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IT Ops Leaders Agree: Service Interruptions Negatively Impact Customer Satisfaction and Retention

Customer satisfaction and retention were the top concerns for a majority (58%) of IT leaders when suffering downtime or outages, according to a survey of top IT leaders conducted by AIOps Exchange.

The effect of service interruptions on customers outweighed other concerns such as loss of revenue, brand reputation, negative press coverage, or the impact on IT Ops teams.

Other key findings include:

■ 65% of IT organizations still rely on monitoring approaches that are either siloed, rules-based or don’t cover the needs of their entire IT environment

■ 40% of IT organizations are flooded by more than 1 million event alerts each day, while 11% are swamped by more than 10 million alerts

■ 45% of IT organizations look to AIOps to analyze and determine the probable root cause of incidents and to predict future problems

“The results of roundtable discussions at AIOps Exchange reveal that enterprise IT teams are moving beyond simply controlling event alert traffic,” said Phil Tee, founder of the AIOps Exchange and CEO of Moogsoft. “Instead, large enterprises are ready for artificial intelligence and machine learning to move beyond the automation of routine tasks. AIOps needs to answer not just ‘what’ happened but ‘why’ and ‘how’. Root cause analysis and rapid incident resolution will allow IT Ops and DevOps teams to better serve customers with continuous service assurance.”

While 40% of those surveyed say AIOps replaces legacy approaches to IT Event Management, 20% believe it also has a positive impact on Configuration Management — an especially important discipline for effective DevOps. 91% of AIOps Exchange participants have adopted DevOps in one or more teams in their IT organization.

“Today, the number of alerts that IT teams face every minute has moved beyond human scale,” said Charles O’Keefe, VP, Enterprise Monitoring and Engineering at American Express, and keynote speaker at the AIOps Exchange. “AIOps technology has allowed us to not only ingest and normalize the data we receive but better yet, enrich the events. Additionally, we can dispatch to de-duplicate events, utilize machine learning to correlate data, and refine the models. It has truly made a difference in our day-to-day operations efficiencies.”

Methodology: AIOps Exchange participants comprised nearly 100 IT executives (from manager level to C-suite) representing large enterprise organizations. Industries that were represented include financial services, transportation, technology, education, and healthcare.

84% of those surveyed claimed an active role in determining the future of AIOps at their organization, while 68% had active AIOps projects underway.

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IT Ops Leaders Agree: Service Interruptions Negatively Impact Customer Satisfaction and Retention

Customer satisfaction and retention were the top concerns for a majority (58%) of IT leaders when suffering downtime or outages, according to a survey of top IT leaders conducted by AIOps Exchange.

The effect of service interruptions on customers outweighed other concerns such as loss of revenue, brand reputation, negative press coverage, or the impact on IT Ops teams.

Other key findings include:

■ 65% of IT organizations still rely on monitoring approaches that are either siloed, rules-based or don’t cover the needs of their entire IT environment

■ 40% of IT organizations are flooded by more than 1 million event alerts each day, while 11% are swamped by more than 10 million alerts

■ 45% of IT organizations look to AIOps to analyze and determine the probable root cause of incidents and to predict future problems

“The results of roundtable discussions at AIOps Exchange reveal that enterprise IT teams are moving beyond simply controlling event alert traffic,” said Phil Tee, founder of the AIOps Exchange and CEO of Moogsoft. “Instead, large enterprises are ready for artificial intelligence and machine learning to move beyond the automation of routine tasks. AIOps needs to answer not just ‘what’ happened but ‘why’ and ‘how’. Root cause analysis and rapid incident resolution will allow IT Ops and DevOps teams to better serve customers with continuous service assurance.”

While 40% of those surveyed say AIOps replaces legacy approaches to IT Event Management, 20% believe it also has a positive impact on Configuration Management — an especially important discipline for effective DevOps. 91% of AIOps Exchange participants have adopted DevOps in one or more teams in their IT organization.

“Today, the number of alerts that IT teams face every minute has moved beyond human scale,” said Charles O’Keefe, VP, Enterprise Monitoring and Engineering at American Express, and keynote speaker at the AIOps Exchange. “AIOps technology has allowed us to not only ingest and normalize the data we receive but better yet, enrich the events. Additionally, we can dispatch to de-duplicate events, utilize machine learning to correlate data, and refine the models. It has truly made a difference in our day-to-day operations efficiencies.”

Methodology: AIOps Exchange participants comprised nearly 100 IT executives (from manager level to C-suite) representing large enterprise organizations. Industries that were represented include financial services, transportation, technology, education, and healthcare.

84% of those surveyed claimed an active role in determining the future of AIOps at their organization, while 68% had active AIOps projects underway.

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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 ...