SPONSORED BY: PRODUCED BY: :: IT Managment LAYING THE GROUNDWORK FOR AI While plenty of applications have surfaced for the use of artificial intelligence in learning and teaching, AI is reshaping how IT works, too. As the maturity of artificial intelligence advances, so does its use on campus. The 2019 Educause Horizon Report identified AI as one of six technologies worth consideration as a driver “of innovation and change” in colleges and universities. The use of AI for accomplishing tasks and activities historically handled by humans has big appeal to the newest generation of students — people who prefer to talk with their phones to get directions, rely on algorithms for recommendations and choose self-ser- vice (including self-driving cars) over human interaction. By one estimate, AI in the K-20 market is growing annually by 48 percent. According to market researcher Technavio, AI use in education has picked up in three areas: • Student support outside of the classroom, particularly for coaching and tutoring • Automation of routine administrative tasks, such as grading papers and tests • Immersing students into learning in new ways by anticipating how they might re- spond and what should come next While AI is becoming a go-to choice for addressing these academic areas, IT organi- zations on campus are also finding new uses, especially in the area of tech support. According to Loren de la Cruz, senior product marketing manager for Cherwell, while AI capabilities are still in their infancy, the ability already exists for a program to use historical data to automatically resolve issues. “What we’re moving toward is a digital transformation where mundane tasks that were normally done by individuals sitting at a desk are automatically happening through the capabilities of AI.” —Loren de la Cruz, senior product marketing manager, Cherwell
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SPONSORED BY:PRODUCED BY:
:: IT Managment
LAYING THE GROUNDWORK FOR AIWhile plenty of applications have surfaced for the use of artificial intelligence in learning and teaching, AI is reshaping how IT works, too.
As the maturity of artificial intelligence advances, so does its use on
campus. The 2019 Educause Horizon Report identified AI as one of six technologies
worth consideration as a driver “of innovation and change” in colleges and universities.
The use of AI for accomplishing tasks and activities historically handled by humans has
big appeal to the newest generation of students — people who prefer to talk with their
phones to get directions, rely on algorithms for recommendations and choose self-ser-
vice (including self-driving cars) over human interaction.
By one estimate, AI in the K-20 market is growing annually by 48 percent. According
to market researcher Technavio, AI use in education has picked up in three areas:
• Student support outside of the classroom, particularly for coaching and tutoring
• Automation of routine administrative tasks, such as grading papers and tests
• Immersing students into learning in new ways by anticipating how they might re-
spond and what should come next
While AI is becoming a go-to choice for addressing these academic areas, IT organi-
zations on campus are also finding new uses, especially in the area of tech support.
According to Loren de la Cruz, senior product marketing manager for Cherwell, while
AI capabilities are still in their infancy, the ability already exists for a program to use
historical data to automatically resolve issues.
“What we’re moving toward is a digital transformation where mundane tasks that were normally done by individuals sitting at a desk are automatically happening through the capabilities of AI.” —Loren de la Cruz, senior product marketing manager, Cherwell
OUT OF BANDWIDTH FOR INNOVATION? IT’S TIME FOR IT TO SIMPLIFYSimplification showed up on the recent 2020 Top IT Issues list from Educause. Without it, you may never have the capacity to innovate.
The latest roster of top IT issues from Educause details 10 areas where IT leaders
in higher education are putting their attention over the next year. The 2020 list of
“grand challenges,” as it’s called, includes a lot of repeats: evergreen concerns such as
information security/privacy and sustainable funding. But there are also new entrants,
including the topic of “administrative simplification.” Along with the issue of digital
By pursuing simplification in operations — both back end and front end — institutions will gain the time and resources they need to be able to direct more of their efforts towards students’ needs.
In much of higher education, the IT division has long been viewed as a giant
abyss — a sink hole into which the college or university seemingly pours funds to keep
up with the newest technological fads: collaboration classrooms outfitted with large
flat displays and microphone systems; sports arenas packed with gaming stations;
virtual reality labs stuffed with rolling chairs and wonky headsets.
RUNNING IT AS THE ENABLEMENT ENGINE ON CAMPUSThe right service management solution goes far beyond basic support desk activities to help you meet changing and growing demands across the institution, with fewer headaches and lower costs.
IT must create a vision so compelling that people will understand exactly what future results could be, versus what they are.
As an IT leader, how do you even
begin to reverse that perception of
superficiality? By turning your organiza-
tion into an enablement engine, adept
at maximizing operational efficiency,
improving user experience and being seen as ready and willing
to embrace meaningful adventures in tech. A service manage-
ment mentality lies at the heart of that answer.
Let’s review the fundamental challenges that sit between IT
being marked as a roadblock to innovation and being an enabler:
• Nearly half of all institutions are making business model chang-
es to adapt to student, faculty and staff demands and competi-
tive pressures (expanding curriculums, opening new campuses,
implementing online programs, and so on) — requiring digital
transformation to improve the campus experience.
• The job of delivering effective IT services is getting harder
due to the fragmentation of multiple stakeholder groups and
departments.
• The IT department has to keep up with cutting-edge learning
About CherwellCherwell Service Management is a cloud-based service management platform that helps higher educa-tion IT teams — and other units — implement, automate and upgrade service and support processes.