COVID-19 has had a profound impact on IT services globally, including reduced enterprise demand, supply chain disruptions, challenges in business and service continuity, and new cybersecurity risks and threats. However, automation has helped minimize business disruptions and lack of workforce availability, with measures such as automated provisioning, chatbots, self-healing, automated bursting, and continuous monitoring. The maturity of the automation ecosystem and its high Return on Investment (RoI) have played a key role in driving automation to become a vital component of every enterprise’s COVID-19 response.

Today, enterprises are looking at leveraging aware (intelligent) automaton via the cloud, networks, digital workplace services, and IT Service Management (ITSM) to maintain operational vitality and achive efficiencies, optimization, and avenues for business growth. In this research, we provide an overview of the IT infrastrucuture services automation market, describe key enterprise challenges, and share relevant use cases, best practices, and implications for enterprises.

Scope

• Market: IT infrastructure services automation 
• Geographic scope: global

Contents

This report provides an overview of the ServiceNow services market and studies:

• Evolving enterprise expectations from IT infrastructure services automation
• Evolution of aware automation
• Aware automation overview across the cloud, workplace, network, and ITSM
• Enterprise implications

Membership(s)

Cloud & Infrastructure Services

Sourcing and Vendor Management