IT operations can become chaotic as businesses become increasingly digital and infrastructure sprawls. And chaos means cost when manageability and observability headaches develop. Multi-cloud management, incident response, technology debt, and IT workloads are challenges across all industries and often hold organizations back from achieving their core business objectives.

AIOps is the process through which Human-powered IT progresses toward Machine-powered IT. Intelligent, automated operations accelerate profitable growth by reducing and redirecting costs to new value creation and revenue initiatives. Automating aspects of the operations side of technology initiatives allows service providers and customers to reclaim resources and focus on growing their business. In this way, AIOps increases service quality, efficiency, and agility, ultimately reducing operational workloads and empowering innovation.

This white paper, drawing on dedicated Managed Service Provider (MSP) research, explores current attitudes and intentions around IT operations, whether artificial intelligence and machine learning is being utilized, and trends amongst service providers supporting customer development. We reveal their approaches to managing customer infrastructure, and whether they are modernizing, monetizing, and maximizing margins through automation. Are MSPs expanding beyond traditional IT? Are they keeping a lid on customer costs? And, are they transforming fast enough to remain competitive?