Observability, AIOps Knowledge Gap Hinders Customer Experience Improvements

A flawless customer experience (CX) is now a primary objective for IT operations teams in the modern digital environment. To do this, they are increasingly using observability and AIOps. However, a ManageEngine study found that using both technologies presents a number of difficulties for businesses.

According to the State of ITOM in 2023 report, a lack of understanding was the main obstacle to observability. Observability is a notion that more than 57 percent of the IT decision-makers who replied said their company was not completely familiar with. Similarly, more than 65 percent of respondents claimed that AIOps and their use cases were not properly understood by their enterprises. Technical complexity, cost and ROI worries, and a lack of a defined implementation strategy are additional frequent difficulties. Therefore, if organizations don’t fill up the knowledge gaps that are now present, they run the danger of not utilizing observability and AIOps to their maximum potential.

Today’s customers have such high expectations that even the smallest interruption in service would be unacceptable. IT teams must abandon compartmentalized management and adopt ITOps solutions with cutting-edge AI and ML-powered observability if they want to stay competitive. In fact, according to 62 percent of the survey participants, an integrated ITOM solution with observability and AIOps features would make it easier for them to proactively find performance bottlenecks.

“Despite the difficulties, observability and AIOps have an obvious advantage in providing exceptional customer experiences and promoting business success. Organizations are likely to invest in these technologies as long as CX initiatives are given top priority. In order to support ITOps teams on their journey, we are committed to offering top-notch solutions, according to Mathivanan Venkatachalam, Vice President, ManageEngine.

Key findings from the study include:

·   In 2023, Observability and AIOps implementation will take up 45 percent of enterprises’ attention.

·   71 percent of large businesses are committed to giving customers a great digital experience.

·   The idea of observability is still unknown to 63 percent of large businesses.

·   50 percent of SMEs fail to develop a clear implementation strategy for AIOps.

·   In 2023, 83 percent of large businesses will give priority to moving to the cloud.