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ITOps and ITSM are ripe for CIOs looking to adopt GenAI

4 min read
Time Indicator

by Sam Osborn | Jan 16, 2025

In a recent webinar, BigPanda CEO Assaf Resnick noted that for the last 15 years, CIOs staked their reputations on how effectively they could move their enterprises to the cloud. Assaf predicts CIOs will focus on integrating generative AI into their enterprises over the next 10 years to deliver tangible business value.

IT operations (ITOps) and IT service management (ITSM) offer significant opportunities to incorporate AI to enhance and accelerate their processes. Historically, ITOps is a cost center that relies heavily on manual, resource-intensive processes to function. Advances in GenAI have the potential to transform ITOps and ITSM and bring orders of magnitude improvements in efficiency and capability.

Adopting GenAI is critical for modernizing ITOps

AI is rapidly transforming the IT operations landscape. A year ago, generative AI was relatively new territory for ITOps professionals. CISOs, CIOs, and CTOs were beginning to define and understand these technologies’ potential use cases and impacts.

Since then, AI adoption has accelerated dramatically. According to research from Enterprise Strategy Group, 85% of organizations either use or plan to deploy AI across areas that include IT operations. IT organizations that have focused on integrating AI and automation into their operations have seen overwhelmingly positive results.

“Organizations that have put in automation are very pleased with the outcomes,” saidJon Brown, senior analyst at Enterprise Strategy Group. “Those using AI in production, many of whom are BigPanda customers, are thrilled with the results.”

IT operations remain highly complex, but IT industry professionals are optimistic about the potential benefits of GenAI. Among the respondents to the ESG survey, 92% report that GenAI will allow them to scale IT operations without adding headcount.

ESG identifies the following as the top three use cases for AI adoption in ITOps:

Adopting GenAI helps ITSM teams accelerate incident management and improve productivity

How your customers relate to and experience your brand is directly tied to the availability and performance of your digital services. Unplanned IT outages can cost large enterprises up to $1.5M per hour. Unexpected downtime can harm revenue, frustrate customers, and negatively affect brand reputation. Incorporating GenAI into your ITSM processes can help your organization resolve issues faster and ensure reliable, seamless customer experiences by:

  • Providing your incident management teams with complete situational awareness to accelerate investigation, improve decision-making, and resolve issues faster.
  • Dramatically accelerating root cause analysis and reducing mean time to resolution (MTTR) by up to 50%.
  • Reducing end-user ticket volume by identifying and eliminating repeat incidents.

By effectively incorporating GenAI into their ITSM processes, CIOs can ensure that business services and applications perform at their highest levels, minimizing the risk of SLA penalties. Their teams will be more productive, and their customers will enjoy seamless access to their products and services.

“By leveraging BigPanda, we can ensure the highest level of availability,” said Alvin Smith, vice president of global infrastructure and operations at IHG Hotels & Resorts. “BigPanda ensures that we are aware of issues in our IT environment and can resolve them quickly.”

AI will continue to transform ITOps and ITSM

BigPanda uses advanced GenAI to help ITOps and ITSM teams detect, triage, investigate, and resolve incidents faster, minimize downtime, and ensure critical services remain available.

“BigPanda gets us to the root cause of an incident quicker, which improves mean time to resolution (MTTR), said Jon Moss, head of edge software engineering at Zayo. “This helps us deliver a better customer experience and scale using technology, not headcount.”

It’s an exciting time for the IT industry. By taking advantage of the rapid advances in AI, CIOs can implement systems to improve service availability, resolve incidents faster, and operate far more efficiently.

Next steps

To learn more about how AIOps will transform IT operations in the coming year, check out our webinar on The top AIOps predictions for 2025.

You can also discover Gartner’s predictions for how to prepare your organization for AI innovation in 2025 in their report, Gartner’s Top Strategic Predictions for 2025 and Beyond: Riding the AI Whirlwind.