Generative AI in IT Operations:

Fueling the Next Wave of

Modernization
Jon Brown | Senior Analyst
ENTERPRISE STRATEGY GROUP

© 2024 TechTarget, Inc. All Rights Reserved.

Generative AI in IT Operations 2

Research Objectives
Artificial intelligence (AI) is expected to be a game changer for IT operations. According to recent Enterprise Strategy Group research,
85% of organizations are actively using, planning to use, or considering artificial intelligence (including generative, causal, and
predictive) across many of their functional areas, including IT operations. In an era when IT operations teams are under tremendous
pressure to accelerate processes, enable digital transformation, and reduce the unit cost and environmental impact of compute,
artificial intelligence is seen as a key enabling technology.

To address these challenges, organizations are turning to AI tools that eliminate manual processes to move faster, improve efficiency,
promote productivity, and improve outcomes. Whether through generative AI (GenAI)-based tools, copilots, natural language querying,
or advanced usage of causal and predictive AI, IT operations teams have an ever-increasing set of tools available to help them achieve
their goals, improve stakeholder satisfaction, and optimize for their important metrics. Lastly, providers in these markets need to
understand how GenAI will impact their value proposition and what buyers prioritize when it comes to AI in IT operations.

To gain further insight into the current status and near future of AI in IT operations, TechTarget’s Enterprise Strategy Group surveyed
360 IT professionals at organizations in North America (US and Canada) involved with observability, ITSM, and AIOps technologies
and processes. This survey explored how AI is impacting the selection and use of IT operations tools, key stakeholders influencing
purchasing decisions, functional requirements, business and technology drivers, tool consolidation plans, and spending intentions.

THIS STUDY SOUGHT TO:

Identify current and future use cases and drivers for Determinethevalueofarti…cialintelligenceandhowthat
generativearti…cialintelligenceinIToperations. valueisexpectedtobemeasured.

Learn how and from whom organizations intend Capturesentimentabouttheexpectedchallengesand

tosourcetheirAIforIToperations. outcomesofAIadoptioninIToperations.

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

e
G nerative AI in TI Operations

KEY FINDINGS

“Based on current
adoption levels,
TeamsSeeBene…tsofAutomation
andAIAdoption,butITOperations
AI Adoption Will Enable Operational
Acceleration,butChallengesLieAhead
IT and operations
Are Still Complex for Most
professionals are
widely aware
OD˝ OD——

of integrated AI
technologies
and capabilities
in their operating
HighValueandImpactofInitialAI
InvestmentsWillFuelaWaveofAdditional
OpsTeamsExpecttoSourceAI
Technology From a Range of Providers
environments.”
TechnologyAcquisition
Jon Brown | Senior Analyst
OD— ODˇ˛ ENTERPRISE STRATEGY GROUP

© 2024 eT chaT rget, Inc. All Rights Reserved.

Teams See Benefits of Automation
and AI Adoption, but IT Operations
Are Still Complex for Most
Generative AI in IT Operations 5

OverHalfReportAIIntegrationinProductionIT
Based on current adoption levels, IT and operations professionals are widely aware of integrated AI technologies and capabilities in their operating environments. Generative AI is
most widespread and has an early adoption lead due to the popularity of ChatGPT, Bard, and similar tools on the consumer side, as well as the proliferation of generative AI-enabled
user interfaces allowing for natural language querying. Generative AI is essenitally a mainstream concept, while causal and predictive AI maturity levels and understanding are likely
less evident. Vendors will focus on differentiating AI types and highlighting different use cases in line with what will be increasing buyer sophistication.

StatusofAItoolsortechnologiesintermsofintegrationwithIToperations.

Inproduction Inpilot/POC Plantodeployinthenextmonths

21 Plantodeployinmonths
4-231 Consideringbutnoplanstodeploy

Generative AI 60% 26% 11% 3%

“Generative AI
is essentially a
mainstream concept,
Causal AI 54% 28% 11% 6% 1%
while causal and
predictive AI maturity
Predictive AI 53% 29% 16% 2% 1% levels and understanding
are likely less evident.”
0% 20% 40% 60% 80% 100%

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

Generative AI in IT Operations 6

“Currently, over half of

MostOrganizationsHaveRoomtoGrowOperations-centricAI/MLUsage
Different levels of maturity with a new technology, especially in a space where initial deployments and pilot projects
organizations feel they have
are prevalent, are standard. Those at the beginning of their journey may be responding to pressure to improve certain
metrics and satisfy their curiosity while those at a more mature level may be looking for more specialized use cases. highautomationmaturit
Maturity in IT automation and AI is a rapidly moving target that will see applications, use cases, and quality related to
AI expand and cover more functions over time. Currently, over half of organizations feel they have high automation levels, but of those, only 15%
report very high maturity.”
maturity levels, but of those, only 15% report very high maturity. As such, there is substantial room for growth at
most organizations.

