Microsoft Embraces AI to Transform Core IT
Microsoft is undergoing a significant transformation, integrating artificial intelligence (AI) into the core of its IT infrastructure. Microsoft Digital, the company’s internal IT organization, is at the forefront of this change, using generative AI to reshape its services. “We’ve crossed an important threshold with AI,” says Mark Sherwood, vice president of Infrastructure and Engineering Services in Microsoft Digital. “We’re now using it to transform all our core IT services, to make everything we do more efficient, and secure.”
Sherwood’s team manages a massive IT estate that supports the entire global Microsoft business. This includes hundreds of thousands of PCs and laptops, along with conference rooms, building IoT sensors, and a wide array of personal devices. All of these are interconnected, relying on a robust network and security framework to provide employees with seamless access to crucial tools and services.
“This is a fascinating time to be working in IT,” Sherwood notes. “We’re using AI across all of our services, and now we get to take that investment to the next level. Now it’s all about seeing what we can do with it.”
Aligning IT Infrastructure Innovation
The integration of AI into core IT infrastructure is just one part of Microsoft Digital’s broader vision for AI’s impact across the organization. “The potential for transformation through AI is nearly limitless,” says Natalie D’Hers, corporate vice president of Microsoft Digital. “We’re evaluating every service in our portfolio to consider how AI can improve outcomes, lower costs, and create a sustained competitive advantage for Microsoft and for our customers.”
A key focus is enhancing the employee experience. AI will play a crucial role in how Microsoft employees interact with customers, the organization, and each other.
Transforming and Securing Network and Infrastructure
AI’s potential is vast across Microsoft Digital, but the benefits are particularly evident in IT infrastructure. The company’s efforts are concentrated on: device management, network infrastructure, tenant management, security, and the IT support experience.
Security
Robust security controls and governance form the foundation for AI integration. Securing the network and endpoints is paramount. Zero Trust Networking provides essential protection against threats. AI will further enhance security and compliance in both cloud and on-premises environments. AI-based network assignment for devices will streamline network classification and offer more robust, risk-based isolation. Automating access controls for both wired and wireless networks enhances security effectiveness. Processes infused with AI for analyzing device vulnerabilities and diagnosing network incidents are critical, especially as Microsoft shifts toward the internet as the primary network transport.
Intelligent Infrastructure
Software-defined networking and infrastructure code are already transforming how Microsoft approaches networking, but AI is amplifying the benefits substantially. AI enables data-driven intelligence within the network infrastructure and engineering operations.
AI-driven processes are being implemented to eliminate configuration drift, comply with security policies, reduce operator errors, and respond efficiently to changing business needs. The company is also implementing AI-driven automation to simplify resource management and deployment, capitalizing on the flexibility of software-defined networking and infrastructure as code. AI will assist with various aspects of the network lifecycle, from code design and configuration to deployment and change management.
Near real-time streaming telemetry from network devices provides the foundation to guide operations and continuous enhancements. Self-healing network capabilities are improving with AI, creating a more reliable, resilient, and elastic network environment and reducing human intervention and potential for errors.
One ongoing project involves creating an AI-based assistant app that analyzes the current network infrastructure catalog. This tool enhances the capabilities of engineering teams by supplementing their expertise and streamlining incident mitigation.
Device Management
With over a million interconnected devices, AI will significantly benefit Microsoft’s device management. The focus is on user and administrator workflows. Intelligent device recommendations ensure employees have the right tools for their jobs. Centralized device lifecycle management powered by AI streamlines procurement, tracking, and responsible device recycling. Also, AI-powered predictive maintenance and intelligent troubleshooting are designed to reduce device-related problems.
AI-enabled device maintenance schedules will automate the management process and reduce the load on the IT help desk by proactively resolving device issues before they become user problems. Furthermore, AI is employed to generate device insights by analyzing a vast array of signals, including device configurations, network traffic, vulnerabilities, and user behavior. AI-automated IoT device registration creates more efficient IoT device management, tracking, and enhanced security for the company’s 100,000+ IoT devices.
Tenant Management
Microsoft’s cloud tenants in Azure, Microsoft 365, Dynamics 365, and Power Platform are among the largest and most complex implementations of these platforms. AI is being leveraged to improve management capabilities. Managed assets can lead to unnecessary costs. An AI-powered compliance assistant will inform tenant users and owners, suggest assets for deletion, and proactively identify risk areas. AI is simplifying and streamlining license management processes.
IT Support
Generative AI is set to transform how Microsoft employees interact with support services. AI-powered self-help solutions using Microsoft Azure OpenAI will provide contextual and human-like support in an employee’s local language. Chat and incident summarization tools utilize AI to provide helpful summaries and context. Also, support ticketing systems have AI capabilities for forecasting support requirements and checking the health of devices.
Transforming IT Infrastructure as Customer Zero
As Customer Zero, Microsoft pilots and deploys new products and features in its IT infrastructure before their external release. This provides a unique perspective on how AI can improve operations and accelerate insights.
Looking Forward
AI has become indispensable for corporate IT infrastructure. Microsoft is committed to innovating with AI to streamline IT operations. “We will continue to infuse AI into every dimension of our enterprise portfolio,” Sherwood asserts. “We’ll continue to identify new opportunities for building AI-powered applications and services that improve how we deliver IT services to the company.”
By showcasing its progress with AI, Microsoft aims to transform its internal approach to AI and inspire a similar transformation across the IT sector.
