[EMA Report] ServiceOps 2025: Outages, AI, and What’s Next

Why download this EMA report

IT outages are increasing in both frequency and cost. EMA’s 2025 research shows that 32% of IT leaders are experiencing longer, more expensive outages—driven by rapid digital transformation, change velocity, and configuration drift. The report also highlights how AIOps, automation, and real-time visibility are helping teams reverse the trend and reduce MTTR.

This report gives IT teams a concise, data-backed view into what’s driving today’s service complexity—and how modern enterprises are responding.

What you’ll learn

• Why outages are rising—and how teams plan to reduce them
  Explore the top causes and the strategies high-performing IT orgs use to improve resilience.
  
• How IT services now split 50/50 between tech and business functions
  See why ServiceOps is shifting toward business-aligned service definitions.
  
• Which GenAI capabilities deliver the most value in ServiceOps
  Learn where GenAI is making the biggest impact—from ticket triage to dependency-aware insights.
  
• The top obstacles to ServiceOps and ESM maturity
  Understand the biggest blockers—legacy systems, data silos, governance—and how organizations overcome them.