Intelligent ITOps Services: Service Providers Elevate ITOps with Generative AI Infusion

Over the past year, growing enterprise focus on unified IT observability, poly-cloud management, and workplace automation has driven increased demand for embedded site reliability engineering, generative AI digital assistants, FinOps-enabled cloud monitoring, and advanced workforce analytics. Consequently, service providers are enhancing their ITOps capabilities with centralized AIOps platforms and dedicated generative AI initiatives.

Both demand- and supply-side trends are covered in Avasant’s Intelligent ITOps Services 2023–2024 Market Insights™ and Intelligent ITOps Services 2023–2024 RadarView™, respectively. These reports present a comprehensive study of intelligent ITOps service providers and closely examine the market leaders, innovators, disruptors, and challengers.

We evaluated 33 service providers across three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of the 33 providers, we recognized 25 that brought the most value to the market during the past 12 months.

The report recognizes service providers in four categories:

• • Leaders: Accenture, Capgemini, Cognizant, HCLTech, Infosys, LTIMindtree, TCS, and Wipro
  • Innovators: Atos, DXC, Hexaware, Microland, and Tech Mahindra
  • Disruptors: CGI, Kyndryl, Mphasis, NTT DATA, Persistent Systems, and Virtusa
  • Challengers: GS Labs| Gavs, Happiest Minds, Movate, Softtek, UST, and Zensar

Figure 1 below from the full report illustrates these categories:

“Generative AI has evolved into a pivotal tool, acting as a key lever to enhance productivity within the enterprise landscape,” said Anupam Govil, partner and digital practice lead at Avasant. “While its impact on application development and service desks is already substantial, generative AI’s full potential in the AIOps domain is still unfolding.”

The reports provide several findings, including the following:

• • While application management remains the dominant focus in IT projects, digital workplace management (DWM) is emerging as the fastest-growing area of adoption. Notably, over the past two years, the DWM share has surged by an impressive 63%, reflecting heightened enterprise demand for real-time workforce visibility, automated IT software and hardware provisioning, and enhanced employee experience management.
  • Generative AI has become a major investment area for enterprises to enhance efficiency throughout the ITOps value chain. Enterprises and platform providers are proactively incorporating generative AI into critical domains such as application modernization, IT service desk, infrastructure monitoring, root cause analysis, enterprise knowledge management, and IT security.
  • In the last year, there has been a surge in enterprise IT demand for enhanced application visibility, service availability, and cloud infrastructure cost optimization. This surge in adoption has prompted platform providers to seamlessly integrate generative AI into their solution portfolios, spanning IT workflow and security management, cloud governance, data observability, and network automation platforms.

“Enterprises in manufacturing, banking, and retail sectors are at the forefront of ITOps services adoption,” said Abhisekh Satapathy, senior analyst at Avasant. “The increasing demand for IT/OT integration, embedded AI capabilities, sustainability, and network observability are key drivers shaping this trend.”

The Intelligent ITOps Services 2023–2024 RadarView^™ also features detailed RadarView profiles of 25 service providers, along with their solutions, offerings, and experience in assisting enterprises in their intelligent ITOps journeys.

This Research Byte is a brief overview of the Intelligent ITOps Services 2023–2024 Market Insights™ and Intelligent ITOps Services 2023–2024 RadarView™ (click for pricing).