Observability, AIOps Gap Hinders CX Improvements

ManageEngine, an enterprise IT management division of Zoho Corp., announced the results of its State of ITOM in 2023 study, which examines the trends observed in IT operations management.

In today’s digital landscape, providing a seamless customer experience (CX) has become a top priority for IT operations teams. They increasingly are turning to observability and AIOps to achieve this. However, the study found that organizations face challenges while adopting both technologies.

The primary challenge with observability was a lack of understanding, according to the study. More than 57 percent of the IT decision-makers who responded stated their organization was not fully familiar with the concept of observability.

Similarly, more than 65 percent of respondents said their organizations lacked a proper understanding of AIOps and its use cases.

Other common challenges include technical complexity, concerns about cost and return on investment and lack of a clear implementation strategy. Thus, organizations run the risk of not deriving the full value of observability and AIOps if they don’t address the knowledge gaps that exist.

The study states that today’s customer expectations have skyrocketed, leaving no room for the slightest downtime or service disruption. To stay ahead, IT teams may want to ditch siloed management and embrace ITOps solutions with advanced AI- and ML-powered observability.

In fact, 62 percent of the respondents said a unified ITOM solution with observability and AIOps functions would help them to proactively identify performance bottlenecks.

“Despite the challenges, the benefits of observability and AIOps in delivering superior customer experiences and driving business growth are clear,” said Mathivanan Venkatachalam, vice president at ManageEngine. “As organizations continue to prioritize CX initiatives, they are likely to invest in these technologies.”

Visit ManageEngine’s website to access the State of ITOM 2023 study report at XXXX.

For more information, visit manageengine.com.