AutomationmaturitywithinIToperations.

15% 50% 29% 6% 1%

150+850= 500+500= 290+710= 60+940= 10+990=
Very high maturity (e.g., High maturity (e.g., Moderate maturity (e.g., Limited maturity (e.g., basic Low maturity (e.g., primarily
fully autonomous AI) AI/ML in regular use) process-centric automation) automation for routine tasks) manual processes)

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

e
G nerative AI in IT Operations 7

Perceptionoftimespentinvestigatingrootcasesofincidents.

71+29+T
“The pain of spending too much time on root causes and
incidents was much more pronounced in organizations with
We spend a reasonableamountof
time identifying root causes of incidents,
fewer than 1,000 employees, which were most likely to say
they’re spendingtoomuchtimeidentifyingroot (46%).”
causes 71% and new or additive observability tool
investments likelywouldnothelp

28+72+T
Organizations Report Reasonable
RootCauseInvestigationTimes We spend toomuchtimesolving root
Although 71% of organizations report they spend a reasonable amount of time finding
the root causes of incidents, all is not necessarily fine. Likely, this means that these IT
28% causes of incidents and shouldinvest
in better observability tools to help
operations teams feel that they’re doing as well as can be expected, and they’re potentially
not aware of breakthroughs being used by their peers that would make their metrics look
poor in comparison. The pain of spending too much time on root causes and incidents was

1+99+T
much more pronounced in organizations with fewer than 1,000 employees, which were
most likely to say they’re spending too much time identifying root causes (46%). In larger
organizations, four out of five were satisfied with the time spent with root cause analysis.
Still, less time is better, so anything that shortens this time is still beneficial and valuable.
We spend toomuchtimesolving root
1% causes of incidents, but investing in
observability tools likelywouldnothelp

© 2024 TechTarget, Inc. All Rights Reserved. NOMÆCD

Generative AI in IT Operations 8

IT Operations The widely held perception that most functions related to metrics, events, logs, and traces (MELT) are difficult
remains true. Log data collection and correlation as well as tracking application and infrastructure costs are most
Management Remains difficult. Progress has been made on instrumentation, but many organizations continue to struggle with complexity
BurdensomeandComplex in IT operations. However, many of these tasks are ripe for efficiency improvements through AI.

LevelofresourceburdenandoverallcomplexityforeachIToperation.

Extremelyburdensome/complex Burdensome/complex Somewhatburdensome/complex Notatallburdensome/complex

Collectingandcorrelatingpost-eventlogdata 22% 23% 24% 30%

Instrumentingservicestocollectdistributedtracedata
23% 19% 29% 29%

Isolatingtheapplicationtotheunderlyinginfrastructure
21% 26% 24% 29%

Identifyingrootcauseacrossteams 24% 23% 24% 29%

Correlatingmetricsdatafrommultipletools 23% 25% 23% 29%

Aligningcustomerperformanceexpectationswithinfrastructure
24% 22% 26% 28%

Budgeting,tracking,andoptimizingIToperationscosts
23% 25% 25% 28%

Examiningalerts/logs/tracestoidentifyvaluableinformation
23% 22% 29% 27%

Automating incident detection, triage, and remediation 22% 21% 30% 26%

Trackingapplicationandinfrastructurecoststooptimizeresources
26% 23% 25% 26%

0% 20% 40% 60% 80% 100%

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

Generative AI in IT Operations 9

AreasservedbyIToperationsmostlikelytobene…tfromgenerativeAI.

