Customer-Facing Incidents Increasing

Enterprises are experiencing a 13% year-over-year increase in customer-facing incidents, reflecting rising levels of complexity and risk as businesses drive operational transformation at scale, according to the 2024 State of Digital Operations study from PagerDuty.

Enterprise companies saw sharper increases (16%) on a higher base of incidents versus mid-market companies (8%).

With mandates to achieve top line growth while improving efficiency in an uncertain macroeconomic landscape, the majority of leaders expect to expand IT Operations budgets with a focus on mitigating risk, increasing revenue and improving resilience. Cloud and security infrastructure remain top priorities given their foundational role in businesses' digital health.

The report found that 77% of leaders plan to expand investment in cloud services and 76% intend to increase spend on cloud storage. Almost half (45%) ranked security and reducing risk among their top three business imperatives, with 29% naming this the number one priority and 73% expecting to increase security budgets. More than half of respondents say their 2024 IT Operations budgets will be higher than they were last year, while just 16% expect budgets to decrease.

Despite a significant disconnect between business and technical leaders' outlook on adoption of innovation — 81% of technical decision makers report teams are using automation more effectively than they were 12 months ago versus 47% of business decision makers — they remain aligned on pushing forward to operationalize investments in artificial intelligence in 2024.

Across participants, 71% are growing budgets for AI and machine learning and 76% are pursuing automation of IT or business operations workflows. This accelerated rate of AI adoption has potential to both increase efficiency and add strain to already stretched IT infrastructure, underscoring the importance of foundational safeguards to manage unplanned incidents.

Leaders also indicated plans to operationalize investments in artificial intelligence in 2024, with 71% looking to grow budgets for AI and machine learning and 76% pursuing automation of IT or business operations workflows. The accelerated rate of generative AI adoption has potential to add strain to already stretched IT infrastructure, underscoring the importance of safeguards to manage unplanned incidents.

Methodology: The study was based on a survey of 350 business and technical leaders across numerous industries.

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Customer-Facing Incidents Increasing

Enterprises are experiencing a 13% year-over-year increase in customer-facing incidents, reflecting rising levels of complexity and risk as businesses drive operational transformation at scale, according to the 2024 State of Digital Operations study from PagerDuty.

Enterprise companies saw sharper increases (16%) on a higher base of incidents versus mid-market companies (8%).

With mandates to achieve top line growth while improving efficiency in an uncertain macroeconomic landscape, the majority of leaders expect to expand IT Operations budgets with a focus on mitigating risk, increasing revenue and improving resilience. Cloud and security infrastructure remain top priorities given their foundational role in businesses' digital health.

The report found that 77% of leaders plan to expand investment in cloud services and 76% intend to increase spend on cloud storage. Almost half (45%) ranked security and reducing risk among their top three business imperatives, with 29% naming this the number one priority and 73% expecting to increase security budgets. More than half of respondents say their 2024 IT Operations budgets will be higher than they were last year, while just 16% expect budgets to decrease.

Despite a significant disconnect between business and technical leaders' outlook on adoption of innovation — 81% of technical decision makers report teams are using automation more effectively than they were 12 months ago versus 47% of business decision makers — they remain aligned on pushing forward to operationalize investments in artificial intelligence in 2024.

Across participants, 71% are growing budgets for AI and machine learning and 76% are pursuing automation of IT or business operations workflows. This accelerated rate of AI adoption has potential to both increase efficiency and add strain to already stretched IT infrastructure, underscoring the importance of foundational safeguards to manage unplanned incidents.

Leaders also indicated plans to operationalize investments in artificial intelligence in 2024, with 71% looking to grow budgets for AI and machine learning and 76% pursuing automation of IT or business operations workflows. The accelerated rate of generative AI adoption has potential to add strain to already stretched IT infrastructure, underscoring the importance of safeguards to manage unplanned incidents.

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Beyond Traditional Autoscaling: The Future of Kubernetes in AI Infrastructure

Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...

AI Drives Surge in Data Budgets

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Misaligned Architecture Causes Service Disruptions, High Operational Costs and Security Challenges

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How GenAI Can Save Time for the NetOps Team

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

Will AI Solve the Growing Data Divide?

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

Top Concerns for Tech Decision Makers

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

Gartner: Top Trends Shaping the Future of Cloud

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2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

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