2024 Application Performance Management Predictions - Part 6: AIOps and ITSM

Industry experts offer thoughtful, insightful, and often controversial predictions on how APM, AIOps, Observability, OpenTelemetry and related technologies will evolve and impact business in 2024. Part 6 covers AIOps and ITSM.

Start with: 2024 Application Performance Management Predictions - Part 1

Start with: 2024 Application Performance Management Predictions - Part 2

Start with: 2024 Application Performance Management Predictions - Part 3

Start with: 2024 Application Performance Management Predictions - Part 4

Start with: 2024 Application Performance Management Predictions - Part 5

MEANING OF AIOPS BECOMES INCREASINGLY CONFUSING

Just what AIOps means will increasingly become a source of confusion, as market definitions seek to confine a diversity of solutions which vary in scope, design point, use case, complexity, and value into a single consistent box. Buyers will need to look for the fit that's right for them, not linear winners in a non-linear set of options.
Dennis Drogseth
VP, Enterprise Management Associates (EMA)

AIOPS DOES NOT REACH DREAM STATE NEXT YEAR

AIOps, in the truest sense, is currently more like a pipe dream or goal state for most companies. I don't expect the industry to reach the dream state of AIOps next year; however, I think we'll see significant progress and investments in the AIOps space. In the not-too-distant future, an engineer is going to have the ability to respond to an incident, get a highly detailed summary—explaining what the problem is, if it's occurred before, if it appears to be novel, etc—and gain solid suggestions on what they should do to remediate the issue, with specific suggestions like rolling back the deployment or updating the configuration. Plus, with the improvements to generative AI over the next few years, these suggestions could very well include the new code or the updated configuration itself. Even so, we won't be quite to the point where an Ops person is going to be able to just sleep through the incident, but the industry is heading in that direction.
Camden Swita
Senior Product Manager, New Relic

AIOPS FALLS OUT FAVOR

AIOps will continue to fall out of favor as those that implemented it realize that the promised benefits like root cause detection just aren't there.
Jeremy Burton
CEO, Observe

SHIFT FROM AIOPS TO LLMs

In 2024, I expect to see more companies reach a breaking point with AIOps and shift their focus towards the potential of LLMs. While AIOps was a laudable concept when introduced, in practice it has failed to live up to its promise. The idea that you could train a model on data emitted by apps, that change every day, is nothing more than a pipe dream. Large Language Models (LLMs) appear to be a far more promising alternative because they attack the problem differently and help users make more intelligent decisions. Companies are waking up to this fact but many more will begin to act on it in the new year.
Jeremy Burton
CEO, Observe

FUSION OF AIOPS AND CONTAINERS REDEFINES ITOPS

The fusion of AIOps with container technology is set to redefine IT operations. This integration promises to catalyze a shift from reactive to predictive management, harnessing intelligent automation to anticipate issues before they impact performance. While high-performance computing (HPC) has traditionally been cautious in adopting such trends, we anticipate a growing recognition of their value in driving efficiency and reliability across all sectors of IT operations, including high-performance environments.
Keith Cunningham
VP of Strategy, Sylabs

USAGE METERING CRITICAL FOR AIOPS

Usage metering will become critical to companies leveraging AIOps due to its user-level granularity and unique insights. To get ahead of this, businesses should instrument usage metering as soon as possible. Accurate usage data is invaluable to understanding your customers, training your AIOps models, and gleaning insights across various business functions.
Puneet Gupta
CEO and Founder, Amberflo

AIOPS EXPANDS BEYOND ITOPS

AIOps will expand beyond its traditional definition of IT operations as other business units will consider applying advanced analytics to their growing piles of data.
Thomas LaRock
Principal Developer Evangelist, Selector.AI

WORKING TOWARDS ITSM POTENTIAL

Similarly to AIOps, the industry is working toward reaching the full potential of ITSM. Eventually, these capabilities will empower engineering teams to automate tasks, like identifying incidents before they reach a critical state, applying changes to remediate issues before they become serious, or writing and resolving support tickets.
Camden Swita
Senior Product Manager, New Relic

