adherence to privacy laws

As vital stakeholders in business operations, employees will have to bear some of the responsibility of following the law. There are new privacy concerns that organisations are likely to take solid steps to educate and train their employees.

4. Businesses will turn to personalisation to deliver tailored customer experiences

Organisations will use their broad data sets to create clear, complete pictures of their customers and thereby deliver tailored customer experiences. For each customer’s unique needs, personalisation will help companies to respond, so that for each interaction the right product, service or support is offered, and the right people in the company are involved.

5. Endpoint protection will be a top priority

Endpoints have become critical targets and even more vulnerable to external attacks, with the number and type of endpoint devices ever-increasing and devices becoming ‘smarter’. Mobile applications may be the source of the next enterprise security breach, especially as the intrusion of non-traditional workers and their remote devices continues. Data loss prevention (DLP) and endpoint detection and response (EDR) are protection techniques that organisations will have to better manage them and pay closer attention to, since the security threats hovers around endpoints.

6. Companies rein in cloud spending

This year, companies will work to optimise their costs. While the cloud, especially SaaS, has enabled the democratisation of technology across all business functions, it has also resulted in organisations spending more than needed. However, solutions to give business leaders better control and visibility are emerging.

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