The State of IT Service Delivery: Next-Generation Technologies Force Change
July 25, 2018

Steve Francis
LogicMonitor

Share this

As IT service delivery solutions change, organizations are looking to next generation technologies (NGTs) to increase efficiency and deliver a better customer experience. Specific technologies like "cloud-to-the-edge" and artificial intelligence (AI), as well as marketplace shifts like the proliferation of the subscription economy and the importance of Digital Transformation (DX), necessitate action for organizations to keep pace with their competitors.

Only 20 percent of participants do not plan to modernize their IT service delivery solution

To examine the current state of IT service delivery – and anticipate where it leads next – LogicMonitor polled nearly 100 ServiceNow Knowledge18 attendees and LogicMonitor customers for the State of IT Service Delivery survey. The results are clear: IT service delivery is evolving, with 80 percent of the survey participants already implementing or planning to implement a modern IT solution, shortly. Only 20 percent of participants do not plan to modernize their IT service delivery solution.

What’s facilitating this shift? Early-movers indicate they’re driven by the need to increase efficiency (80 percent), improve decision-making (76 percent), and offer a better customer experience (76 percent).

We also found that organizations are approaching this new State of IT Service Delivery in a common fashion: Next-Generation Technologies and monitoring.

Next-Generation Technologies Force Change

NGTs are impacting a wide spectrum of industries. Respondents identified four key NGTs enhancing their IT service delivery capabilities:

■ 60% see cloud-to-the-edge improving efficiency by processing at the edge of the network

■ 60% anticipate the effect the expansion of subscription economy will have on IT service

■ 57% believe that AI will deliver a better customer experience by automating routine error responses and improving time to resolution

■ 56% see digital transformation (DX) having a major effect on the IT process holistically. DX will reimagine the IT process and improve important customer touchpoints

As organizations anticipate the effect these NGTs will have, it’s crucial for them to track their system’s performance. 76 percent of survey participants believe an improved customer experience is a key reason they’re investing in IT service delivery, which can be threatened by system errors and outages caused by a botched NGT integration. As a result, businesses must focus on system monitoring.

Monitoring is Vital

Effective monitoring leads to increased efficiency, improved decision-making, and a better customer experience

84 percent of survey participants recognize the value that properly monitoring devices, apps, and services can have for a successful IT service delivery solution. Effective monitoring leads to increased efficiency, improved decision-making, and a better customer experience – the key reasons organizations are investing in IT service delivery in the first place.

Clearly monitoring is important, but what does good monitoring entail? Participants outlined the primary types of monitoring vital to IT service delivery: infrastructure performance monitoring, app performance monitoring, and log management.

Further, respondents described two key features of a monitoring solution: 82 percent list context-rich alerts designed to create a straightforward response process as crucial, and 77 percent want automated synchronization between the CMDB and the monitoring platform.

Approaching the New State of IT Service Delivery

NGTs are transforming how IT Service Delivery processes work. To keep pace with competitors in the evolving marketplace, companies should embrace these technologies and invest in effective monitoring processes to ensure the best customer experience possible.

Steve Francis is the Founder of LogicMonitor
Share this

The Latest

May 23, 2019

The first word in APM technology is "Application" ... yet for mobile, apps are entirely different. As the mobile app ecosystem is evolving and expanding from pure entertainment to more utilitarian uses, there's a rising need for the next generation of APM technology to stay ahead of the issues that can cause apps to fail ...

May 22, 2019

For application performance monitoring (APM), many in IT tend to focus a significant amount of their time on the tool that performs the analysis. Unfortunately for them, the battle is won or lost at the data access level. If you don’t have the right data, you can’t fix the problem correctly ...

May 21, 2019

Findings of the Digital Employee Experience survey from VMware show correlation between enabling employees with a positive digital experience (i.e., device choice/flexibility, seamless access to apps, remote work capabilities) and an organization's competitive position, revenue growth and employee sentiment ...

May 20, 2019

In today's competitive landscape, businesses must have the ability and process in place to face new challenges and find ways to successfully tackle them in a proactive manner. For years, this has been placed on the shoulders of DevOps teams within IT departments. But, as automation takes over manual intervention to increase speed and efficiency, these teams are facing what we know as IT digitization. How has this changed the way companies function over the years, and what do we have to look forward to in the coming years? ...

May 16, 2019

Although the vast majority of IT organizations have implemented a broad variety of systems and tools to modernize, simplify and streamline data center operations, many are still burdened by inefficiencies, security risks and performance gaps in their IT infrastructure as well as the excessive time it takes to manage legacy infrastructure, according to the State of IT Transformation, a report from Datrium ...

May 15, 2019

When it comes to network visibility, there are a lot of discussions about packet broker technology and the various features these solutions provide to network architects and IT managers. Packet brokers allow organizations to aggregate the data required for a variety of monitoring solutions including network performance monitoring and diagnostic (NPMD) platforms and unified threat management (UTM) appliances. But, when it comes to ensuring these solutions provide the insights required by NetOps and security teams, IT can spend an exorbitant amount of time dealing with issues around adds, moves and changes. This can have a dramatic impact on budgets and tool availability. Why does this happen? ...

May 14, 2019

Data may be pouring into enterprises but IT professionals still find most of it stuck in siloed departments and weeks away from being able to drive any valued action. Coupled with the ongoing concerns over security responsiveness, IT teams have to push aside other important performance-oriented data in order to ensure security data, at least, gets prominent attention. A new survey by Ivanti shows the disconnect between enterprise departments struggling to improve operations like automation while being challenged with a siloed structure and a data onslaught ...

May 13, 2019

A subtle, deliberate shift has occurred within the software industry which, at present, only the most innovative organizations have seized upon for competitive advantage. Although primarily driven by Artificial Intelligence (AI), this transformation strikes at the core of the most pervasive IT resources including cloud computing and predictive analytics ...

May 09, 2019

When asked who is mandated with developing and delivering their organization's digital competencies, 51% of respondents say their IT departments have a leadership role. The critical question is whether IT departments are prepared to take on a leadership role in which collaborating with other functions and disseminating knowledge and digital performance data are requirements ...

May 08, 2019

The Economist Intelligence Unit just released a new study commissioned by Riverbed that explores nine digital competencies that help organizations improve their digital performance and, ultimately, achieve their objectives. Here's a brief summary of 7 key research findings you'll find covered in detail in the report ...