AI literacy transforms IT teams into innovation leaders

For companies looking to be more efficient, having strong AI literacy isn’t just an option, it’s necessary. AI is the key to recent technological developments, and organizations that don’t adapt will slowly but surely be replaced by their counterparts who have adapted. Luckily, effectively leveraging AI doesn’t require a university degree in AI.

Today, we’ll break down everything you need to know about AI literacy—from the fundamentals of AI, machine learning, and data analysis to using AI platforms effectively and navigating ethical considerations. We’ll also explore how AI tools are helping IT teams integrate AI into their workflows, even teams that have limited AI literacy.

Further more we created for you an AI literacy checklist, that you can download at the bottom of the article.

What is AI literacy?

AI literacy is a term that refers to how well someone understands AI technologies and how to use them effectively. If someone is “AI literate”, this just means that they have a good grasp of how AI works and how to use it. 

When evaluating how AI literate someone is, there are many different “pieces” of the AI puzzle that you’ll need to analyze. Just a few of these include understanding what natural language processing (NLP) is and how to use it, as well as large language models (LLM), and machine learning (ML).

When it comes to IT, these are the main tools that are driving the AI digital transformation. AI literacy is important because even the most powerful AI technologies are useless if no one knows how to set them up efficiently. Improving AI literacy allows organizations to utilize AI to its best ability, helping boost efficiency and productivity within the organization’s operations.

Considering the increasing complexities of data protection, the distinctions and similarities between IT security and cyber security cannot be overlooked. Both fields, while having unique focus areas, converge on the critical task of safeguarding computer systems and networks against threats and security breaches. Furthermore, they are integrally tied to the effective use of technological developments like AI. Let’s continue our journey into AI literacy by understanding how AI tools are aiding IT teams to navigate these evolved layers of security.

The AI literacy framework

The AI literacy framework is built on three main pillars: understanding AI, evaluating AI, and using AI. Thinking of AI literacy in “sections” or “pieces” makes it easier for an organization to identify gaps in AI literacy within the organization and improve AI adoption and decision-making.

Understanding AI

The foundation of AI literacy is understanding how AI works and the different technologies that power AI tools. With so many different aspects to AI, such as how machine learning algorithms process data, how AI models are trained, and the various ways AI can be applied in IT environments, there’s a lot to understand. Without this foundational knowledge, it becomes difficult to effectively use AI tools or make informed decisions about implementing AI.

At the base of strong AI literacy is also a solid understanding of the different types of AI that exist today. For example, many people don’t understand what the major differences are between agentic AI and generative AI. If you’re not sure about how different types of AI behave, it will be much more challenging to successfully implement them in your organization.

Evaluating AI

The second aspect of AI literacy is being able to evaluate AI models and their outputs. Not all AI tools will produce reliable or unbiased results all of the time, so it’s important to know how to evaluate the output for accuracy, transparency, and ethical considerations.

When an AI system produces systematically prejudiced results, most often due to flaws in the training data or algorithm design, this is called AI bias. AI bias can often be kept at bay by auditing your training data, monitoring model outputs, and implementing fairness metrics to ensure that no groups are unfairly impacted.

But an inaccurate AI output can’t always be chalked up to AI bias. Sometimes, it may just be down to the AI model pulling information from a source that is incorrect, especially when it comes to topics that don’t have as much source information for an AI model to pull from.

This is why the ability to analyze and evaluate AI output is very important — or else you may end up leading your customers astray with false information.

Using AI

Once IT teams understand and evaluate AI, the next step is using it effectively in their organization. AI literacy isn’t just about knowing how AI works — it’s also about using AI in workflow automation to improve productivity, automation, and decision-making in your IT operations.

A great example of using AI in IT is the AI-powered helpdesk, which enhances efficiency by automating ticket resolution, summarizing remote sessions, and troubleshooting issues for end users in real-time.

Take a look at Atera’s Copilot, for example, which allows IT professionals to use the power of agentic AI to save 11-13 hours per week. It doesn’t matter how well an IT technician understands the potential power of AI if they never get down to actually using it for themselves.

Responsible and ethical AI usage

It’s crucial to handle possible privacy concerns surrounding customer data—and even more so for those who are using AI. Organizations should have strong data protection measures in place to safeguard sensitive information and maintain compliance with industry regulations. Companies agree with this sentiment but are still catching up with implementing it, as evidenced by this graph from IBM that shows that while 56% of companies endorse AI ethics when it comes to privacy and data governance, only 19% have implemented any policies. 

Transparency in AI-powered IT workflows is also a key factor in responsible AI adoption. IT professionals should make it clear anytime AI-driven decisions are affecting customers, and maintain oversight of automated processes.

Why AI literacy matters for IT teams

Most people see the importance of improving AI literacy, but others shy away from using AI due to common misconceptions, like the idea that AI is taking away human jobs or leading to unsatisfied customers. 

