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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.

Image removed.

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.

Image removed.

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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E-commerce is set to skyrocket with a 9% rise over the next few years ... To thrive in this competitive environment, retailers must identify digital resilience as their top priority. In a world where savvy shoppers expect 24/7 access to online deals and experiences, any unexpected downtime to digital services can lead to significant financial losses, damage to brand reputation, abandoned carts with designer shoes, and additional issues ...

Efficiency is a highly-desirable objective in business ... We're seeing this scenario play out in enterprises around the world as they continue to struggle with infrastructures and remote work models with an eye toward operational efficiencies. In contrast to that goal, a recent Broadcom survey of global IT and network professionals found widespread adoption of these strategies is making the network more complex and hampering observability, leading to uptime, performance and security issues. Let's look more closely at these challenges ...

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The pressure on IT teams has never been greater. As data environments grow increasingly complex, resource shortages are emerging as a major obstacle for IT leaders striving to meet the demands of modern infrastructure management ... According to DataStrike's newly released 2025 Data Infrastructure Survey Report, more than half (54%) of IT leaders cite resource limitations as a top challenge, highlighting a growing trend toward outsourcing as a solution ...

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AWS is a cloud-based computing platform known for its reliability, scalability, and flexibility. However, as helpful as its comprehensive infrastructure is, disparate elements and numerous siloed components make it difficult for admins to visualize the cloud performance in detail. It requires meticulous monitoring techniques and deep visibility to understand cloud performance and analyze operational efficiency in detail to ensure seamless cloud operations ...

Imagine a future where software, once a complex obstacle, becomes a natural extension of daily workflow — an intuitive, seamless experience that maximizes productivity and efficiency. This future is no longer a distant vision but a reality being crafted by the transformative power of Artificial Intelligence ...

Enterprise data sprawl already challenges companies' ability to protect and back up their data. Much of this information is never fully secured, leaving organizations vulnerable. Now, as GenAI platforms emerge as yet another environment where enterprise data is consumed, transformed, and created, this fragmentation is set to intensify ...

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