18 April 2024

The Future of IT Operations Management (Image by ITSM Tools)

The future of ITOM (IT Operations Management) in 2024 is characterised by several evolving trends that emphasise the need for IT teams to adapt and evolve in response to new technological advancements.

We’re all familiar with the fact that emerging ITOM practices can lead to more efficient management of IT resources, potentially reducing operational costs. 

However, ITOM trends, such as the adoption of AI, automation, cloud-centric operations, and cybersecurity advancements, directly affect how your businesses manage the IT infrastructure and services.

Your business can strategically leverage these technologies for improved performance and competitive advantage​​​​by staying informed.

And as ITOM evolves, it can open doors to new business models and markets. Business owners who stay abreast of these changes are better positioned to innovate, explore new opportunities, and grow their businesses in alignment with technological advancements​​​​.

This is particularly important in today’s dynamic business environment, where quickly adapting to changes can be crucial to business survival and success​​​​.

Therefore, we will talk about the future of ITOM and how we can still be in touch with those fast-changing updates.

1. Emergence of AIOps

AIOps integrates artificial intelligence and machine learning technologies with the complex demands of IT infrastructure, offering a proactive and efficient approach to managing IT operations.

In 2024, AIOps are anticipated to become a more defining force across all areas of IT, including IT service management, development, and business stakeholders.

Its self-learning algorithms will operate in real-time, proactively detecting and autonomously resolving incidents, and will be enhanced with sophisticated anomaly detection techniques. 

These capabilities enable the system to identify subtle deviations from operational norms, providing a more comprehensive view across complex, hybrid infrastructures​​.

One of the significant challenges with AIOps adoption has been the complexity and difficulty in learning how to use these platforms effectively. However, the integration of generative AI is expected to address this issue.

These features include tailored tutorials, practice environments, on-demand assistance, actionable feedback, illustrative support, customised learning modules, and instant code suggestions.

This integration will help users learn how to use AIOps software, increase user adoption, and reduce system complexity​​.

Furthermore, AIOps enhances ITOM practices by accelerating digital transformation and taking machine learning to the next level.

Machine learning algorithms in AIOps continuously learn and adapt to the business infrastructure, enabling operations to focus more on proactive management rather than programming.

This shift towards automated operations and predictive remediation is crucial for IT operations teams to respond more efficiently to incidents and manage IT systems more effectively​​.

And the good news is how incorporating AIOps into IT operations management best practices for small businesses can significantly improve their ability to manage their IT infrastructure more efficiently and proactively.

By leveraging AI and machine learning, small businesses can anticipate and resolve issues before they escalate, ensuring smoother and more reliable IT operations.

2. Automation at Scale

This trend is closely tied to the seamless integration of ITOM with DevOps practices.

In 2024, we expect significant advancements in this area, driven by adopting Configuration-as-Code (CaC) and enhanced DevOps pipelines.

Configuration-as-Code (CaC) is an innovative approach that treats system configurations the same way software code is treated. 

This means configurations are written in code format, stored in version control systems, and applied through automated processes. 

CaC is a key component of DevOps practices, enabling teams to manage complex systems more effectively and achieve high operational efficiency and reliability.

The adoption of CaC has been driven by the rise of cloud computing and the broader adoption of DevOps practices​​.

The DevOps and Cloud landscape 2024 will be characterised by a transformative shift toward greater automation, speed, and adaptability in Continuous Integration and Continuous Delivery (CI/CD) processes.

Advanced machine learning algorithms are expected to optimise code integration and deployment pipelines, leading to more intelligent decision-making and improving code quality.

Additionally, integrating Artificial Intelligence for IT Operations (AIOps) into the DevOps toolchain will automate incident response, predictive analysis, and root cause analysis, enhancing system reliability and performance​​.

Architecting DevOps pipelines for automation at scale is crucial for maintaining consistency across software development environments and ensuring faster feature delivery.

