The lines between IT service management (ITSM) and AIOps are blurring. The Gartner® Hype Cycle for ITSM, 20241 discusses this exciting convergence.
Traditionally, ITSM has focused on structured processes and best practices. AIOps brings valuable new capabilities to service management, including automation, correlation, machine learning, and real-time insights. This convergence augments established ITSM frameworks and processes rather than replace them. Leveraging AIOps capabilities within your ITSM processes to:
- Enrich tickets with AIOps data: Include all the data your team needs for rapid resolution of every ticket, every time, including AI-powered context that simplifies manual tasks.
- Streamline incident management: Automate repetitive tasks and speed root-cause analysis for faster resolution.
- Predict and prevent issues: Use historical data and AI to identify potential problems before they occur and ensure service continuity.
- Enhance decision-making: Use data-driven insights to optimize resource allocation and prioritize actions based on real-time business impact.
The Gartner Hype Cycle for ITSM, 2024 dives into many relevant topics, including newer focus areas such as AI applications for ITSM, operations assistants, and service response.
Event intelligence solutions
As a part of this research, Gartner also updated relevant market definitions. Gartner now refers to AIOps platforms as Event Intelligence Solutions. The report authors, Siddarth Shetty and Chris Laske, state that “Last year’s AIOps platforms profile was renamed to ‘event intelligence solutions,’ which applies AI and machine learning (AI/ML) and data analytics at the event management level to help optimize the overall IT event management process.”
Gartner mentions BigPanda as a Sample Vendor in three use cases in the Hype Cycle for ITSM report, 2024:
- Operations Assistant
- Event Intelligence Solutions
- Service Response
We believe the reason for inclusion comes from BigPanda Biggy, our ITSM copilot currently in beta testing. Biggy is fine-tuned for operations in service management, offering a single AI-driven source of information instead of requiring teams to correlate information across multiple tool consoles. ITOps is at the core of service management, and Biggy supplies the right information to solve IT operations problems faster, more efficiently, and with greater predictability.
Biggy also supplies insights that help prevent future outages. For example, Biggy can immediately benefit the ITSM team by automatically creating post-incident review documentation.
Earlier this year, BigPanda hosted customers nationwide at our event, BigPanda 24. The event clarified the top-of-mind challenges shared by industry leaders. Communications issues came up most frequently in conversations about IT challenges. Leaders are looking for more efficient access to view and understand tickets.
A prevention-first mentality begins with proper context and communication, especially concerning the most urgent IT incidents. However, research shows the most significant contributor to lengthy mean time to resolution (MTTR) is waiting for data from other people. Response teams need better incident context to act quickly and effectively. Metrics, events, logs, and traces (MELT) data isn’t enough because the real problem isn’t technical; it’s a communication problem across siloed teams and functions. Our team developed the Biggy ITSM copilot to make these incidents more actionable and to streamline communication.
What is the Hype Cycle?
“Gartner Hype Cycles provide a graphic representation of the maturity and adoption of technologies and applications, and how they are potentially relevant to solving real business problems and exploiting new opportunities. Gartner Hype Cycle methodology gives you a view of how a technology or application will evolve over time, providing a sound source of insight to manage its deployment within the context of your specific business goals.”
The Gartner Hype Cycle for ITSM, 2024, “reflects the need to reimagine ITSM’s relevance in a progressive IT organization by showcasing innovations that challenge conventional ITSM practices that act as barriers to agility, speed and flow. Traditional ITSM practices like IT walk-up support, IT Support Live Chat and ITSM platforms have either been retired or reached their plateau.”
1Gartner®, Hype Cycle for ITSM, 2024, By Siddharth Shetty, Chris Laske, Published 17 June 2024
*Gartner Methodologies, Hype Cycle, https://www.gartner.com/en/research/methodologies/gartner-hype-cycle
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