Skip to main content

What is ServiceOps? A Research-Based Look at Why It's on the Rise

Valerie O'Connell
EMA

A working definition: ServiceOps is a technology-enabled approach to unifying IT service and IT operations management for excellence in delivery of digital business services.

Although the two teams have different charters and skillsets, IT service and IT operations are inextricable. There is no service without effective IT operations.

Reducing friction caused by overlap, gaps, conflicting organizational goals, and disjointed processes, ServiceOps is all about IT service to the business. It is people-centric, technology-enabled, and C-level endorsed. It's also on the rise.

Recent EMA field research found that ServiceOps is either an active effort or a formal initiative in 78% of the organizations represented by a global panel of 400+ IT leaders. It is relatively early but gaining momentum across industries and organizations of all sizes globally.

Benefiting IT service and operations equally, ServiceOps tends to be grassroots in origin, but is well supported and funded at the C-level. Both grassroots adoption and C-level support stem from the fact that ServiceOps directly addresses many of the highest-priority IT objectives and challenges, especially IT employee productivity, reduction in outage frequency/duration/impact, improved service, user experience, and cost-cutting.

ServiceOps runs on automation and AI/ML technology tracks already laid down in cross-functional workflows. Most of all, ServiceOps makes sense to the people doing the work because it is practical and slashes wasted time on both sides.

When EMA asked representatives from its global panel of ServiceOps leaders to rate its organizational impact, the results were almost universally positive.

What Impact Has ServiceOps Had on Your Organization?


In case anyone is wondering, participants were offered numerous less-than-positive responses. They don't show up on this chart because negative responses were simply not chosen.

ServiceOps has no downside. It uses technology that is already in place and well understood so additional investment is no impediment to adoption. Results are not only immediate, but important. Practitioners answered the question, "What are the results when service and operations are effectively unified (ServiceOps)?" with a virtual tie for first place:

■ Faster time to find and fix problems

■ Higher productivity and less wasted time

What organization doesn't want these results?

They are logical outcomes of ServiceOps, which turns out to be a codeword for effective collaboration and effortless cooperation.

A word about the name … there is no magic to the phrase "ServiceOps." It's not a product or a technology. It's not even a methodology. It's a common-sense use of existing resources toward a common goal, so the name doesn't matter. However, EMA anticipates that the name will become commonplace and well recognized because it is simple, and it accurately conveys its meaning in the same way that DevOps does for its sphere of function.

So, why does ServiceOps matter now?

■ It's happening now — either formally or informally

■ Its benefits can be amplified with organizational support and funding

■ Recognizing the trends and opportunities makes it possible to harness the momentum and maximize results

■ A chance to make a difference without disruption or tons of additional investment

■ The competition is moving forward

Details of this research and its findings are covered in a vendor-free webinar on April 4:Automation, AI, and the Rise of ServiceOps

Valerie O'Connell is EMA Research Director of Digital Service Execution

Hot Topics

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...

What is ServiceOps? A Research-Based Look at Why It's on the Rise

Valerie O'Connell
EMA

A working definition: ServiceOps is a technology-enabled approach to unifying IT service and IT operations management for excellence in delivery of digital business services.

Although the two teams have different charters and skillsets, IT service and IT operations are inextricable. There is no service without effective IT operations.

Reducing friction caused by overlap, gaps, conflicting organizational goals, and disjointed processes, ServiceOps is all about IT service to the business. It is people-centric, technology-enabled, and C-level endorsed. It's also on the rise.

Recent EMA field research found that ServiceOps is either an active effort or a formal initiative in 78% of the organizations represented by a global panel of 400+ IT leaders. It is relatively early but gaining momentum across industries and organizations of all sizes globally.

Benefiting IT service and operations equally, ServiceOps tends to be grassroots in origin, but is well supported and funded at the C-level. Both grassroots adoption and C-level support stem from the fact that ServiceOps directly addresses many of the highest-priority IT objectives and challenges, especially IT employee productivity, reduction in outage frequency/duration/impact, improved service, user experience, and cost-cutting.

ServiceOps runs on automation and AI/ML technology tracks already laid down in cross-functional workflows. Most of all, ServiceOps makes sense to the people doing the work because it is practical and slashes wasted time on both sides.

When EMA asked representatives from its global panel of ServiceOps leaders to rate its organizational impact, the results were almost universally positive.

What Impact Has ServiceOps Had on Your Organization?


In case anyone is wondering, participants were offered numerous less-than-positive responses. They don't show up on this chart because negative responses were simply not chosen.

ServiceOps has no downside. It uses technology that is already in place and well understood so additional investment is no impediment to adoption. Results are not only immediate, but important. Practitioners answered the question, "What are the results when service and operations are effectively unified (ServiceOps)?" with a virtual tie for first place:

■ Faster time to find and fix problems

■ Higher productivity and less wasted time

What organization doesn't want these results?

They are logical outcomes of ServiceOps, which turns out to be a codeword for effective collaboration and effortless cooperation.

A word about the name … there is no magic to the phrase "ServiceOps." It's not a product or a technology. It's not even a methodology. It's a common-sense use of existing resources toward a common goal, so the name doesn't matter. However, EMA anticipates that the name will become commonplace and well recognized because it is simple, and it accurately conveys its meaning in the same way that DevOps does for its sphere of function.

So, why does ServiceOps matter now?

■ It's happening now — either formally or informally

■ Its benefits can be amplified with organizational support and funding

■ Recognizing the trends and opportunities makes it possible to harness the momentum and maximize results

■ A chance to make a difference without disruption or tons of additional investment

■ The competition is moving forward

Details of this research and its findings are covered in a vendor-free webinar on April 4:Automation, AI, and the Rise of ServiceOps

Valerie O'Connell is EMA Research Director of Digital Service Execution

Hot Topics

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...