Research Report

The Autonomous Enterprise: ServiceOps and the AI-Driven Unification of IT Delivery

204 IT leaders. 60+ survey questions. One definitive picture of where ServiceOps, ESM, and AI stand in 2025 — and where they're headed. This is EMA's most comprehensive ServiceOps research to date.

Research at a glance

204 qualified IT leaders surveyed across North America & the UK
60+ survey questions spanning ITSM, ITOps, ESM, AI, and automation
3rd consecutive year of EMA's annual ServiceOps longitudinal study
37 pages of benchmarks, findings, and strategic guidance for IT leaders

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63% of IT leaders say cross-functional processes and workflows are the single most important factor in unifying services and operations — yet siloed systems, data, and tools remain a top-3 obstacle for nearly 1 in 3 organizations.

— EMA Research Report, November 2025 (P. 12 & 26)

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Get answers to these questions and more:

Is your organization keeping pace with the ServiceOps and ESM convergence — or still operating with a framework built for a simpler time?

When an outage hits your distributed cloud environment, do you know exactly what it's costing the business — and what triggered it?

If 55% of IT organizations are already shifting from technology silos to business-function alignment, where does yours stand?

How mature is your ServiceOps practice compared to your peers — and is the gap between reactive recovery and true predictive prevention wider than you think?