ServiceOps 2024: Automation and AI-Powered IT Operations

This EMA Research Report, titled 'ServiceOps 2024: Automation and (gen)AI-powered IT service and operations,' outlines the findings from a comprehensive study conducted in February 2024. The research involved a panel of 415 IT leaders from organizations with 1,000 to over 10,000 employees across North America, EMEA, and APAC. The report details the current state of ServiceOps, a technology-enabled approach aimed at enhancing collaboration between IT service and operations. It highlights that 75% of respondents have active initiatives to improve cross-functional collaboration, resulting in significant productivity gains and improved service quality. The report emphasizes the importance of workflow automation and the integration of AI and generative AI technologies in achieving these objectives. It also discusses the challenges and benefits associated with ServiceOps implementation, including its role in addressing IT's top priorities such as user experience, cybersecurity, and cost reduction. Overall, the findings suggest that ServiceOps is a transformative approach that is becoming increasingly essential for IT organizations.