ITSM LEVERAGES GENAI INTERACTIONS

IT Service Management (ITSM) will experience a trending adoption of ChatGPT-like interactions for end-users to easily get answers to today's help desk scenarios. Organizations will look to adopt this as well to reduce operational costs.
Zubaid Kazmi
Managing Director, Identity and Access Management, MorganFranklin Consulting

ITSM TEAMS INVEST IN EMPLOYEE EXPERIENCE MANAGEMENT

ITSM teams will invest in employee experience management tools to minimize digital friction and to proactively address issues with connectivity and application performance from the user perspective for both distributed remote and in-office employees. We'll seen an uptick in understanding and mapping user journeys so organizations can best tailor digital experiences to individual preferences.
Gerardo Dada
CMO, Catchpoint

Image removed.

DIGITAL ADOPTION PLATFORMS SUPPORT ITSM

Given the staggering cost of software application downtime — which runs at about $5,600 per minute — in 2024, we expect to see more organizations embracing a digital adoption platform (DAP) in tandem with their ITSM strategy. We increasingly see IT managers taking this step to avoid expensive downtime when a disruption occurs. The key is to have ongoing training, automation or guided risk management processes in place so there is little to no pause in response when the inevitable happens.
Krishna Dunthoori
Founder and CEO, Apty

Go to: 2024 Application Performance Management Predictions - Part 7, covering the user experience.

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IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

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In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

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2024 Application Performance Management Predictions - Part 6: AIOps and ITSM

Industry experts offer thoughtful, insightful, and often controversial predictions on how APM, AIOps, Observability, OpenTelemetry and related technologies will evolve and impact business in 2024. Part 6 covers AIOps and ITSM.

Start with: 2024 Application Performance Management Predictions - Part 1

Start with: 2024 Application Performance Management Predictions - Part 2

Start with: 2024 Application Performance Management Predictions - Part 3

Start with: 2024 Application Performance Management Predictions - Part 4

Start with: 2024 Application Performance Management Predictions - Part 5

MEANING OF AIOPS BECOMES INCREASINGLY CONFUSING

Just what AIOps means will increasingly become a source of confusion, as market definitions seek to confine a diversity of solutions which vary in scope, design point, use case, complexity, and value into a single consistent box. Buyers will need to look for the fit that's right for them, not linear winners in a non-linear set of options.
Dennis Drogseth
VP, Enterprise Management Associates (EMA)

AIOPS DOES NOT REACH DREAM STATE NEXT YEAR

AIOps, in the truest sense, is currently more like a pipe dream or goal state for most companies. I don't expect the industry to reach the dream state of AIOps next year; however, I think we'll see significant progress and investments in the AIOps space. In the not-too-distant future, an engineer is going to have the ability to respond to an incident, get a highly detailed summary—explaining what the problem is, if it's occurred before, if it appears to be novel, etc—and gain solid suggestions on what they should do to remediate the issue, with specific suggestions like rolling back the deployment or updating the configuration. Plus, with the improvements to generative AI over the next few years, these suggestions could very well include the new code or the updated configuration itself. Even so, we won't be quite to the point where an Ops person is going to be able to just sleep through the incident, but the industry is heading in that direction.
Camden Swita
Senior Product Manager, New Relic

AIOPS FALLS OUT FAVOR

AIOps will continue to fall out of favor as those that implemented it realize that the promised benefits like root cause detection just aren't there.
Jeremy Burton
CEO, Observe

SHIFT FROM AIOPS TO LLMs

In 2024, I expect to see more companies reach a breaking point with AIOps and shift their focus towards the potential of LLMs. While AIOps was a laudable concept when introduced, in practice it has failed to live up to its promise. The idea that you could train a model on data emitted by apps, that change every day, is nothing more than a pipe dream. Large Language Models (LLMs) appear to be a far more promising alternative because they attack the problem differently and help users make more intelligent decisions. Companies are waking up to this fact but many more will begin to act on it in the new year.
Jeremy Burton
CEO, Observe

