From Observability to Operational Resilience: Connecting IT and Business

Today’s organizations face a critical challenge: Despite massive investments in monitoring tools and observability platforms, they struggle to maintain operational resilience and deliver consistent business value. The average organization juggles 11 different monitoring tools, each specialized for specific technologies, platforms, or domains, creating a fragmented view of their technology landscape. This tool sprawl has created a critical visibility gap, and 52% of organizations still lack full-stack observability. These organizations’ IT operations remain trapped in isolated data silos, preventing meaningful business insights.

This paper examines why companies struggle to align IT and business objectives despite an abundance of monitoring tools and observability platforms. It then proposes an approach that unifies and streamlines IT operations through the integration of service management and observability and uses generative AI (GenAI) to transform raw data into actionable, business-aligned insights.