Operations | Monitoring | ITSM | DevOps | Cloud

The lines between IT service management (ITSM) and AIOps are blurring. The Gartner Hype Cycle for ITSM, 20241 discusses this exciting convergence. Traditionally, ITSM has focused on structured processes and best practices. AIOps brings valuable new capabilities to service management, including automation, correlation, machine learning, and real-time insights. This convergence augments established ITSM frameworks and processes rather than replace them.

In the past, IT was viewed primarily as a facilitator for business operations, overseeing systems, software, and applications essential to technology-driven enterprises. However, a new strategic approach has emerged that has transformed how organizations manage their IT services.

On July 19, 2024, a significant outage impacted globally, causing widespread disruptions across various industries. This outage was primarily linked to a faulty update from CrowdStrike’s Falcon Sensor, which led to severe issues on Windows systems. CrowdStrike is a leading cybersecurity company that specializes in protecting businesses from online threats.

Splunk and CloudFabrix are both powerful tools in the realm of IT operations management, but they serve different primary functions, have different use cases and are complementary to each other. Splunk focuses on organizations requiring real-time visibility into IT operations with powerful search and analysis capabilities for large volumes of data, real-time monitoring and alerting for IT operations, log management, security incident response, Observability, and rich visualizations for AIOps.

Service operations (ServiceOps) is a technology-enabled approach that unifies IT operations and IT service (ITSM) teams and facilitates frictionless collaboration for more effective incident management. ServiceOps combines people, processes, and technology to improve visibility, workflows, and collaboration between otherwise siloed departments. Organizations of all sizes and industries worldwide have adopted ServiceOps.

In a previous post, we discussed initiating your AIOps journey. Now, we’re exploring best practices for progressing through each phase of the maturity journey. In these posts, we’ll focus on how to get started, proven techniques, key participants, and how to measure success.

IT modernization is imperative to an agile, productive, citizen-centric, and cost-efficient government. It’s also codified as a key objective of many mandates and guidelines. But as mission-critical as IT modernization initiatives are, they are also fraught with risk and operational challenges, including: To overcome these barriers to streamlined IT operations, government leaders should rely on artificial intelligence for IT operations (AIOps).

As technology evolves, so does the language we use to describe it. Not surprisingly, IT operations have evolved dramatically since 2016. Given these changes and enhancements in artificial intelligence, the industry is overdue for an updated definition of AIOps platforms. AIOps isn’t going away, but we are changing some ways we talk about it. In the Gartner Hype Cycle for ITSM, 2024, Gartner announced new phrasing to describe the technology used in event management.