IT operations 72%

Cybersecurity 47%

IT Operations Expected Application development/DevOps 30%

toBene…tMostFrom
Integration of AI in IT Ops Operations (non-IT) 20%

Organizations most commonly expect Product development 15%

IT operations to benefit most from
investments in AI because regular, manual Customer service 14%
tasks are typically easiest to automate and
apply AI to. Cybersecurity, consistently a
Finance 11%
“Organizations most
top concern for IT operations, follows. Other
departments are all expected to receive commonly expect IT
some benefit. Users need to cost-justify Research 11%
investments by proving economic and operationstobene…tmost
technical benefit to any area. Depending Marketing
” AI.
10%
on the use case, various metrics can be frominvestmentsin
applied during pilots or trials to obtain that Purchasing and procurement 8%
justification.
Human resources 8%

Sales 8%

Legal 7%

© 204 TechTarget, Inc. All Rights Reserved. C

Generative AI in IT Operations 10

OrganizationsUsingAutomationinITOperationsSeeWidespread,Signi…cantImprovements
Organizations are commonly seeing positive benefits from the integration of automation into IT operations processes. Performance management, notoriously a complex task, tops
the list of significantly improved processes. Automating release management, part of the general trend toward operational acceleration, is also enjoying automation-related benefits
within many organizations. These early successes will fuel heightened growth and adoption through 2024 and 2025.

ImpactofintegratingautomationintoIToperationsprocesses.

Signi…cantlyimproved Somewhatimproved No difference Somewhat worse Signi…cantlyworse

Performance management (N=154) 63% 31% 5% 1%

Release management (N=106) 59% 36% 5%

Change management (N=85) 55% 34% 9% 1%

Patch management (N=83) 54% 37% 5% 2% 1%

Security management (N=170) 53% 39% 5% 2%

Configuration management (N=126) 52% 43% 4% 1%

Capacity management (N=117) 51% 43% 5% 1%

Incident management (N=134) 50% 43% 7%

Asset management (N=131) 47% 47% 5% 1%

Problem management (N=119) 40% 48% 10% 2%

0% 20% 40% 60% 80% 100%

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

AI Adoption Will Enable Operational
Acceleration, but Challenges Lie Ahead
Generative AI in IT Operations 12

ConcernsorchallengeswithintegratingAIintoIToperations.

Security vulnerabilities 27%

Overdependence on AI 26%

Traditional and New Increased compliance difficulty 24%

Challenges Expected When Lack of trainability of AI-based responses 22%

Integrating AI in IT Operations Immature technology 21%

Difficulty integrating with existing tools 21%

Organizations have healthy concerns about
bias, fairness, trainability, and accountability Bias or fairness issues 21%
in terms of challenges when integrating AI
into IT operations. Although there are no Data privacy breaches 20%
overwhelmingly common issues, the overall
incidence of challenges could stall further Skills gaps 20%
adoption in the near future. Cultural resistance
Training requirements (e.g., time and costs) 19%
being low may indicate that there is little
current fear of AI, but fear of overdependence Lack of use cases 19%
on AI is surprisingly high. With the exception
of security, this list will be fluid. Lack of accountability 18%

Technical complexity 17%

Lack of funding 16%

Operational disruptions due to incorrect decisions 16%

Cultural resistance 15%

We don’t have, or expect, challenges or concerns 4%

© 204 TechTarget, Inc. All Rights Reserved. C
e
G nerative AI in TI Operations 13

Mostin‰uentialfactorsdrivingneedtoaccelerateIToperations.

47% 41% 36%

470+530= 410+590= 360+640=
BusinessNeedsandIncreasing Increased investment in Need to align IT costs Increased focus on digital-
CentralityofITtoBusinessInitiativesIT operations with business objectives first products and services

Drive Operational Acceleration

Digital transformation initiatives continue to impact the
importance of operational acceleration, spurring increased 31% 30% 27%
investment in—and reliance on—IT to get more work done 310+690= 300+700= 270+730=
and satisfy customer requirements. The addition of AI in IT
operations is spawning the next wave of digital transformation Initiative to automate Increased complexity of Increased demands from
by enabling less-structured processes to be automated, in turn activities individual tasks requires line-of-business teams
us to move faster
saving significant resources across both teams and spending.

24% 22% 21%

240+760= 220+780= 210+790=
Increased pressure to Executive mandate Need to meet tighter
meet SLAs deadlines

© 2024 eT chaT rget, Inc. All Rights Reserved. NOMÆCD

Generative AI in IT Operations 14

IT Operational Acceleration Is a Constant Driver for Improvement

Over the last few years, IT operations and application development teams have consistently reported that the pace
of operations has increased dramatically. Organizations undergoing this acceleration are under more pressure
to solve issues faster, streamline operations and collaboration, and do more with less. This ongoing need for
acceleration will continue into the foreseeable future and even possibly increase in intensity for some organizations.

