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ServiceOps 2025: The Human-AI Alliance Driving Next-Gen IT Service Delivery

Based on a global survey of 200+ IT leaders, this new research explores how organizations are adapting to both the challenges and opportunities of an AI-driven enterprise landscape.

Explore our coverage areas

Cloud Development
Cloud Management
IT Service/Operations (ServiceOps)
Information Security, Risk, and Compliance Management 
Intelligent Automation
Network Infrastructure and Operations 

Our Analyst Team

Vice President of Research

Chris Steffen

Chris has over 25 years of industry experience as a noted information security executive, technical evangelist and presenter, focusing on IT and information security management/leadership, cloud security and regulatory compliance. He has had a variety of non-technical professional roles, with his technical career starting in the financial services sector at a credit reporting company, building the technical operations group and the security/compliance practices before leaving as the Principal Technical Architect. He has been the Director of Information Technology for a manufacturing company and the Chief Evangelist for several large technical companies, focusing on cloud security and cloud application transformation. Chris also held the position of CIO of a financial services firm, overseeing the technology-related functions of the enterprise.

President and COO

Dan Twing

As President and COO of Enterprise Management Associates, Dan develops and executes strategic market research, delivers value to IT organizations through consulting engagements, and directs product developments and marketing efforts. Dan has over 30 years of experience in information systems, software development, and technology outsourcing.

Research Director

Ken Buckler

Ken has over 15 years of industry experience as a noted information and cybersecurity engineer, software developer, author, and presenter, focusing on big security data analytics and Federal Information Security Management Act (FISMA) and NIST 800-53 compliance. Focusing on strict federal security standards, Ken has consulted with numerous federal organizations, including Defense Information Systems Agency (DISA), Department of Veterans Affairs, and the Census Bureau.

Vice President of Research

Shamus McGillicuddy

Shamus leads the network infrastructure and operations practice at Enterprise Management Associates (EMA). His practice focuses on all aspects of managing enterprise networks, including network automation, AIO-driven network management, network observability, multi-cloud networking, and WAN transformation.

Research Director

Parker Hathcock

Parker leads the IT and business services practice at Enterprise Management Associates (EMA), focusing on the convergence of IT service management (ITSM), enterprise service management (ESM), IT operations management (ITOM), AIOps, asset management, end-user experience, and business outcomes.

Free Resources

2026 Enterprise Management Associates (EMA) Research Calendar
Featured 10/10/2025

2026 EMA Research Calendar

We’re pleased to share the 2026 EMA Research Calendar, featuring flagship studies, PRISM and Radar r…
By EMA
2025 Vendor Vision Black Hat Edition
Other 07/22/2025

Vendor Vision 2025 Black Hat Edition

The Vendor Vision report showcases the eight trailblazing security companies with a presence at the …
2025 EMA Vendors to Watch: Information Security, Risk, and Compliance Management
Vendor to Watch 06/02/2025

EMA Vendor to Watch: Lumu

Lumu Empowers Modern Security Teams with Comprehensive SecOps Platform.
Vendor Vision 2025, small
Other 04/16/2025

Vendor Vision 2025

The Vendor Vision report showcases the twelve trailblazing security companies exhibiting at the 2025…