AI features have become standard components of enterprise software solutions, according to Matt Hastings, SVP of product management at NinjaOne. IT teams now focus on assessing how these tools impact security, governance, workflows, and budgets. This shift means they are posing more challenging questions than in previous years.
Conversations within the Spiceworks Community have evolved to emphasize practicality. Members increasingly seek to understand AI’s actual functions, the problems it resolves, and whether its additional costs or complexities are justified. Hastings noted, “The most common questions aren’t really about what the AI can do, they’re about whether the team actually understands what it’s doing.” IT administrators are particularly interested in whether they can trust results that are not fully explained.
Rather than inquiring about new capabilities, IT leaders want details on how these features integrate with existing systems, the controls available, and the necessary human oversight. Many IT professionals regularly use AI but remain cautious about outputs that lack transparency and verification.
Hastings commented on the AI marketing landscape, stating, “The industry often overhypes AI capabilities.” He emphasized that AI typically improves existing processes instead of introducing entirely new technologies. If an AI tool complicates workflows or raises costs without enhancing productivity, organizations are likely to be skeptical of its value.
Additionally, Hastings advised that organizations should treat AI as an accelerator of human expertise rather than a replacement. He remarked, “AI can help teams work more efficiently, but human judgment remains essential.” Many IT professionals in the Spiceworks Community use AI to enhance tasks such as summarizing documentation, assisting with scripting, and brainstorming ideas, focusing on how AI can speed up their work without compromising decision-making.
Hastings underscored the importance of transparency and governance for AI adoption. “Confidence comes from understanding the technology and questioning it,” he stated. IT teams seek clarity on how AI functions, its integration into their workflows, and the data it utilizes. Establishing clear communication regarding these aspects fosters trust and illustrates real operational value.
Ultimately, vendors who build trust will be those that set realistic expectations, demonstrate measurable outcomes, and affirm that AI improves operations without introducing new uncertainties.
