Intelligent ITOps Services: Providers Scale AI-led Platforms to Strengthen IT Resilience and Autonomous Operations

Cross-domain orchestration needs and fragmented application environments have shifted enterprise ITOps toward stronger IT service and application management foundations. Enterprises are now using generative AI and AI agents to streamline incident handling, improve diagnostics, and support more consistent service quality. At the same time, rising observability and security gaps across cloud, application, and network layers are accelerating investments in AIOps, AI-native security operations, and SRE-led orchestration to maintain control across distributed environments.

Both demand- and supply-side trends are covered in Avasant’s Intelligent ITOps Services 2025-2026 Market Insights™ and Intelligent ITOps Services 2025-2026 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 41 service providers across two dimensions: practice maturity and future-proofing. Of the 41 providers, we recognized 28 that brought the most value to the market during the past 12 months.

The report recognizes service providers in five categories:

• • Leaders: Accenture, Capgemini, Cognizant, HCLTech, Infosys, LTIMindtree, TCS, and Wipro
  • Innovators: DXC, Hexaware, Kyndryl, Microland, Tech Mahindra, and Virtusa
  • Disruptors: Atos, CGI, Mphasis, NTT DATA, and Persistent Systems
  • Challengers: Happiest Minds, Movate, Neurealm, Sofftek, UST, and Zensar
  • Tech pioneers: BMC Software, Ivanti, and ServiceNow

Figure 1 below from the full report illustrates these categories:

“Enterprise IT initiatives continue to struggle with fragmented visibility across applications, networks, and cloud environments,” said Anupam Govil, partner and digital practice lead at Avasant. “This is accelerating the need for a unified observability fabric that contextualizes all telemetry, enabling proactive service assurance and reliable IT operations.”

The reports provide several findings, including the following:

• • About 61% of ITOps projects are centered on IT service and application management as enterprises focus on streamlining cross-domain service workflows, fixing fragmented application stacks, strengthening IT compliance, and meeting data-sovereignty requirements.
  • This growth is primarily being driven by banking, telecom, media and entertainment, and manufacturing sectors, which account for 50% of total ITOps implementations, focusing on IT threat observability, infrastructure performance optimization, and cloud cost optimization.
  • Rising operational complexity across IT service, application, and infrastructure layers is accelerating enterprise adoption of agentic AI, with 17% of implementations already in production to improve incident response, automate routine decisions, and strengthen service reliability.
  • Service providers are expanding their IT investments, primarily focusing on agentic AIOps, observability, SDLC automation, and DevOps intelligence. Additionally, they are collaborating with hyperscalers and platform vendors to deliver next-gen IT modernization through AI, cloud, and sustainability partnerships.

“As AI agents continue to become key enablers in ITOps workflows, the need for stronger governance and security controls continues to rise,” said Abhisekh Satapathy, senior analyst at Avasant. “Providers are implementing safeguards that validate agent outputs, oversee workflow triggers, and prevent unintended changes across production systems.”

The RadarView also features detailed profiles of 28 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 Avasant’s Intelligent ITOps Services 2025-2026 Market Insights™ and Intelligent ITOps Services 2025-2026 RadarView™ (click for pricing).