Intelligent ITOps Services: Simplifying the complexity in IT Operations

January, 2023

The rising complexity of the hybrid IT landscape has increased enterprise demand for centralized IT infrastructure visibility, predictive event management, and multicloud governance. However, existing SaaS-based ITOps offerings too often only address specific IT operational issues such as network monitoring and service desk. This has resulted in increased business adoption of integrated ITOps platforms, using a best-of-breed  approach for faster deployment, unified monitoring, and reduced platform costs.

These emerging trends are covered in Intelligent ITOps Services 2022–2023 RadarView™. The report is a comprehensive study of intelligent ITOps services. It includes the current landscape and provides enterprise recommendations. It takes a close look at the leaders, innovators, disruptors, and challengers in this market.

Avasant evaluated 40 providers using three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of these, we recognized 24 as having brought the most value to the market during the past 12 months.

The report recognizes service providers in four categories:

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

Figure 1 from the full report illustrates these categories:

MoneyShot Intelligent ITOps Services 2022 2023 RadarView 1030x687 - Intelligent ITOps Services: Simplifying the complexity in IT Operations

“Enterprises are scaling IT transformation by automating more complex tasks,” said Chandrika Dutt, research leader at Avasant. “They are transitioning to self-healing IT environments that automate most L2 and L3 activities, including infrastructure monitoring and provisioning as well as application development and maintenance.”

The full report provides a number of findings and recommendations, including the following:

    • On-premises IT implementations continued to decline at a CAGR of 16% over the past two years, while SaaS adoption grew at a CAGR of 45% during the same period, attributing to 21% of the share in intelligent ITOps projects in 2022.
    • Over the past 12 months, digital workplace services have grown by 39% YOY. Manufacturing, banking, and healthcare were the sectors with the highest ITOps demand, primarily for remote centralized resource management, cloud-based workspace solutions, and virtual assistance.
    • Real-time visibility across service lines and business impact in a hybrid IT environment are crucial challenges for enterprises. This has increased enterprise adoption of centralized ITOps platforms by providers that unify cross-domain workflows and processes to reduce IT incidents and outages.

“With workers moving freely between remote locations and centralized offices, managing the digital workplace has become much more difficult,” said Anupam Govil, Avasant Partner and digital practice lead. “The only way forward is to leverage intelligent IT tools to monitor employee experience and keep them productive.”

The full report also features detailed profiles of 24 service providers, along with their solutions, offerings, and experience in assisting enterprises in their ITOps journeys.

This Research Byte is a brief overview of the Intelligent ITOps Services 2022–2023 RadarView™ (click for pricing).