IT Operations & Service Management

From Reactive Support to Self-Healing, Platform-Driven Operations

IT operations is fundamentally shifting from ticket-based support to platform engineering and autonomous systems. This topic examines evolution from traditional service management to observability-driven operations, self-healing infrastructure, and AI-augmented service delivery. Organizations are rethinking operations as a product, building internal platforms that accelerate development while ensuring reliability. Explore modern operational paradigms, assess capabilities, and access frameworks for building resilient, efficient operations that enable rather than constrain innovation.