Organizations have been doing this for years, but in a service management silo or an operations management silo.Ī recent survey conducted by Hanover Research on BMC’s behalf shows that 73 percent of large enterprises are combining operations and service management teams into one. No one likes downtime or poor application/service performance, so being able to sort out problems or potential issues quickly is of utmost importance. The combination of the two environments with the context of AI can lead to a significant reduction in both the number and impact of incidents.” Why is it important?Īccording to Gartner, “The ability to quickly diagnose and resolve incidents is becoming paramount for many organizations as they develop and implement digital services.” The Gartner definition: “Service Operations is the convergence of the infrastructure and application monitoring environments with the ITSM incident management practice to create a quicker and more effective mechanism for diagnosing and resolving incidents. Gartner spells it out as “Service Operations,” which is primed to reach a plateau in two to five short years based on the chart above. But what’s that at the very beginning of the Innovation Trigger category?* Take a look: Gartner ® published its “Hype Cycle for ITSM, 2022,” showing what’s hitting peak inflated expectation (e.g., XLA), what’s in the Trough of Disillusionment (e.g., IT Service Catalogs), and where productivity is plateauing (e.g., Cloud Management Platforms).
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