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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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Many organizations assumed their infrastructure strategy was settled. It had been implemented, optimized and built into long-term plans. Recent changes in technology and vendor consolidation are forcing a second look. Cloud outages and licensing changes have exposed how much dependency exists on a small number of platforms. As a result, organizations are reevaluating whether those decisions still hold up under current conditions ...

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For years, production operations teams have treated alert fatigue as a quality-of-life problem: something that makes on-call rotations miserable but isn't considered a direct contributor to outages. That framing doesn't capture how these systems fail, and we now have data to show why. More importantly, it's now clear alert fatigue is a symptom of a deeper issue: production systems have outgrown the current operational approaches ...

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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

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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 ...

Many organizations assumed their infrastructure strategy was settled. It had been implemented, optimized and built into long-term plans. Recent changes in technology and vendor consolidation are forcing a second look. Cloud outages and licensing changes have exposed how much dependency exists on a small number of platforms. As a result, organizations are reevaluating whether those decisions still hold up under current conditions ...

Edge AI is strategically embedded in core IT and infrastructure spending across industries, according to the 2026 Edge AI Survey from ZEDEDA. The research shows that 83% of C-suite and IT executive respondents say edge AI is important to their core business strategy ...

As AI adoption accelerates, operational complexity — not model intelligence — is becoming the primary barrier to reliable AI at scale, according to the State of AI Engineering 2026 from Datadog ... The report highlights a compounding complexity challenge as AI systems scale ... Around 5% of AI model requests fail in production, with nearly 60% of those failures caused by capacity limits ...

For years, production operations teams have treated alert fatigue as a quality-of-life problem: something that makes on-call rotations miserable but isn't considered a direct contributor to outages. That framing doesn't capture how these systems fail, and we now have data to show why. More importantly, it's now clear alert fatigue is a symptom of a deeper issue: production systems have outgrown the current operational approaches ...

I was on a customer call last fall when an enterprise architect said something I haven't been able to shake. Her team had just spent four months trying to swap one AI vendor for another. The original plan said three weeks. "We didn't switch vendors," she told me. "We rebuilt half our integrations and discovered what we'd actually been depending on." Most enterprise leaders don't expect that to be the experience ...

Ask any senior SRE or platform engineer what keeps them up at night, and the answer probably isn't the monitoring tool — it's the data feeding it. The proliferation of APM, observability, and AIOps platforms has created a telemetry sprawl problem that most teams manage reactively rather than architect proactively. Metrics are going to one platform. Traces routed somewhere else. Logs duplicated across multiple backends because nobody wants to be caught without them when something breaks. Every redundant stream costs money ...

80% of respondents agree that the IT role is shifting from operators to orchestrators, according to the 2026 IT Trends Report: The Human Side of Autonomous IT from SolarWinds ...