Automated DevOps pipelines provide greater visibility and observability, allowing teams to monitor metrics, identify problems, and implement fixes more efficiently.

This approach improves business value by adapting to market conditions and customer preferences and enhances team morale by enabling engineers to focus on innovation and creativity​​.

The concept of hyper-automation in ITOM refers to the integration of advanced technologies like Robotic Process Automation (RPA) for end-to-end automation.

This integration enables organisations to automate repetitive tasks, streamline workflows, and achieve greater operational efficiency.

Hyper-automation extends beyond basic automation by leveraging AI and machine learning to analyse vast amounts of data, make decisions, and perform complex tasks with minimal human intervention.

3. Cloud-Centric ITOM

The shift towards cloud-native IT operations is driven by the need for greater scalability and flexibility in managing IT resources and services.

Cloud-native environments allow organisations to leverage the inherent advantages of cloud platforms, such as automated scaling, robust disaster recovery, and streamlined deployment processes.

Managing ITOM in cloud environments offers several benefits. Firstly, cloud environments provide scalability, enabling organisations to adjust resources quickly based on demand.

This flexibility is crucial for handling varying workloads and can save costs as resources are used more efficiently. 

Secondly, cloud-native tools and services offer enhanced automation capabilities, reducing the time and effort required for routine IT management tasks.

This automation extends to monitoring, deployment, and security, allowing IT teams to focus on more strategic initiatives.

However, managing IT operations across multiple cloud platforms presents challenges. One significant concern is maintaining consistency and efficiency in these multi-cloud environments.

As your company adopts hybrid and multi-cloud strategies, you face the complexity of managing disparate systems and ensuring seamless integration​​​​.

To address these challenges, your company must adopt best practices for cloud-centric ITOM.

These include implementing robust governance policies to maintain control over multi-cloud environments and using centralised management tools that offer visibility across different platforms.

Adopting an infrastructure-as-code approach is essential to ensure consistency in configurations and deployments.

Strategies for maintaining efficiency in multi-cloud environments involve adopting cloud-agnostic tools that support multiple platforms, ensuring portability and interoperability of applications and data.

Additionally, embracing automation and AI-driven solutions like AIOps can enhance the monitoring and management of multi-cloud environments, providing predictive insights and proactive issue resolution.

4. Edge Computing Integration

One of the key trends in edge computing is the integration of Artificial Intelligence (AI) at the edge. This allows devices to process data locally, reducing latency and enhancing real-time decision-making capabilities.

The rise of AI at the edge is expected to power applications such as image and speech recognition, natural language processing, and even autonomous systems.

This shift improves the efficiency of edge devices and unlocks new possibilities for innovative AI applications​​.

Another significant trend is the growth in spending on edge technology, with worldwide spending expected to top $208 billion in 2023, a 13.1% increase from 2022 figures, according to IDC’s “Worldwide Edge Spending Guide.”

This investment indicates the growing business need to put computing at the edge across automotive, healthcare, manufacturing, and retail​​industries.

However, managing IT operations at the edge presents challenges, including the sustainable management of edge assets across multiple locations and devices, security concerns, and the need for robust infrastructure to support edge deployments.

The distributed nature of edge computing creates complexities in powering, cooling, and securing the equipment, mainly in public spaces​​.

To address these challenges, companies focus on implementing better hardware security features and enhancing booting security to ensure that edge devices only execute trusted firmware.

Improvements in encryption algorithms are also being made to improve data security, both at rest and in transit​​.

The Future of ITOM (Image by ITs Deliver)

5. Cybersecurity in Focus

A key element of this shift is the adoption of zero-trust architecture, a model that upholds the principle of “never trust, always verify,” even within internal networks.

This approach is set to become more mainstream in 2024, reflecting its critical role in combating evolving cyber threats​​​​​​.

Zero-trust architecture emphasises continuous user authentication and validation, enhancing security by verifying consistent user access.

Based on the 2022 Statista global report, the model has gained traction, with 39% of organisations starting to implement zero-trust solutions and 41% planning to adopt this strategy​​.

