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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.

Hot Topics

The Latest

Enterprises today operate in a real-time environment where uninterrupted access to trusted data has become a baseline expectation for users, applications and automated systems. Traditional DataOps models, built on manual effort and human triage, cannot keep pace with this always active demand. AI agents are emerging as the operational backbone, ensuring consistent data availability, reinforcing trustworthiness and enabling a level of scale that manual processes cannot achieve ...

For decades, trust in the digital workplace rested on familiar signals. We trusted faces on video calls, voices on the phone, and emails that appeared to come from people we knew. These cues felt human and intuitive. They anchored how decisions were made, approvals were granted, and access was authorized. AI-powered deepfakes have quietly broken that model ...

Cloud migration was supposed to be a one-way door. For most enterprises, it turns out it isn't. Cloud data repatriation is a real and growing trend. A new survey ... finds that 89% of organizations plan to expand their on-premises infrastructure footprint over the next two years — and 75% have already moved at least some workloads back from public cloud in the past 24 months. The findings point to a broad rethinking of where data belongs ...

Over the past few years, large language models (LLMs) have revolutionized the software industry. Given their ability to excel at multi-step reasoning, LLMs have helped enterprises streamline workflows and adapt to the unknown. However, employing such models comes with sky-high costs, latency issues, and limited flexibility. In the realm of IT operations, it is generally wiser to employ smaller, domain-specific models instead ...

For years, DevOps teams operated under a simple assumption: collect enough telemetry, and you can find and fix any problem. That assumption is breaking down. Modern enterprises now operate across microservices, hybrid cloud environments, APIs, Kubernetes, and highly automated delivery pipelines. Releases happen continuously, dependencies shift constantly, and failures spread faster than teams can diagnose them ...

New Relic surveyed IT and engineering leaders from the media and entertainment (M&E) sector to understand what's working — and where challenges persist with their observability practices. The findings reveal how M&E organizations are navigating rising platform complexity, audience expectations, and AI-driven change. Below are five takeaways that stand out ...

Let me start with something I've seen play out more times than I can count. A team hits a wall with the cloud. Costs creep up, then spike. Performance starts to feel inconsistent. Someone in finance asks a simple question like "why did this double?" and nobody has a clean answer ... Maybe this isn't the right place for everything. That realization feels like a breakthrough, like you've identified the problem. In reality, you've just identified the starting line ...

In MEAN TIME TO INSIGHT Episode 24, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses network observability tool sprawl ... 

In cloud-native systems, scaling is often as simple as moving a slider. For on-premise databases, the stakes are different. Over-provisioning hardware is expensive. Under-provisioning leads to performance bottlenecks that are difficult to fix once the equipment is in the rack ...

When most people think about cybersecurity, they picture firewalls, encryption, and access controls — technical tools designed to protect systems and data. But beneath the technology lies a deeper set of principles about trust, decision-making, and resilience ... The best leaders don't eliminate risk. They manage it intelligently. And in many ways, cybersecurity offers a surprisingly useful playbook for doing exactly that ...