Part 3 of 3

AI and AIOps: Top 5 User Trends for 2020

Will Cappelli

What will 2020 look like in terms of AI and AIOps? I thought I’d break this down into three distinct areas: technology, market and users. For each of these I’ve come up with five major trends which I think will have significant impact on how AIOps, and AI in general, evolves over the next twelve months. At the outset I’d like to say that the most significant changes will be seen in user behaviors and user practices, this is the year where we will see substantial transformation. Let’s finish this series with five user trends…

Until now, many enterprises have allowed DevOps teams to operate independently, and in reality, allow individuals to act independently of one another – a DevOps anarchy. What we will see in 2020 is that many organisations will take the stance that this has gone too far, that DevOps needs to be reined in. There will be more discipline enforced in terms of coordinating their efforts and reducing their focus on agile development. Therefore, a DevOps backlash, or at least an attempt to take what’s good in DevOps but impose more external control.


Secondly, and this is important, ITIL V4 will begin to reshape IT Operations. This always happens when there is a new version of ITIL, enterprises initially insist that they’re going to stay with the previous version, but eventually they submit to the model’s evolution because, at the end of the day, they’re seeking standardisation. What is important about ITIL V4 is that it’s more radical than its predecessor and, in many ways, is quite congruent with the types of practices that need to be in place in order to implement AIOps. I know it doesn’t talk about AIOps. However, in terms of the organisational structures it advocates and its insistence that the IT estate is looked at holistically, it’s very indicative of the kind of culture which lends itself to AIOps. Therefore, it will be a further boost to the acceptance of AIOps.

SEE ALSO: 2020 Predictions – Centralizing AIOps Platforms


The next user trend is very important even though it is remote from technology. I believe many enterprises, particularly in the States and the UK, will be pressured to accelerate their diversification programmes and to meet other political and social goals. I think IT will become part of the political/social movement to improve diversification and remove any kind of marginalisation. This will really shape the day to day lives of IT Operations professionals and it’s something everybody should be aware of, whether you’re a vendor or a user.

Data scientists

The fourth trend is that 2020 will be the year of data scientists, they will be everywhere. People will call themselves data scientists and will be hired as data scientists, but it’s arguable whether they will possess the quality of knowledge that data scientists have had to now. This will have an impact on salaries and will affect how IT sees its role. One way or another, IT will become more datacentric.

SEE ALSO: Four ways AI and integration will come together in 2020

Growth over cost management

Lastly, when we look at 2020 and economic trends, especially in the US, the UK and Asia-Pac, the focus will be on growth rather than cost management. There is a general belief that the risk of recession has passed; therefore I think economies will continue to grow. There were a lot of fears that things would happen such as trade wars but, in reality, the impact has been minimal. Due to the renewed focus on growth the way IT projects are chosen will change. One of the issues vendors will have is that not all regions are the same, for example Europe will remain very cost management focused. This is a high-level point but it does more or less shape all the trends I have outlined.

Will Cappelli
Will studied math and philosophy at university, has been involved in the IT industry for over 30 years, and for most of his professional life has focused on both AI and IT operations management technology and practises. As an analyst at Gartner he is widely credited for having been the first to define the AIOps market and is CTO EMEA and Global VP of Product Strategy at Moogsoft. In his spare time, he dabbles in ancient languages.

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