Furthermore, several enterprises were starting to phase out traditional VPNs in favour of zero-trust network access​​.

Enhanced identity and access management (IAM) will be crucial to cybersecurity strategies in 2024.

Multi-factor authentication (MFA) and advanced methods like biometrics and behavioural analytics will become more prevalent.

The IAM market is expected to grow significantly, reflecting the increasing adoption of sophisticated IAM solutions in zero-trust architectures​​.

Another trend in cybersecurity is the integration of artificial intelligence (AI) and machine learning, which will play a significant role in zero-trust frameworks.

These technologies will assist in continuously analysing network patterns and user behaviour to detect anomalies, enabling quicker and more effective responses to potential breaches​​.

Micro-segmentation of networks is also gaining importance. This strategy involves splitting networks into smaller, isolated zones to limit lateral movement and make it harder for attackers to access sensitive data, even if they breach the network’s outer defences​​.

6. Real-Time Performance Monitoring

As we look towards 2024, some experts predict that performance metrics will overtake traditional uptime and availability as key monitored indicators in ITOM.

This trend is driven by the recognition that slow performance can be as detrimental as downtime to user experience and business operations​​.

Real-time performance monitoring contributes significantly to quick issue detection and optimal resource utilisation.

It enables organisations to identify when incidents occur accurately, report them, and resolve them efficiently.

Real-time monitoring accelerates problem resolution by offering immediate results and real-time performance visibility.

Automated real-time monitoring tools can capture even the most minor details regarding infrastructure health and capacity tracking, thus facilitating proactive responses and efficient resource allocation​​.

In the future of ITOM, there is a heightened focus on user experience management. Observability platforms, leveraging AI, will analyse large volumes of data to provide performance metrics and insights into the impact on business, including financial implications.

This approach will help organisations optimise digital customer experiences and shift from traditional monitoring to observability, which is more comprehensive and focuses on end-user experience​​.

The role of monitoring tools in ensuring a seamless experience for end-users is crucial also. These tools provide real-time feedback, automatic alerts, and notifications, enabling organisations to communicate issues to users promptly and take appropriate actions to mitigate their impact.

This approach aligns with your IT operations management best practices, emphasising the importance of understanding and tailoring digital experiences to individual user preferences and needs​​​​.

7. Adaptation to Remote Work Trends

The trend toward remote work requires your company to implement strategies for managing IT operations in distributed environments.

This shift includes focusing on employee wellbeing, cybersecurity best practices, upskilling and professional development, and leveraging specialised platforms and job boards tailored for remote work.

Employee wellbeing is becoming increasingly important in remote work environments. Therefore, your businesses need to invest in digital tools to help staff manage stress and maintain continual communication, ensuring support for employees in hybrid and remote working environments​​.

Cybersecurity is a critical aspect of adapting to remote work. As more businesses adopt remote work models, IT and cybersecurity experts must strengthen existing data security policies.

Practices like zero trust, multi-factor authentication, and automated threat detection are becoming more prevalent to ensure sensitive data is properly stored and secured​​.

Upskilling and professional development are also essential for adapting to remote work. Training programs are being restructured to include new responsibilities and processes adapted for remote work requirements.

Continuous learning emphasises using time and overcoming workplace monotony efficiently. Access to online resources, training programs, and skill development courses, particularly in AI technologies, is increasingly important​​.


As we look to the future of IT Operations Management (ITOM), it’s clear that embracing emerging trends and leveraging new technologies is critical for businesses to remain competitive and efficient. 

In fact, your business must remain agile and leverage these evolving trends to improve performance, explore new opportunities, and adapt to the dynamic technology landscape.

To successfully navigate the future of ITOM, your business must continue to embrace these changes, invest in emerging technologies, and adapt its operations to stay ahead of the curve.

By doing so, you can survive and thrive in the future of ITOM with smoother, more reliable IT operations.