More organizations turning to AIOps to enhance CX

ManageEngine, the enterprise IT management division of Zoho Corporation, has released the results of its State of ITOM in 2023 study, which examined the trends observed in ITOM. The study found that providing a seamless customer experience (CX) has become a top priority for IT operations teams in today’s digital landscape.

To achieve this, observability and AIOps are increasingly being used. However, the study also found that organizations face several challenges while adopting both technologies. The primary challenge with observability was a lack of understanding, with more than 57% of IT decision makers stating that their organization was not fully familiar with the concept.

Similarly, more than 65% of respondents said their organizations lacked a proper understanding of AIOps and its use cases. The study polled more than 470 IT decision makers, including CIOs, CTOs, vice presidents, directors, IT administrators, and IT managers.

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

Customer expectations today have skyrocketed, leaving no room for even the possibility of the slightest downtime or service disruption. To stay ahead, IT teams must ditch siloed management and embrace ITOps solutions with advanced AI- and ML-powered observability. In fact, 62% of the respondents said that 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. As organizations continue to prioritize CX initiatives, they are likely to invest in these technologies. We are committed to providing world-class solutions that will empower ITOps teams in their journey,” said Mathivanan Venkatachalam, vice president at ManageEngine.