Cloud-to-the-edge, digital transformation (DX), artificial intelligence (AI), and the proliferation of the subscription economy will impact the future of IT service delivery according to The State of IT Service Delivery Survey conducted by LogicMonitor. Driving this shift will be next-generation technologies (NGTs) and performance monitoring.
LogicMonitor, the leading SaaS-based performance monitoring platform for Enterprise IT, sponsored the survey which polled 100 IT service delivery professionals at the ServiceNow Knowledge18 event, and current LogicMonitor customers to explore this topic. “Our customers continue to ask for guidance in planning their IT service delivery strategies,” said Jeff Behl, Chief Product Officer for LogicMonitor. “So we launched this survey to understand the dynamics fueling service delivery, and to provide our customers and prospects with the insights they need to plan for this shift.”
Next-Generation Technologies Lead the Way
Survey participants highlighted impactful NGTs that will fuel their ability to provide quality IT service delivery:
- 60 percent believe cloud-to-the-edge, data processing at the edge of the network, will improve IT efficiency
- 60 percent also believe the proliferation of the subscription economy will impact their IT service strategy
- AI will have a major impact as well according to 57 percent of surveyed respondents
- 56 percent believe DX will have significant implications
Monitoring is Critical
Seventy-six percent of respondents cite the delivery of a better customer experience as a key factor driving their IT Service Delivery investment. “Customer experience can be quickly degraded by faulty systems or errors produced by a poor NGT integration, so performance monitoring is crucial,” said Steve Francis, Founder and Chief Evangelist, LogicMonitor. “Organizations need an end-to-end monitoring solution that automatically monitors both on-premises and cloud-based infrastructure, as well as services, applications and even IoT devices to truly understand what’s going on, so they can implement and leverage these NGTs.”
Eighty-four percent of survey respondents listed the monitoring of devices, applications, and services as critical to successful IT service delivery. This makes sense since effective monitoring allows for improved efficiency, better decision-making, and a better customer experience.
Survey respondents also identified the core types of monitoring most important to IT service delivery: infrastructure performance monitoring, application performance monitoring, and log management. Finally, respondents described two core components of a monitoring solution: it should provide context-rich alerts so the response process is straightforward and efficient (82 percent), and automated synchronization between the monitoring platform and the CMDB (77 percent). “The LogicMonitor platform was built to monitor the technologies customers are using today and the NGTs they’ll implement to future-proof IT investment,” said Behl.