2020 Is the Year of AIOps
Juan Perez | February 13, 2020

451 Research Senior Analyst Nancy Gohring and Moogsoft EMEA CTO Will Cappelli outlined market opportunities and challenges during their instructive webinar “AIOps Predictions 2020.”

451 Research Senior Analyst Nancy Gohring and Moogsoft EMEA CTO Will Cappelli outlined market opportunities and challenges during their instructive webinar “AIOps Predictions 2020.”

Enthusiasm over AIOps’ potential to tame IT complexity will grow in the coming years, and its adoption will increase, as the technology steadily improves and further proves its efficacy. However, AIOps vendors and end users will also have to address challenges, such as workplace culture adjustments and mismatched technology expectations.

Those are some key AIOps trends discussed in the recent webinar “AIOps Predictions 2020” by Moogsoft EMEA CTO Will Cappelli and 451 Research Senior Analyst Nancy Gohring. Below we summarize some of the webinar’s highlights. To listen to the full webinar, click here.

What’s Driving Interest in AIOps?

Interest in AIOps has boomed in recent years, as businesses rely more and more on software, and feel an urgency to improve their digital services. This “need for speed” leads organizations to adopt IT innovations, but there’s a downside: IT environments become difficult to monitor.

“When you have these complex, dynamic technology environments, ops gets harder,” Gohring said. In a 451 Research survey, 75% of respondents said IT operations and maintenance take up too much time, shortchanging new IT-enabled business projects.



Developers spend too much time maintaining apps, instead of doing more valuable development work.

That’s why AIOps has drawn the interest of IT Ops and DevOps teams looking for help with identifying, diagnosing and resolving IT issues before they turn into outages. “All of these things are contributing to people’s interest in AI and ML in IT monitoring tools, insofar as they can take some of the burdens off of development and ops teams,” she said.

The Maturation of AI and ML for IT Monitoring

Over the past five years, the application of AI and ML for IT monitoring and observability has greatly advanced, Gohring said.



Last year, for example, there were big advances in identifying the root cause of issues, an area where Gohring expects to see continued progress. “Bringing in causation was a really important step that became much more useful to end-users,” she said.

Currently, there’s a mix of hope and skepticism among organizations interested in AIOps. When asked about their main expectations, 451 Research survey respondents listed improved efficiency, ticket reduction, and faster remediation.



However, there’s also ambivalence, with a tepid 20% of respondents strongly agreeing that AIOps can simplify IT management. Cappelli agreed, pointing out that despite much promise and enthusiasm, “there’s a large percentage of the market that still needs to acquire more trust in the technology.”

AIOps Impacts IT Staffers

Beyond questions about technology, AIOps adoption also affects how developers and operators work, Gohring said. An IT manager recently told her that they’ve had to re-think their operators’ roles — from being “alert babysitters” to being “analysts” of what’s happening.

“Adopting these new tools has a big impact on the culture, the required skills, the organizational model,” Gohring said.

What’s in Store?

To close out the webinar, Gohring and Cappelli outlined key developing trends, including:

  • Comfort with AI and ML will drive automation

Gohring sees a growing trust by IT Ops and DevOps teams on automatic remediation capabilities, driven by AIOps’ improvement in pinpointing problems’ root causes.

  • The skills gap will be a persistent problem

This issue is compounded by the fast changes in technology, low training budgets, and lack of a formal AIOps certification. Gohring suggests enterprises give staff time to network with peers internally and externally to acquire the needed skills and expertise.

  • AIOps will become a technological enabler of ITIL 4

The interplay between AIOps and ITIL 4, released last year, will be important for IT Ops teams, Cappelli said. “Although there isn’t an explicit calling out of AIOps in ITIL 4, many of its prescriptions are very compatible with AIOps,” he said.

  • DevOps teams will warm up to AIOps.

The DevOps community has been skeptical of AIOps but it will realize that they need AI and ML to maintain their desired pace of code development, release, and troubleshooting, Cappelli said.

To listen to the full webinar, click here. To read an edited transcript of the Q&A portion of the webinar, click here.

Moogsoft is a pioneer and leading provider of AIOps solutions that help IT teams work faster and smarter. With patented AI analyzing billions of events daily across the world’s most complex IT environments, the Moogsoft AIOps platform helps the world’s top enterprises avoid outages, automate service assurance, and accelerate digital transformation initiatives.
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Juan Perez

Longtime tech journalist turned digital marketer, Juan is now Moogsoft's lead content machine.

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