IT BizOps

In a customer-centric enterprise, each process, technology and initiative is developed to improve the customer experience and build customer confidence. So, as technologies advance and customer needs change, businesses are shifting from providing personalized digital experiences to offering intelligent, self-created experiences. IT business operations lead this charge by creating autonomous operations that can make intuitive decisions and value chains, improve agility and reliability and deliver a perceptive customer experience. With the use of no-code platforms, artificial intelligence operations (AI Ops) and cloud-native platforms, IT teams are able to employ design thinking and co-creation support to facilitate faster, customer-centric innovation.

Enterprises are migrating across three horizons

Adapting to market dynamics: the three horizons
Show all horizons
Velocity, Variety, Volume



Key Patterns

  • Immersive, intelligent, self-created experiences
  • Cognitive, decentralized, smart contract-driven ecosystem processes
  • Autonomous operations
  • Agile business value chain spanning the entire ecosystem
  • Multi-cloud portable and interoperable applications, platforms and infrastructure
  • Agile business service management with BizDevOps, DevSecOps



Key Patterns

  • Personalized digital experiences
  • Predictive enterprise business processes
  • AI-driven intelligent automation
  • Agile, resilient enterprise with nimble processes, IT and people
  • Hybrid cloud with interoperable public and private cloud applications, platforms and infrastructure
  • Enterprise service management, DevSecOps



Key Patterns

  • Help desk, generic messaging
  • Integrated enterprise business processes
  • Task and robotic process automation
  • Agile IT
  • Resilient IT systems
  • Virtualized private cloud infrastructure with limited public cloud adoption
  • IT service management based on Information Technology Infrastructure Library (ITIL)

Business operations key trends across key technology domains

Digital Experiences

Trend 1

Conversational customer service and experience

Enterprises once relied on traditional channels like e-mails, the web and SMS messages to facilitate the digital experience. But these channels were siloed, which forced customers to complete their interactions within each channel. The need for collaboration led to new communication channels like Microsoft Teams and WhatsApp Business, which removed the silos and created a consistent omnichannel experience.

Trend 2

Micro feedbacks and nudges to continually enhance the user experience

Managing customer feedback and preferences via digital experience management fosters customer satisfaction and new business opportunities. The customer experience center is fast becoming a customer engagement center with proactive nudges, which combines the customer's data elements, past interactions and current preferences.

Business Process as a Service

Trend 3

Industry data exchanges and vertical/enterprise outcome-based platforms

More enterprises are adopting stack-based solutions to address industry problems. Delivered as a managed service, businesses utilize a domain with digital LEGO blocks and an operations approach. Evolving from function-focused transaction platforms on the cloud, these industry platforms now focus on touchless processing and enhanced customer experience.

Trend 4

Cognitive, extreme automation and digital worker management with a focus on risk and compliance

Enterprises are rapidly moving beyond rule-based automation and adopting AI/ML-based automation and managing an extended bot landscape. Digital is involved, so businesses are focusing on AI/ML-enabled monitoring and the prevention and control of risk and compliance.

AI Ops and Automation

Trend 5

Movement from simple runbook automation to a sentient digital workforce

As organizations begin to adopt cognitive automation, they find that a digital workforce can perform cognitive functions to help them move toward selflearning autonomous systems. A repository of bots can help accelerate this adoption because of the varied functions they can perform - from sensing an anomaly to resolving the failure and learning from the episode to improve the prediction.

Trend 6

Ticket triaging, solution prediction and auto resolution

A critical task in IT operations is to service tickets that either report failures or user requests. However, improper routing and miscategorization of tickets are typical challenges facing IT, resulting in delayed mean time to resolve (MTTR). Previously, deterministic automation routed the tickets to the correct assignee based on defined rules.

Agility and Innovation

Trend 7

Shift of innovation centers and rapid innovation delivery

With a fast-evolving ecosystem and advancements from crowdsourcing, businesses will inevitably embrace innovations beyond the enterprise walls. Enterprise-specific technology or business centers of excellence are still prevalent; however, a paradigm shift is happening to co-create the value with the non-enterprise entities.

Trend 8

BizDevSecOps to drive agility in business operations

The traditional touchpoints between business requirements and IT application delivery are changing. While embracing agility, enterprises are also adopting DevSecOps practices to deliver continuous app changes and ensure security compliance. The need for continuous value delivery is challenging businesses to adopt BizOps principles, using a more integrated and intelligent decision support system.

Resilient Ops

Trend 9

AI Ops-driven site reliability engineering and edge resiliency

Establishing a well-tested disaster recovery backup for data and applications is a necessity for organizations. Many industry verticals are moving from on-premise only to a combination strategy using hybrid cloud on the hosting side. Several organizations are also shifting to the reliability of cloud-native applications and adopting a multi-cloud strategy.

Trend 10

Integrated and ecosystem-level performance management is the way of the future

Application performance management providers helped enterprises monitor end-to-end applications across IT asset layers by assessing infrastructure availability, service responses and synthetic transaction monitoring.

Hybrid Cloud

Trend 11

SRE-driven, multi-cloud management to achieve operational efficiency and improved service availability

We see a paradigm shift in managing cloud operations as SRE-driven management offers more efficiency, productivity, better customer experience and improved availability.

Trend 12

Cloud-native technologies adoption to build platforms for accelerated innovation and speed to market

We are seeing enterprises adopting container platforms for developing their next generation business applications. Containers decouple underlying operating systems and infrastructure and enable developers to build applications on any platform. The technology also offers seamless migration of applications across the cloud without any remediation or downtime.

Service Management

Trend 13

Business outcomes become the new measure of service management

One of the key trends in service management is the move from IT SLAs to business KPIs. Most organizations face the watermelon effect. From the outside, their IT metrics are green, suggesting everything is positive. But from the inside, the business looks red, indicating end customers are not happy, and business is suffering as a result.

Trend 14

Going beyond IT service management to enterprise service management

Enterprises have seen the benefits of processes like ITIL that take a service-centric approach to IT functions to ensure that all lifecycle aspects are addressed systematically. Service management tools like ServiceNow and Remedy currently support enterprise corporate functions like HR, finance and facilities and are evolving to support more complex processes like supply chain, logistics and others that go beyond enterprise boundaries.

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