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"[On-Demand Research Webinar] ServiceOps 2025: The Human-AI Alliance Driving Next-Gen IT Service Delivery"

New EMA survey of 204 IT leaders reveals that ServiceOps has evolved into a unified operational approach combining IT service, ITOps, and ESM with AI, automation, observability, and cross-team collaboration to align IT delivery with business value

EMA’s new report, Redefining Modern Service Management: ServiceOps, ESM, and the Rise of AI-Powered Services, based on a global survey of 200+ IT leaders, explores how organizations are adapting to both the challenges and opportunities of an AI-driven enterprise landscape.

To better understand this evolution, EMA surveyed service delivery leaders and practitioners across industries to examine how they define their roles, the tools they use, and how they collaborate.

Watch this on-demand webinar featuring Parker Hathcock, Research Director at EMA, for key findings, including:

Top obstacles now confronting ServiceOps and enterprise service management (ESM)

• Why IT teams report rising frequency and cost of outages, and how they plan to reverse the trend
• How IT services are now evenly defined by technologies and business functions (50/50)
• Which GenAI capabilities ServiceOps practitioners see delivering the greatest value

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