20 IT Ops stats that matter

Although they have evolved over the years, IT operations practices that were originally designed for legacy data centers are increasingly expected to support complex applications distributed across on-premises, data center, and public cloud-hosted systems and service providers.

This trend is bringing big changes, and it's hard to keep up. That's why we assembled this curated list of  statistics, culled from analyst reports, vendor surveys, and other sources, that give you a quick snapshot of the massive transformation happening around legacy IT operations and infrastructure management practices.

Crunch these numbers to get a better sense of where things are with IT Ops, and where they will be headed over the next few years.

The State of Analytics in IT Operations

The IT operations alphabet soup

7.5%: Annual compound growth rate of the global IT operations and service management (ITOSM) market

By 2025, revenues from ITOSM tools, which help IT operations teams monitor, detect, and mitigate irregular and anomalous behavior on IT infrastructure and services, will reach $35.98 billion.

Source: Global IT Operations and Service Management Market Analysis & Trends 2017-2025 (Research & Markets)

$19.84 billion: Estimated size of the IT operations analytics (ITOA) market in 2022

Demand for tools that can help organizations retrieve, analyze, and extract value from IT operations data will grow at a compound annual rate of 36.5% over the next several years.

Source: Global IT Operations Analytics Market—Market Size Demand Forecasts, Industry Trends and Updates (2016-2022) (Resource and Markets)

1,000: Number of large organizations that will use intent-based networking systems (IBNSs)for planning, designing, implementing, and operating networks

As organizations digitize more of their operations, IBNSs, which use software to determine the appropriateness of network configurations, will become critical to their ability to improve network availability and agility.

Source: Top 10 Technology Trends Impacting Infrastructure & Operations for 2018 (Gartner)

40: Percentage of organizations expected to have strategically implemented an Algorithmic IT Operations (AIOps) platform to enhance performance monitoring by 2022

AIOps platforms that combine big data and machine-learning functions will support and partially replace many of today's data center monitoring, service desk, and automation processes.

Source: Gartner

$8.78 billion: Size of the IT service management market in 2021

The adoption of bring-your-own-device policies, the rise of big data and the Internet of Things, perceived ease of deployment, and the flexibility of subscription-based pricing models are driving demand for cloud-based ITSM services at a compound annual growth rate of 14.8%.

Source: Cloud-Based ITSM Market by Solution, Service, Vertical, & Region - Global Forecast to 2021 (Research & Markets)

$41.26 billion: Estimated size by 2022 of the remote infrastructure management market

The need to drive down deployment costs, reduce network and IT downtime, and improve capabilities for managing complex networks is driving the move to remote infrastructure management technologies. Through 2022, the market will grow at compound annual growth rate of 11.8%.

Source: Research and Markets

The growing influence of IT Ops

38.4: Percentage of organizations that take more than 30 minutes on average to resolve IT incidents impacting consumer-facing digital services

The role of IT Ops is getting more closely linked to the end-user experience—which is why the ability of operations teams to respond more quickly to incidents affecting customers is becoming more important. One indication: About 7 in 10 consumers abandon a slow or buggy digital app in in less than 15 minutes.

Source: State of Digital Operations (PagerDuty)

40.4: Percentage of respondents who identified the sales department as being the non-IT department most affected by IT Ops issues

Other lines of business heavily affected by IT service disruptions include R&D (38.7%), marketing (37%), finance (31%), production (27.9%), and customer service (26.3%). Nearly one-third (32.7%) reported that one hour of IT downtime costs them $1 million or more.

Source: State of Digital Operations (PagerDuty)

The impact of digital transformation

39.5: Percentage of more than 300 IT personnel in development and operations who feel that the rise in digitization has made capacity planning more difficult

Increased digitization is also resulting in IT Ops teams having to handle more data, learn new technologies, and manage more tools.

Source: State of Digital Operations (PagerDuty)

86: Percentage of respondents who said that by 2020 their organizations would require intelligent automation to keep up with business requirements

Rapid technological change, more stringent regulatory requirements, and other factors will make intelligent automation a necessity, not a luxury, over the next few years. Driving the trend is the potential for intelligent automation to free up skilled resources for higher-value work.