HowmuchfasterIToperationsteamsneedtoperformcomparedwiththreeyearsago.

19% 35% 41% 4% 1%

190+810= 350+650= 410+590= 40+960= 10990
+ =
We have to perform twice We have to perform between We have to perform between We have to perform less We have not been required
as fast (or more) 50% and 99% faster 25% and 49% faster than 25% faster to perform faster

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

 Generative AI in IT Operations 15

AI to Power Next Wave of Operational Acceleration

The operational acceleration expectations among organizations due to the integration of generative AI are substantial, with well over half of organizations expecting at least
a 31% improvement in the next 24 months. The value of AI in operational acceleration is understood and carries tangible value above and beyond incremental features. This
acceleration translates to a better return on assets (ROA) but can also increase greenhouse gas (GHG) emissions, complicating the ability of organizations to sustainably
meet acceleration objectives.

ExpectedpercentageofimprovementtoIToperationsmetrics/KPIsfromgenerativeAIintegrationin24months.

34%

“The value of AI in operational

acceleration is understood
16% 16%
17% and carries tangible
10%
valueaboveandbeyond
7% incrementalfeatures.
1%

ct 1% to 5% 6% to 10% 11% to 20% 21% to 30% 31% to 50% 51% to 75% 76% or more
e

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

Generative AI in IT Operations 16

SustainabilityHasArrivedforITManagementTools
For 90% of surveyed organizations, sustainability frequently or always factors into the purchase of IT management tools.
Increasingly, organizations place a premium on sustainable solutions and approaches to obtain environmental, social,
and economic benefits. These technologies and processes also tie into corporate social responsibility (CSR) goals, which
are growing in importance as organizations look to vendors and service providers that demonstrate a commitment to
environmental responsibility.
“Increasingly,
Howoftensustainability(e.g.,energyeciency,e-wastemanagement,etc.) organizations place
factorsintothepurchaseofITmanagementtools.
a premium on

49+51+T 41+59+T 10+90+T

sustainable solutions
and approaches to
obtain environmental,
49% 41% 10% social, and economic
bene…ts. ”
Always Frequently Occasionally
Jon Brown | Senior Analyst
ENTERPRISE STRATEGY GROUP

© 204 TechTarget, Inc. All Rights Reserved. C

Generative AI in IT Operations 17

StepstakentobetterpreparefortheintegrationofAI(includinggenerativeAI)intoIToperations.

Ensuring data is organized and accessible 28%

Offering training and skills development 28%

Data Management, Ethics, Conducting ROI analysis 27%

and Training Are Critical on Establishing ethical guidelines 27%

the Path to Operationalizing Examining integration compatibility with existing tools 25%
GenAI in IT Operations
Establishing budget allocation 25%
AI starts with data management and
potentially ends with staff reduction, which Establishing resource allocation 25%
is the least common AI preparation step. For
more than a quarter of organizations, general Preparing backup and disaster recovery 25%
data housekeeping is a must to ensure
Deploying security and privacy measures 24%
they receive optimal returns from their AI
investments, and this requires effective data
Establishing feedback loops 23%
management. Further, it is imperative for
many to also quantify the value of potential
Preparing change management processes 23%
purchases and establish guidelines prior to the
arrival of AI in operations.
Establishing use cases 23%

Scenario planning (e.g., for security or compliance issues) 22%

Conducting pilots or other tests 21%

Evaluating staff reduction due to automation 20%

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

High Value and Impact of Initial AI
Investments Will Fuel a Wave of Additional
Technology Acquisition
Generative AI in IT Operations 19

ResultsofGenerativeAIInvestmentsinITOperationsAreOverwhelminglyPositive
Although production usage of generative AI in IT operations is still relatively low, it is ramping quickly behind a wave of positive initial results. Across the board of typical operations
use cases, organizations are seeing at least some improvement due to the integration of GenAI, if not significant improvement. However, the jury remains out on whether these
overwhelmingly positive returns will continue as adoption grows.

ImpactofgenerativeAIonIToperationsusecases.

