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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In today's fast-paced AI landscape, CIOs, IT leaders, and engineers are constantly challenged to manage increasingly complex and interconnected systems. The sheer scale and velocity of data generated by modern infrastructure can be overwhelming, making it difficult to maintain uptime, prevent outages, and create a seamless customer experience. This complexity is magnified by the industry's shift towards agentic AI ...

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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

Gartner: Regular AI System Assessments Triple the Likelihood of High GenAI Value

Organizations that perform regular audits and assessments of AI system performance and compliance are over three times more likely to achieve high GenAI value than organizations that do not, according to a survey by Gartner ...

Beyond Autoscaling: What True Kubernetes Optimization Actually Requires

Kubernetes has become the backbone of cloud infrastructure, but it's also one of its biggest cost drivers. Recent research shows that 98% of senior IT leaders say Kubernetes now drives cloud spend, yet 91% still can't optimize it effectively. After years of adoption, most organizations have moved past discovery. They know container sprawl, idle resources and reactive scaling inflate costs. What they don't know is how to fix it ...

Is Your Network Ready for the AI Boom? 5 Overlooked Stress Points

Artificial intelligence is no longer a future investment. It's already embedded in how we work — whether through copilots in productivity apps, real-time transcription tools in meetings, or machine learning models fueling analytics and personalization. But while enterprise adoption accelerates, there's one critical area many leaders have yet to examine: Can your network actually support AI at the speed your users expect? ...

Keeping Your Business Stable When Going Through an IT Disaster

The more technology businesses invest in, the more potential attack surfaces they have that can be exploited. Without the right continuity plans in place, the disruptions caused by these attacks can bring operations to a standstill and cause irreparable damage to an organization. It's essential to take the time now to ensure your business has the right tools, processes, and recovery initiatives in place to weather any type of IT disaster that comes up. Here are some effective strategies you can follow to achieve this ...

How Engineers Can Use AIOps to Innovate Their Infrastructure

In today's fast-paced AI landscape, CIOs, IT leaders, and engineers are constantly challenged to manage increasingly complex and interconnected systems. The sheer scale and velocity of data generated by modern infrastructure can be overwhelming, making it difficult to maintain uptime, prevent outages, and create a seamless customer experience. This complexity is magnified by the industry's shift towards agentic AI ...

MEAN TIME TO INSIGHT Podcast - Episode 19: The AWS Outage

In MEAN TIME TO INSIGHT Episode 19, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA explains the cause of the AWS outage in October ... 

Cloud Migration Delays Are Putting Businesses at Risk

The explosion of generative AI and machine learning capabilities has fundamentally changed the conversation around cloud migration. It's no longer just about modernization or cost savings — it's about being able to compete in a market where AI is rapidly becoming table stakes. Companies that can't quickly spin up AI workloads, feed models with data at scale, or experiment with new capabilities are falling behind faster than ever before. But here's what I'm seeing: many organizations want to capitalize on AI, but they're stuck ...

Understanding the Plight of Today's IT Pro

On September 16, the world celebrated the 10th annual IT Pro Day, giving companies a chance to laud the professionals who serve as the backbone to almost every successful business across the globe. Despite the growing importance of their roles, many IT pros still work in the background and often go underappreciated ...

The Two-Way Relationship Between AI and Observability

Artificial Intelligence (AI) is reshaping observability, and observability is becoming essential for AI. This is a two-way relationship that is increasingly relevant as enterprises scale generative AI ... This dual role makes AI and observability inseparable. In this blog, I cover more details of each side ...

Unrelenting IT Issues Cost Millions of Hours in Lost Productivity

Poor DEX directly costs global businesses an average of 470,000 hours per year, equivalent to around 226 full-time employees, according to a new report from Nexthink, Cracking the DEX Equation: The Annual Workplace Productivity Report. This indicates that digital friction is a vital and underreported element of the global productivity crisis ...