ServiceOps 2025: The Human-AI Alliance Driving Next-Gen IT Service Delivery
Category: On-Demand WebinarOver the past 15 years, IT service delivery has evolved from reactive problem-solving to intelligent, predictive, and value-driven operations. The next phase—anchored in what Enterprise Management Associates (EMA) defines as ServiceOps—unites human-centered visibility and observability with AI, AIOps, automation, and agentic AI to make IT services faster, smarter, and more aligned with business outcomes.
EMA’s new report, Redefining Modern Service Management: ServiceOps, ESM, and the Rise of AI-Powered Services, based on a global survey of 200+ IT leaders, explores how organizations are adapting to both the challenges and opportunities of an AI-driven enterprise landscape.
To better understand this evolution, EMA surveyed service delivery leaders and practitioners across industries to examine how they define their roles, the tools they use, and how they collaborate. Seventy-seven percent reported either active initiatives to improve service and operations collaboration or established ServiceOps teams combining both functions.
Join Parker Hathcock, Research Director at EMA, for key findings, including:
- Top obstacles now confronting ServiceOps and enterprise service management (ESM)
- Why IT teams report rising frequency and cost of outages, and how they plan to reverse the trend
- How IT services are now evenly defined by technologies and business functions (50/50)
- Which GenAI capabilities ServiceOps practitioners see delivering the greatest value
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