Signi…cantlyimproved Somewhatimproved No difference Somewhat worse Signi…cantlyworse

Natural language chatbots (N=33) 64% 33% 3%

Automated ticket triaging (N=39) 62% 33% 3% 3%

Security incident response (N=44) 61% 27% 7% 5%

IT procurement (e.g., generated purchase requisitions) (N=68) 60% 34% 6%

Root cause analysis of closed incidents (N=42) 60% 31% 10%

Report and dashboard generation (N=36) 58% 36% 6%

Automated documentation (N=30) 53% 43% 3%

Copilots for coding (N=32) 53% 38% 9%

Capacity planning (N=19) 53% 32% 16%

Network configuration generation (N=42) 52% 43% 5%

IT change root cause correlation (e.g., outage caused by change) (N=68) 51% 43% 6%

Knowledge base generation (N=45) 49% 47% 4%

Automated email responses (N=31) 48% 45% 3% 3%

Predictive maintenance (N=38) 47% 50% 3%

Root cause analysis of ongoing (active) incidents (N=45) 44% 47% 9%

Semantic search through natural language (N=45) 42% 49% 9%

0% 20% 40% 60% 80% 100%

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

Generative AI in IT Operations 20

14+44+402J
Generative AI PremiumpercentageorganizationsarewillingtopayforIToperationstools,platforms,
orservicesthatusegenerativeAI.
HasValueAboveand
Beyond Table Stakes
“Nearly all (99%)
Nearly all (99%) organizations are willing 14%
to pay a premium for IT operations tools, to
6% 10% organizations are
platforms, and services that use generative
AI, reflecting the perceived value of the
integration of this technology. However, while
willing to pay a
the perception of value is strong, organizations
will still perform significant levels of due
44% premiumfor IT
to
1% 20%
diligence prior to purchases, in part because
these technologies are still young. Those operations tools,
platforms, and services
organizations with more AI usage maturity
likely will have an easier time understanding
40%
the value of GenAI-enabled offerings.
or
21% more
that use generative AI.”

© 2024 TechTarget, Inc. All Rights Reserved. J C J

Generative AI in IT Operations 21

Bene…tsexpectedfromintegratingAIintoIToperations.

Increased productivity 37%

Task automation 33%

Improved scalability 32%

Respondents Expect AI to
Cost reduction 31%
Help Them Do More With less
Streamlined and improved existing processes 29%
Organizations are counting on AI for increased
productivity, cost savings, and a range of
improvements enabled through automation. Knowledge sharing and transfer (e.g., across IT teams) 29%
While this could be considered “digital
transformation 2.0,” organizations generally Predictive maintenance 28%
retain the mindset of preferring to do what they
already know how to do but faster and with Improved customer and user support 27%
less labor. AI is a new work medium or lever,
like transitioning from wood to steel: It’s the
same basic function but much more extensible. Continuous learning 27%

Mitigated skills gap 25%

Knowledge capture 25%

Documentation and report generation 24%

Code generation 22%

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

Generative AI in IT Operations 22

MetricsusedtomeasurethevalueandeffectivenessofgenerativeAIinIToperations.

Security improvement 35%

Knowledge management 34%

SecurityImprovement, Scalability 32%

Knowledge Management,
and Optimizations Are Cost savings 31%

MeasuredtoQuantifyValue Application/service optimization and rationalization 30%

Reflecting the importance of AI to nearly every

Quality of service 28%
process involved with IT, AI is measured by
higher-order achievements than simply time
saved and cost savings. Keeping pace with Time to perform routine tasks 28%
evolving security threats, which themselves
are increasingly AI-driven, is a key outcome. Compliance improvement 28%
Knowledge management, the ability to find
and then capture and apply known facts or Innovation 27%
organizational knowledge, is rapidly rising in
value and helps to position generative AI as an
irreplaceable component of IT operations. Customer satisfaction 25%

Automation rate of tasks or processes 25%

Incident resolution 25%

Error resolution 20%

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

Ops Teams Expect to Source AI
Technology From a Range of Providers
Generative AI in IT Operations 24

MostAgreeThatGenAI-enabledSolutionsAreMoreLikelytoMake
theShortListforPurchaseConsideration
In most cases, generative AI-enabled solutions have a leg up on solutions that don’t offer generative AI capabilities when it comes to organizations
making a short list. However, 12% of organizations don’t share this view and would presumably prefer to evaluate solutions that do not include
generative AI. As generative AI capabilities mature over time, this percentage of organizations will likely decline.

