IT Ops Leaders Agree: Service Interruptions Negatively Impact Customer Satisfaction and Retention
June 27, 2019
Share this

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.

Share this

The Latest

January 16, 2020

Gartner highlighted the trends that infrastructure and operations (I&O) leaders must start preparing for to support digital infrastructure in 2020 ...

January 15, 2020

Edge computing usage is starting to increase. The obvious follow-up question is, "So, what can I do with edge computing?" I'm glad you asked. There are lots of things you can do ...

January 14, 2020

Industry experts offer predictions on how Network Performance Management (NPM) and related technologies will evolve and impact business in 2020. Part 2 offers predictions about 5G and more ...

January 13, 2020

Industry experts offer predictions on how Network Performance Management (NPM) and related technologies will evolve and impact business in 2020 ...

January 09, 2020

With AI on the edge, companies will more easily monitor desktops, tablets and other end-user devices. AIOps will enable IT to guide employees on improving productivity from the applications installed on their devices while delivering greater visibility and control around the entire IT environment ...

January 08, 2020

2020 will see AIOps adoption going mainstream as use cases crystallize for improving IT efficiencies and supporting faster decision-making. Expect AI-enhanced automation to become smarter and more contextual, move towards the edge, and used increasingly for customer and user experience analysis. Yet there are significant challenges and cautions, which will shape AI's development in not only IT but across business and society ...

January 07, 2020

Industry experts offer predictions on how Digital Transformation will evolve and impact business in 2020 ...

January 06, 2020

Industry experts offer predictions on how ITSM and related technologies will evolve and impact business in 2020 ...

December 19, 2019

Industry experts offer predictions on how APM and related technologies will evolve and impact business in 2020. Part 6 covers log analysis and the cloud ...

December 18, 2019

Industry experts offer predictions on how APM and related technologies will evolve and impact business in 2020. Part 5 covers monitoring ...