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Observability and AIOps Knowledge Gap Hinders Customer Experience Improvements

In today's digital landscape, providing a seamless customer experience (CX) has become a top priority for IT operations teams. They are increasingly turning to observability and AIOps to achieve this. However, a study conducted by ManageEngine — State of ITOM in 2023— found that organizations face several challenges while adopting both technologies.


The primary challenge with observability was a lack of understanding. More than 57% of the IT decision makers who responded stated that their organization was not fully familiar with the concept of observability.

Similarly, more than 65% of respondents said their organizations lacked a proper understanding of AIOps and its use cases.

Other common challenges include technical complexity, concerns about cost and return on investment, and lack of a clear implementation strategy.

Organizations thus run the risk of not deriving the full value of observability and AIOps if they don't address the knowledge gaps that exist currently.

Customer expectations today have skyrocketed, leaving no room for the possibility of the slightest downtime or service disruption. To stay ahead, IT teams must ditch siloed management and embrace ITOps solutions with advanced AI- and ML-powered observability, according to ManageEngine.

In fact, 62% of the respondents said that a unified ITOM solution with observability and AIOps functions would help them to proactively identify performance bottlenecks.

Survey Methodology: ManageEngine ran a survey polling more than 470 IT decision makers encompassing CIOs, CTOs, vice presidents, directors, IT administrators, IT managers, etc. to understand the state of ITOM in 2023. All the interviews were conducted using a rigorous, multi-level screening process to ensure that only eligible candidates were given the opportunity to participate.

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Observability and AIOps Knowledge Gap Hinders Customer Experience Improvements

In today's digital landscape, providing a seamless customer experience (CX) has become a top priority for IT operations teams. They are increasingly turning to observability and AIOps to achieve this. However, a study conducted by ManageEngine — State of ITOM in 2023— found that organizations face several challenges while adopting both technologies.


The primary challenge with observability was a lack of understanding. More than 57% of the IT decision makers who responded stated that their organization was not fully familiar with the concept of observability.

Similarly, more than 65% of respondents said their organizations lacked a proper understanding of AIOps and its use cases.

Other common challenges include technical complexity, concerns about cost and return on investment, and lack of a clear implementation strategy.

Organizations thus run the risk of not deriving the full value of observability and AIOps if they don't address the knowledge gaps that exist currently.

Customer expectations today have skyrocketed, leaving no room for the possibility of the slightest downtime or service disruption. To stay ahead, IT teams must ditch siloed management and embrace ITOps solutions with advanced AI- and ML-powered observability, according to ManageEngine.

In fact, 62% of the respondents said that a unified ITOM solution with observability and AIOps functions would help them to proactively identify performance bottlenecks.

Survey Methodology: ManageEngine ran a survey polling more than 470 IT decision makers encompassing CIOs, CTOs, vice presidents, directors, IT administrators, IT managers, etc. to understand the state of ITOM in 2023. All the interviews were conducted using a rigorous, multi-level screening process to ensure that only eligible candidates were given the opportunity to participate.

Hot Topics

The Latest

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

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 ...

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 ...

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 ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

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 ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...