43+8+3661J
LikelihoodofconsideringvendororserviceproviderthatintegratesgenerativeAIcapabilities
intoproductsorservices.

“In most cases, generative

43%
Muchmorelikely

8%
Neutral
AI-enabledsolutionshavea
36%
legup on solutions that don’t
offer generative AI capabilities
Somewhatmorelikely

when it comes to organizations

6%
Somewhatlesslikely

6%
Muchlesslikely
making a short list.”

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

Generative AI in IT Operations 25

SourcesforacquiringIToperationstools,platforms,andservicesthatleveragegenerativeAI.

Primarysourceinmonths
42 Willacquirefrominthenextmonths
42 Alreadyacquiredfrom
(oneresponseaccepted) (multipleresponsesaccepted) (multipleresponsesaccepted)

24%
IT infrastructure vendors 54%
47%
GenAIPurchasesWillSpan
16%
MultipleSources New IT management tool providers 43%
43%
Buyers more often expect to purchase GenAI-
enabled IT operations tools, platforms, and services 15%
from IT infrastructure vendors and cloud service Existing IT management tool providers 42%
providers than from pure-play IT companies or 42%
third-party delivery or integration firms. However,
23%
all of these sources will play a part in delivering
Cloud service providers 40%
these capabilities. The broad scope of market
41%
competition will benefit organizations looking to
boost the efficiency and effectiveness of their IT 9%
operations across a wide range of use cases. Pure-play AI companies or startups 25%
28%

7%
Third-party service delivery or integration firms 29%
27%

6%
Open source projects 23%
27%

1%
© 2024 TechTarget, Inc. All Rights Reserved. Don't know 231ÆC(
Generative AI in IT Operations 26

Groupsin‰uencingbuyingdecisionsandholdingbudgetforAItoolsrelatedtoIToperations.

Primarybudgetholder Hasmostin‰uenceonbuyingdecisions In‰uencesbuyingdecisions

(oneresponseaccepted) (oneresponseaccepted) (multipleresponsesaccepted)

36%
IT operations 33%
Operations-centric AI 60%

Stakeholders Span a Broad 38%

Range of Internal Teams Senior leadership 38%

54%

In general, the budget authority for IT operations 9%

tools doesn’t change when AI enters the picture, Business/data analytics/data science teams 13%
but the level of influence across teams rises when 29%
compared against the process for non-AI-enabled
9%
solutions. This means the buying team will be
Platform engineering or DevOps teams 9%
bigger and have more diverse perspectives. Even
28%
within the IT operations team, more diverse sets
of IT practitioners are likely involved. 2%
Application developers 2%
17%

2%
Line-of-business leaders 3%
16%

4%
Finance 4%
14%

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e
G nerative AI in TI Operations 27

AB O U T

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combines broad and deep observability and continuous runtime application security with the most advanced AIOps
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Generative AI in IT Operations 28

RESEARCH METHODOLOGY AND DEMOGRAPHICS

To gather data for this report, TechTarget’s Enterprise Strategy Group conducted a comprehensive online survey of IT operations professionals from private- and public-sector
organizations in North America between November 28, 2023 and December 18, 2023. To qualify for this survey, respondents were required to be involved with observability,
ITSM, and AIOps technologies and processes. All respondents were provided an incentive to complete the survey in the form of cash awards and/or cash equivalents.

After filtering out unqualified respondents, removing duplicate responses, and screening the remaining completed responses (on a number of criteria) for data integrity, we were
left with a final total sample of 360 IT operations professionals.

Respondents by day- to- day responsibilities. Respondents by number of employees. Respondents by industr y.

IT operations 100% 20,000 or more,

4% Other, 13%
10,000 to 500 to 999, 16% Manufacturing,
Cybersecurity/information security 74%
19,999, 16% Communications 27%
and media, 4%
Data center infrastructure 43%
Retail/wholesale,
Public cloud utilization 19% 7%
1,000 to 2,499,
17%
Databases 16% Technology,
9%
Continuous integration/continuous 5,000 to 9,999,
10%
deployment tools 22%
Financial,
Enterprise applications 7% 16%
Business
2,500 to 4,999,
services, 11%
Endpoint devices 4%
Healthcare,
25% 13%

© 2024 TechTarget, Inc. All Rights Reserved. 231ÆC(

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