ServiceOps 2024: automation and (gen)AI-powered IT service and operations 


ServiceOps’ has quickly moved from grassroots to mainstream because it is practical. It advances top IT priorities and makes sense to the people who do the work. Running on technology tracks already laid down, it leverages investments in workflow automation, AIOps, and evolving combinations of automation, AI, and GenAI to return high-impact benefits that map to C-level objectives.

  • 75% of organizations have a ServiceOps initiative either formal or informal.
  • 50% of those organizations with mature (2+ years) ServiceOps initiatives in place report IT service quality as outstanding compared to 18% just beginning.
  • 80% of CxOs say they’ve reorganized to take advantage of AI and automation.
  • For 78% of organizations the impact of unplanned work is high or significant. More than one quarter of the panel report loss of more than 25% productivity.
  • 58% of the research participants anticipate that GenAI will cut MTTR by 50% or more
Join Enterprise Management Associates (EMA) Research Director, Valerie O’Connell, for this 40-minute, vendor-neutral webinar as she discusses her third annual global research into real-world ServiceOps.



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valerie oconnell

Valerie O’Connell
Research Director