1、ServiceOps 2024:Automation and (gen)AI-powered IT service and operationsApril 2024 EMA Research ReportBy Valerie OConnell,Research Director Digital Service ExecutionPrepared for:Table of Research Findings1 ServiceOps at a glance3 ServiceOps casts a wide net 4 A natural bridge for a fundamental IT di
2、sconnect5 Addressing ITs top priorities6 IT service managements top goals7 ITOps top goals8 A view from the front line9 Beyond IT service and ITOps10 ServiceOps implementation11 ServiceOps maturity11Degreesofunification12 Adoption and expansion13 Obstacles and accommodations14 Enabling factors and t
3、echnologies15 Automation,AI,and GenAI16 Automation17ArtificialIntelligence(AI)18 Generative AI(GenAI)18 Adoption19 Use cases and value20 Practical potential 21 Challenges and concerns22 Concluding thoughtsServiceOps at a glance.2EMA Research Report|ServiceOps 2024:Automation and(gen)AI-powered IT se
4、rvice and operationsResearch overviewServiceOps(by any name)a technology-enabled approach to frictionless col-laboration between IT service and operations is at work across industries and organizations of all sizes globally.Mainstream and high-value,ServiceOps is here to stay.In this third annual EM
5、A research into the state of ServiceOps,75%of the panel report having either an active effort or a formal initiative to streamline the cross-functional working of IT service and ITOps with substantive results.Its impact is wide-ranging and almost universally positive frequently transformative.The ad
6、option rate is high because the benefits are immediate,costs are low,and implementation is about as pain-free as any change can be.ServiceOps makes sense.It is practical and makes everyones job easier without requiring major disruption in day-to-day realities.It maximizes the value of both technical
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