#contactcenterworld, @manageengine
ManageEngine, an enterprise IT management division of Zoho Corporation, announced the results of its State of ITOM in 2023 study, which examined the trends observed in ITOM.
In today's digital landscape, providing a seamless customer experience (CX) has become a top priority for IT operations teams. They are increasingly turning to observability and AIOps to achieve this. However, the study found that organizations face several challenges while adopting both technologies.
The primary challenge with observability was a lack of understanding. More than 57% of the IT decision makers who responded stated that their organization was not fully familiar with the concept of observability. Similarly, more than 65% of respondents said their organizations lacked a proper understanding of AIOps and its use cases. Other common challenges include technical complexity, concerns about cost and return on investment, and lack of a clear implementation strategy. Organizations thus run the risk of not deriving the full value of observability and AIOps if they don't address the knowledge gaps that exist currently.
Customer expectations today have skyrocketed, leaving no room for the possibility of the slightest downtime or service disruption. To stay ahead, IT teams must ditch siloed management and embrace ITOps solutions with advanced AI- and ML-powered observability. In fact, 62% of the respondents said that a unified ITOM solution with observability and AIOps functions would help them to proactively identify performance bottlenecks.
"Despite the challenges, the benefits of observability and AIOps in delivering superior customer experiences and driving business growth are clear. As organizations continue to prioritize CX initiatives, they are likely to invest in these technologies. We are committed to providing world-class solutions that will empower ITOps teams in their journey," said Mathivanan Venkatachalam, vice president at ManageEngine.
#contactcenterworld, @manageengine
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About ManageEngine:
ManageEngine is in enterprise IT management software. The ManageEngine suite offers enterprise IT management solutions including Network Management, HelpDesk & ITIL, Bandwidth Monitoring, Application Management, Desktop Management, Security Management, Password Management, Active Directory reporting, and a Managed Services platform. ManageEngine products are easy to install, setup and use and offer extensive support, consultation, and training. More than 36,000 organizations from different verticals, industries, and sizes use ManageEngine to take care of their IT management.
Published: Friday, April 28, 2023
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