EMA Research Blog: Navigating IT and Security Horizons

Artificial intelligence has reached a point where most small and midsize businesses (SMBs) no longer need to ask whether AI can deliver meaningful capabilities. They face a more practical question: Where can AI create meaningful business value, and how much responsibility should they trust it to assume?

Something has shifted in enterprise IT, and it’s not getting enough attention.

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.