In reality, AI tools are able to respond to customer concerns faster, improving customer satisfaction rates. And AI is not “stealing” human jobs – in fact, McKinsey & Company reports that AI could create millions of new jobs around the world by 2030.

Why else is AI literacy important for IT teams that are looking to grow? 

Increased efficiency

AI literacy equips IT pros with the tools they need to implement AI-driven automation that can help them save hours of time every single week while creating an improved customer experience. Using an IT-focused AI tool enhances your organizational efficiency and leads to both happier customers and technicians.

Better problem-solving

AI literacy empowers IT professionals to diagnose and resolve issues more efficiently by leveraging AI-driven insights and automation through the data in their IT network. For IT professionals, there’s a lot of data to comb through that can aid in tackling issues, and even more when it comes to IT for enterprises.

Using AI to analyze this data enables IT teams to quickly identify patterns, detect anomalies, and troubleshoot problems before they escalate. This data helps IT teams solve problems in every aspect of their business — from network threats to customer satisfaction, and everywhere in between. 

Enhanced security

The risk of possible cyber threats is becoming more unavoidable by the day – but a strong foundation of AI literacy can help you have the systems in place to fix potential security gaps in your network before they’ve been exploited. 

AI tools can help IT professionals predict breaches or security-breakdowns before they happen and enable organizations to adopt a more proactive security posture.

AI literacy in action

Atera’s AI-driven IT management platform has transformed operations for Leeds United Football Club, helping them streamline their IT processes and enhance efficiency, particularly when it comes to their support. Thanks to Atera’s AI tools, Leeds United has been able to reduce their overall support ticket volume by up to 35%.

Practical steps to improve AI literacy

Because AI is such a new technology, it’s changing and developing very quickly. By maintaining high AI literacy and staying informed, IT professionals can better adapt to AI’s long-term impact on IT management.

But how can you improve your AI literacy, while you’re also trying to manage an entire IT network? We understand that juggling your day-to-day responsibilities and keeping up with IT may feel like an impossible feat at times, but don’t worry. Here are a few ways you can stay in the loop and improve your AI literacy.

Learning resources

There are many online courses and certifications that IT professionals can take to build their AI literacy. While some of these courses can be expensive, an investment in AI literacy makes a good investment when AI has the potential to save you tens of thousands of dollars (or more!).

There are also many free/affordable courses and certifications available, led by Google’s “AI Essentials” course, which costs only $49.

There are also many AI industry reports, newsletters, and learning communities available on the internet, where you can learn from others. Not to mention YouTube videos, blogs, and social media accounts that are entirely dedicated to teaching AI.

Integrating AI literacy into IT skill sets

One of the most effective ways to build AI literacy is hands-on learning. Encouraging IT professionals to experiment with AI-powered ITSM, such as AI-driven ticketing systems or automated network monitoring, can help them understand the technology in a practical setting. 

Creating a culture that revolves around constant education is also very important when it comes to AI literacy. To stay sharp on best AI practices, IT departments should aim to take AI-focused training programs, host or attend workshops and conferences, and integrate AI training into technician onboarding processes. Fostering a culture of continuous learning is key for companies that want to stay on the cutting edge of AI literacy.

For students who have yet to enter the workforce, AI literacy through education can give you the edge when you get to the stage of applying for jobs, especially those in the IT sector.

Atera and AI literacy

AI literacy equips IT technicians with the know-how to enhance efficiency, automation, and decision-making with AI. But having AI literacy is only useful when you have the right AI tools to pair it with. That’s where we come in at Atera. We’ve designed an ITSM solution powered by agentic AI, which means that it can act autonomously, acting as another IT teammate. 

With a digital workforce of AI agents, Atera enables IT teams and MSPs to proactively and autonomously manage IT operations, consolidating RMM, helpdesk, ticketing, and automation into one powerful platform.

Because we value AI literacy, we also work with IT teams to ensure they get the most out of our AI-driven solutions, with comprehensive technician onboarding through webinars, knowledge centers, and expert-led training. To further support IT professionals, we’ve created a free AI literacy checklist, available for download below, to help teams assess their AI readiness and maximize their impact. These resources give technicians the skills needed to use AI effectively, helping them automate tasks, protect infrastructure, and enhance IT service delivery.

Transform your IT operations with Atera

AI literacy is the key to unlocking the full potential of AI in IT. By improving AI skills, IT teams can better navigate the evolving AI landscape and maximize efficiency with AI-powered tools like Atera.

Our AI tools are leading the shift from simple rule-based automation to autonomous IT. IT teams can reduce repetitive tasks, resolve issues faster, ensure better service, and focus on strategy. We’re committed to following responsible AI frameworks, so you can trust that our tools will be a reliable extension for any IT team. 

Are you ready to see how Atera is changing the IT game with our suite of AI toolsy? Start your 30-day free trial today, no credit card required.