AI-powered automation improves the speed and effectiveness of IT service to enterprises, but what is becoming less clear is where the lines between ITSM and IT operations management (ITOM) are drawn when the one-two punch of AI/ML and automation blurs the boundaries between functional domains.
In this research report by EMA, examine the practical considerations, best practices, and open-ended critical questions that IT Operations teams must embrace as teams engage in new levels of interaction and automation:
- IT is still largely seen as an enabler of the business, but for the 17% that see the two as equal, the benefits are clear: 35% are moving quickly in that direction
- Part global crisis and part accelerated digital transformation, 51% of organizations made significant technical innovation and organizational changes in the past 2 years
- AIOps: automation and AI solution must-haves
Reasons organizations select or reject SaaS management solutions
- The competitive implications of AI-enabled cross-functional automation and processes as practiced today and as planned for the near future