Enterprise Management Associates (EMA™), a premier IT research and consulting firm, has published a new report titled “Redefining Modern Service Management: ServiceOps, ESM, and the Rise of AI-Powered Services,” authored by research director Parker Hathcock. The study analyzes how ServiceOps has evolved from traditional IT service delivery into a strategic, integrated discipline leveraging technical convergence, collaboration, automation, and AI to manage escalating complexity.
Parker Hathcock notes: "The 2025 survey shows that complexity is accelerating faster than ever, but the organizations that pair automation, AIOps, and shared visibility are turning that complexity into a competitive advantage."
Over the past five years, ServiceOps has shifted from reactive, siloed IT workflows to a proactive, cross-functional approach that aligns IT and business services. EMA’s survey of IT leaders highlights this operational reality: 77% have either implemented collaborative service and operations teams or are actively pursuing them.
The report examines critical adaptations, including tools for service delivery, outage management, resilience strategies, and bridging gaps in technology, skills, and responsibilities. It also outlines expectations for AI-driven advancements in service management.
Key findings underscore the urgency of transformation:
By embedding AIOps, agentic AI, and shared observability, leading organizations are not just managing services—they are leveraging them for strategic advantage, ensuring resilience and efficiency in a multi-cloud, hybrid environment.
The independent research, sponsored by Virima (a leader in IT discovery, CMDB, ITAM, and service mapping) and Xurrent (an AI-powered service and operations management platform), offers actionable insights for IT executives navigating this convergence.
A detailed analysis is available in the full report, with a free webinar featuring Parker Hathcock on December 2 to discuss implications for enterprise IT.
About EMA
Founded in 1996, EMA is a leading IT research and consulting firm dedicated to delivering actionable insights across the evolving technology landscape. Through independent research, market analysis, and vendor evaluations, we empower organizations to make well-informed technology decisions. Our team of analysts combines practical experience with a deep understanding of industry best practices and emerging vendor solutions to help clients achieve their strategic objectives. Learn more about EMA research, analysis,
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