EMA Research Blog: Navigating IT and Security Horizons

IT professionals don’t need to be convinced that silos are a problem. Most of us have lived that reality: the service desk doesn’t have visibility into operations, operations teams aren’t looped in on service priorities, and tickets, alerts, and metrics are disconnected and delayed. Everyone works hard, often heroically, but coordination is reactive, and the gaps show up in ways that users and the business always notice.

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.