Automation, AI, and the Rise of ServiceOps webinar

ServiceOp’s adoption is rising so quickly because it makes sense to the people doing the work. It’s practical and makes everyone’s job easier without requiring major disruption in day-to-day realities.

BOULDER, Colo. (PRWEB) March 28, 2023

Enterprise Management Associates (EMA™), a leading IT and data management research and consulting firm, has released a new research report, “Automation, AI, and the Rise of ServiceOps” authored by Valerie O’Connell, research director covering digital service execution at EMA.

ServiceOps is a technology-enabled approach to unifying IT service and IT operations management for excellence in delivery of digital business services. Enabled by technologies such as automation and AI, vendor-neutral ServiceOps greatly shortens the time to find and fix problems, cuts waste and cost, increases IT personnel productivity and efficiency, and improves IT service quality, as well as the experience of users.

EMA’s first research into the topic was in March 2022. Titled “AI service automation: ITSM and ITOps convergence,” it empaneled 400+ global IT leaders. Whereas the 2022 research backed into the notion of ServiceOps – largely avoiding the term, instead focusing on areas of convergence between IT service and operations – the 2023 initiative tackled the functionality of ServiceOps head-on. EMA again enlisted in-depth participation of 400+ IT leaders from organizations with at least 1,000 employees in North America, EMEA, and APAC.

Some of the key findings include:

• ServiceOps is underway in 78% of organizations with 1,000 or more employees. Of those organizations, 100% report positive impacts, with 67% clocking in at “very positive” or “transformative.”
• Fifty-four percent of CxOs see ServiceOps as a runway for automation, improved user experience, increased employee productivity, and reduction in time to find and fix problems – all while boosting operational efficiency and cutting costs.
• Sixty-two percent of ITOps and IT service respondents state that ServiceOps equally benefits both teams.

ServiceOps is active in one form or another in most organizations represented. It is a natural outgrowth of initiatives already well underway in most organizations, especially:

• Cross-functional workflows
• Automation
• AI/ML for predictive/proactive and autonomous actions
• AIOps
• End-end visibility
• Use of a platform for unified actions

“ServiceOp’s adoption is rising so quickly because it makes sense to the people doing the work. It’s practical and makes everyone’s job easier without requiring major disruption in day-to-day realities. It maximizes the value and impact of both technical capabilities and human talent, cutting waste and cost as it goes. There really is no downside,” said O’Connell.

A detailed analysis of the research findings is available in the report, “Automation, AI, and the Rise of ServiceOps.”

EMA will reveal highlights from the report during the free April 4th webinar, “Automation, AI, and the Rise of ServiceOps.”

Aisera, Everbridge, Oomnitza, PagerDuty, and ServiceNow sponsored this independent research report.

About EMA

Founded in 1996, EMA is a leading industry analyst firm that provides deep insight across the full spectrum of IT and data management technologies. EMA analysts leverage a unique combination of practical experience, insight into industry best practices, and in-depth knowledge of current and planned vendor solutions to help their clients achieve their goals. Learn more about EMA research, analysis, and consulting services for enterprise line of business users, IT professionals, and IT vendors at http://www.enterprisemanagement.com.

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