Source: Today’s State of Work: At the Breaking Point

The visibility challenge

72: Percentage of ITSM professionals who feel that their work is not sufficiently recognized by management

IT operations management roles are getting harder—and more critical to business success. But only one quarter of IT service management professionals feel their efforts get proper recognition from management. About 50% feel they get some, but not enough, and more than 20% feel underappreciated.

Source: ITSM Future Readiness Survey 2017 (ManageEngine)

70: Percentage of ITSM professionals who feel they are not sufficiently involved with their organization's DevOps practices

Despite broadening adoption of DevOps practices—and the palpable benefits enterprises are gaining from it—a majority of ITSM practitioners feel left out of the trend. Although DevOps includes operations, only 13% of ITSM staff say they are fully involved in their organization's DevOps activities; 70% say either that their involvement has been insufficient or that they have had no involvement at all.

Source: ITSM Future Readiness Survey 2017 (ManageEngine)

96: Percentage of respondents who believe the cloud is failing to deliver on expectations because of security and compliance issues, and too many point products for cloud management

Spiraling costs, however, are the biggest obstacle to effective cloud management. Sixty-nine percent of organizations surveyed said that they either spend "almost as much" or "more" on cloud tooling than they spend on cloud service itself.

Source: (Infographic) 2017 State of Cloud Infrastructure Operations (Fugue)

76: Percentage of respondents who believe that the complexity of the IT landscape is the biggest barrier to productivity among IT operations teams

Other major barriers included a reliance on manual processes (61%), a glut of tools (69%), the skills shortage (60%), and obsolete systems (62%).

Source: The Impact of Automation on IT Operations, Freeform Dynamics (for Fujitsu)

17: Percentage of businesses with fewer than 5,000 employees whose IT organizations are either tracking and managing against established SLAs or already achieving IT operational excellence and taking a role in driving business innovation

IT operations at more than 8 in 10 (83%) organizations are still either reactive (responding to individual user requests can challenges), efficient (having a systematic approach for solving issues), or proactive (many repetitive and remedial actions are automated).

Source: IT Operations Benchmark Survey 2017 (Kaseya)

Software-defined data center

21: Percentage of senior IT professionals who haven't heard of the term 'software-defined data center' (SDDC)

Nearly one-third (32%) are aware of the potential to use software to automate data center operations but don't fully understand it, while more than one-third (37%) get the idea. Ten percent have heard of SDDCs but assume it's just a marketing term.

Source: The Impact of Automation on IT Operations, Freeform Dynamics (for Fujitsu)

81: Percentage of IT operations teams that are building their SDDC on top of a VMware virtualization stack

More than half (51%) are also making significant use of Microsoft's Azure stack, while 31% are tapping open-source tools.

Source: The Impact of Automation on IT Operations, Freeform Dynamics (for Fujitsu)

16: Percentage of ITSM professionals who view the adoption of AI technologies as a job-killer

A majority of ITSM professionals are not too concerned about artificial intelligence posing a threat to their jobs. About 44% believe that AI will reduce ITSM jobs, but not too dramatically, while 32% don't see AI as a job threat at all.

Source: IT Service Management future readiness survey report (ManageEngine)

19: Percentage of organizations that include modernizing IT operations as part of their digital transformation strategy

IT operations services can help organizations in the digital transformation process, and there's a 72% overlap between the goals of IT operations and digital transformation leaders. Yet more than 8 out of 10 organizations continue to use IT Ops for purely tactical purposes.

Source: Modernizing IT Operations for Digital Economy Research Study (Digital Enterprise Journal)

55: Percentage of organizations that are deploying modern IT operations technologies to improve customer satisfaction

The digital transformation trend is giving IT operations teams the opportunity to leverage technology tools in a manner that lets them better communicate the value they bring to the business.

Source: Modernizing IT Operations for Digital Economy Research Study (Digital Enterprise Journal)

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