Gartner predicts the future
of IT operations
Mark Cleary, Senior Director Analyst, Gartner,
supports the idea of turning digital disruption
into infrastructure-led disruption as this leads
to business value.
I
nfrastructure and operations (I&O)
leaders have a unique opportunity in
deciding what role they will play when
Digital Transformation takes place within
the context of technology disruption:
Move to the forefront of infrastructure-
led disruption or remain custodians of
legacy infrastructure.
Traditional ITSM teams that do not
recognise or support these changes are
likely to become redundant. The key is to
redesign and optimise ITSM processes to
be adaptable for different circumstances
and meet key organisational objectives
(e.g. improve the time to market, decrease
cost of operation, and maintain stability
and resilience).
Infrastructure-led disruption
“Infrastructure-led disruption leads to
business value,” said Mark Cleary, Senior
Director Analyst at Gartner. “The days
of risk-averse cultures are being swept
away as I&O leaders recognise the value
of speed and agility in managing new
technology, new ways of working and
culture changes.”
Gartner predicts three things that will
support infrastructure-led disruption and
must be considered by I&O leaders to
evolve for the future:
Traditional IT service management
(ITSM) will be made redundant
Traditional I&O organisations are
facing pressure to adopt agile practices
to deliver greater value and better
adhere to compliance frameworks.
Current ITSM environments will face
similar pressure to develop a more
adaptable approach to delivering service,
challenging the status quo of risk-averse
and non-dynamic behaviour.
Business leaders will increasingly
rely on AIOps platforms for
decision making
AIOps is gaining relevance within the
enterprise to contextualise data coming
from multiple sources but its technology is
still emergent.
“Alongside improving I&O maturity and
skills, data quality will become a major
focus for the enterprise,” said Cleary.
“Enable I&O teams to leverage cross-
domain data through AIOps, including
customer data that can be overlaid with
data from other sources, to help identify
factors pertinent to the business.” ◊
Hybrid digital infrastructure
management (HDIM) emerges
As the realities of hybrid digital
infrastructures kick in, the scale and
complexity of managing them is becoming
a more pressing issue for IT leaders.
External services from colocation, cloud
providers, edge environments and the
Internet of Things (IoT) are being added to
the traditional data centre infrastructure.
HDIM addresses the key pain points of
operational process, skills and tools that
come with hybrid infrastructures. At
present, the HDIM market is in the very
early stages of development, but 20% of
enterprises are expected to use HDIM tools
to optimise workload placement by 2022.
Mark Cleary, Senior Director
Analyst, Gartner
The one-size-fits-all philosophy regularly
seen with ITSM, where every action is
made to fit a fixed set of procedural steps
regardless of business need, will no longer
be acceptable.
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Issue 12
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