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Creating Agility with DevOps and AI-Driven ITSM

Akhil Sahai

There are some IT organizations that are using DevOps methodology but are wary of getting bogged down in ITSM procedures. But without at least some ITSM controls in place, organizations lose their focus on systematic customer engagement, making it harder for them to scale.

Other IT organizations believe that they're too large, complex and/or process-driven to adopt DevOps. Perhaps team members would like to give it a try but fear that their culture is too old-school and would not allow the disruption that DevOps usually brings. However, process is made for users, not the other way around, and an over-focus on process can keep customers from receiving the experience they need.

So then, DevOps and IT service management must not be mutually exclusive anymore. In fact, combining the two offers organizations ways to scale the enterprise and create agility while maintaining control of IT. They gain both speed and process controls. IT Service Management has to be re-imagined for that to happen successfully. By using technologies like AI/ML, ITSM has been re-imagined so much so that DevOps and ITSM are synergistic now. For instance, organizations can track and resolve incidents and create service requests and have them fulfilled in DevOps environments with AI-driven service management in minutes.

AI-Driven ITSM and DevOps Are Colleagues, Not Enemies

With the advent of AI, many such scenarios are made possible. Organizations for example can deploy an AI-driven digital agent available 24/7 to developers to use across multiple channels. Developers can create service requests for sandboxed environments and have them stood up or taken away and add additional capacity to existing development environments, in minutes. The digital agent would understand and classify the intent of requests using AI and resolve these requests automatically without human intervention. If there are approvals involved, such a digital agent will be able to seek approvals and still automate these deployments thus taking significant load off operations teams.

Similarly, incidents may be tracked in the operations environment, service tickets created and may be resolved by using AI-driven automation in matter of minutes. This would help bring much-needed agility in DevOps environments while following the best of IT Service Management practices.

DevOps doesn't eliminate the need for controls and data. Controls still need to be maintained and risks still need to be managed. AI-driven ITSM for DevOps brings new ways to achieve speed and control while driving value through the IT channel and supporting existing ITSM and DevOps initiatives within a company.

A More Perfect Union

DevOps and ITSM are not an either/or proposition. Instead, they need to be integrated so that the best aspects of each yield a result that is greater than the sum of their parts. Organizations will be able to scale quickly while maintaining process controls. Integration tools make this easier, as do AI-based digital agents. Essentially, there's never been a better time to bring AI-driven ITSM and DevOps together. Doing so will yield greater agility, speed, control and growth potential.

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Creating Agility with DevOps and AI-Driven ITSM

Akhil Sahai

There are some IT organizations that are using DevOps methodology but are wary of getting bogged down in ITSM procedures. But without at least some ITSM controls in place, organizations lose their focus on systematic customer engagement, making it harder for them to scale.

Other IT organizations believe that they're too large, complex and/or process-driven to adopt DevOps. Perhaps team members would like to give it a try but fear that their culture is too old-school and would not allow the disruption that DevOps usually brings. However, process is made for users, not the other way around, and an over-focus on process can keep customers from receiving the experience they need.

So then, DevOps and IT service management must not be mutually exclusive anymore. In fact, combining the two offers organizations ways to scale the enterprise and create agility while maintaining control of IT. They gain both speed and process controls. IT Service Management has to be re-imagined for that to happen successfully. By using technologies like AI/ML, ITSM has been re-imagined so much so that DevOps and ITSM are synergistic now. For instance, organizations can track and resolve incidents and create service requests and have them fulfilled in DevOps environments with AI-driven service management in minutes.

AI-Driven ITSM and DevOps Are Colleagues, Not Enemies

With the advent of AI, many such scenarios are made possible. Organizations for example can deploy an AI-driven digital agent available 24/7 to developers to use across multiple channels. Developers can create service requests for sandboxed environments and have them stood up or taken away and add additional capacity to existing development environments, in minutes. The digital agent would understand and classify the intent of requests using AI and resolve these requests automatically without human intervention. If there are approvals involved, such a digital agent will be able to seek approvals and still automate these deployments thus taking significant load off operations teams.

Similarly, incidents may be tracked in the operations environment, service tickets created and may be resolved by using AI-driven automation in matter of minutes. This would help bring much-needed agility in DevOps environments while following the best of IT Service Management practices.

DevOps doesn't eliminate the need for controls and data. Controls still need to be maintained and risks still need to be managed. AI-driven ITSM for DevOps brings new ways to achieve speed and control while driving value through the IT channel and supporting existing ITSM and DevOps initiatives within a company.

A More Perfect Union

DevOps and ITSM are not an either/or proposition. Instead, they need to be integrated so that the best aspects of each yield a result that is greater than the sum of their parts. Organizations will be able to scale quickly while maintaining process controls. Integration tools make this easier, as do AI-based digital agents. Essentially, there's never been a better time to bring AI-driven ITSM and DevOps together. Doing so will yield greater agility, speed, control and growth potential.

Hot Topics

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

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 ...

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 ...

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 ...

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

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

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 ...

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 ...

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) ...

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 ...

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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 ...