FUSION OF AIOPS AND CONTAINERS REDEFINES ITOPS

The fusion of AIOps with container technology is set to redefine IT operations. This integration promises to catalyze a shift from reactive to predictive management, harnessing intelligent automation to anticipate issues before they impact performance. While high-performance computing (HPC) has traditionally been cautious in adopting such trends, we anticipate a growing recognition of their value in driving efficiency and reliability across all sectors of IT operations, including high-performance environments.
Keith Cunningham
VP of Strategy, Sylabs

USAGE METERING CRITICAL FOR AIOPS

Usage metering will become critical to companies leveraging AIOps due to its user-level granularity and unique insights. To get ahead of this, businesses should instrument usage metering as soon as possible. Accurate usage data is invaluable to understanding your customers, training your AIOps models, and gleaning insights across various business functions.
Puneet Gupta
CEO and Founder, Amberflo

AIOPS EXPANDS BEYOND ITOPS

AIOps will expand beyond its traditional definition of IT operations as other business units will consider applying advanced analytics to their growing piles of data.
Thomas LaRock
Principal Developer Evangelist, Selector.AI

WORKING TOWARDS ITSM POTENTIAL

Similarly to AIOps, the industry is working toward reaching the full potential of ITSM. Eventually, these capabilities will empower engineering teams to automate tasks, like identifying incidents before they reach a critical state, applying changes to remediate issues before they become serious, or writing and resolving support tickets.
Camden Swita
Senior Product Manager, New Relic

ITSM LEVERAGES GENAI INTERACTIONS

IT Service Management (ITSM) will experience a trending adoption of ChatGPT-like interactions for end-users to easily get answers to today's help desk scenarios. Organizations will look to adopt this as well to reduce operational costs.
Zubaid Kazmi
Managing Director, Identity and Access Management, MorganFranklin Consulting

ITSM TEAMS INVEST IN EMPLOYEE EXPERIENCE MANAGEMENT

ITSM teams will invest in employee experience management tools to minimize digital friction and to proactively address issues with connectivity and application performance from the user perspective for both distributed remote and in-office employees. We'll seen an uptick in understanding and mapping user journeys so organizations can best tailor digital experiences to individual preferences.
Gerardo Dada
CMO, Catchpoint

Image removed.

DIGITAL ADOPTION PLATFORMS SUPPORT ITSM

Given the staggering cost of software application downtime — which runs at about $5,600 per minute — in 2024, we expect to see more organizations embracing a digital adoption platform (DAP) in tandem with their ITSM strategy. We increasingly see IT managers taking this step to avoid expensive downtime when a disruption occurs. The key is to have ongoing training, automation or guided risk management processes in place so there is little to no pause in response when the inevitable happens.
Krishna Dunthoori
Founder and CEO, Apty

Go to: 2024 Application Performance Management Predictions - Part 7, covering the user experience.

Related Links

Hot Topics

The Latest

Immutable by Design: Reinventing Business Continuity and Disaster Recovery

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

Embracing Cost-Effective Observability Through an OpenTelemetry Approach

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Why Employees Hate Security (And What Businesses Can Do About It)

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

MEAN TIME TO INSIGHT Podcast - Episode 13: Hybrid Multi-Cloud Networking Strategy

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

Transforming Network Remediation with a Closed-Loop Approach

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

IT Leaders Are Leveraging AI Agents to Unlock Autonomous Transformation in 2025

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

IT Is Finally Driving Cloud Strategy, But the Network Team Needs to Catch Up

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

5 Steps to Enhancing Network Observability for Your NOC

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Broadcom

Top Cloud Trends for 2025: Wrangling Cloud Spend, Expanding FinOps Teams, and Adopting GenAI

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...

Data Migration Strategies for Optimizing Cloud Costs

Today, organizations are generating and processing more data than ever before. From training AI models to running complex analytics, massive datasets have become the backbone of innovation. However, as businesses embrace the cloud for its scalability and flexibility, a new challenge arises: managing the soaring costs of storing and processing this data ...