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

What This Report Is About

ServiceOps is defined as a technology-enabled approach to frictionless collaboration between IT services and operations. This framework captures the dynamic shift where IT service management (ITSM), IT operations management (ITOM), and Enterprise Service Management (ESM) converge to deliver measurable business outcomes.

This transformation is being aggressively accelerated by the fact that AI, AIOps, and automation redefine visibility, accuracy, and response times across increasingly complex hybrid estates. Evidence shows this convergence has moved from theory to operational reality, with 56% of IT leaders reporting an active ServiceOps initiative or established function.

Who This Report is For

This report is essential for IT leaders seeking to increase efficiency, collaboration, and shared success by actively bridging silos between IT Service teams, Operations teams, and the broader business.

• For IT Service Management (ITSM) Professionals: Learn how AI is central to improving the service desk, with top goals being automated ticket triage, routing, and problem resolution suggestions. ServiceOps enables the expansion of ITSM principles across non-IT business units like HR (67%) and Finance (63%) through Enterprise Service Management (ESM).
• For IT Operations (ITOps) Professionals: Understand the critical shift toward predictive operations, driven by AIOps which helps detect anomalies, forecast potential issues, and reduce major incidents. The ability to prevent outages relies on combining continuous discovery, visualization, and AI-driven analytics, which are key to ServiceOps success.

ServiceOps acts as the bridge between silos, providing the necessary framework for cross-functional collaboration and bringing IT service and operations together for mutual success. This alignment extends across the enterprise via ESM, with 78% of the panel actively implementing or exploring this expanded service management approach.

Why This Report Matters

The traditional, fragmented IT approach is being replaced by ServiceOps, which is a strategic requirement that transitions reactive service delivery into proactive, predictive, and self-correcting systems.

This report outlines how AI/AIOps serves as the connective tissue for ServiceOps functions, moving the focus from isolated IT efficiency toward measurable business outcomes.

Topics Covered in the Report

• ServiceOps Convergence and Strategy: The unification of ITSM, ITOps, and Enterprise Service Management (ESM) as the new, unified operational model.
• AI-Driven Transformation: The implementation and strategic priority of Artificial Intelligence, AIOps, and Predictive Capabilities for proactive actions, with 85% of leaders treating AIOps as a strategic initiative.
• Enabling Technologies: The foundational role of automation, real-time discovery, and modular platform integration required to achieve ServiceOps goals and support cross-functional workflows.
• Maturity and Outcomes: Key findings regarding ServiceOps and ESM adoption, maturity, and organizational outcomes, including the strategic use of Generative and Agentic AI in production.

Download the 2025 EMA Research Report now and secure your strategic plan for unified, intelligent IT delivery across the enterprise!

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