How to choose an AI ops platform in 2025 (without the headache)

Let’s be honest, the modern IT world can be a bit of a mess. Your teams are probably swimming in a never-ending sea of alerts, tickets, and data coming from a dozen different tools that don’t talk to each other. People are getting burned out, response times are slipping, and you’ve got that sinking feeling that something important is about to fall through the cracks. It’s a story most of us know well, and the old solution of just hiring more people simply isn’t working anymore.

This is where an AI Ops platform can make a real difference. AIOps, which stands for Artificial Intelligence for IT Operations, isn’t just another tech buzzword. It’s a way to bring some much-needed smarts and automation to your IT operations and finally tame the chaos. This guide will walk you through what an AIOps platform actually is, the different ways you can approach it, and how to pick the right one for what you need to do, whether that’s managing a complex server setup or a swamped IT helpdesk.

What Is an AI Ops platform?

So, what exactly is an AI Ops platform? At its heart, it’s a system that uses artificial intelligence and machine learning to help automate and simplify IT operations. The term was originally coined by Gartner, who defines it as a platform that "combines big data and machine learning to automate IT operations processes, including event correlation, anomaly detection, and causality determination."

Let’s break that down into plain English. These platforms generally do three things:

• Pull in data from everywhere: They connect to all your different systems, from system logs and performance metrics to service desk tickets and chat messages, and gather all that information into one place.

• Make sense of the noise: This is where the AI kicks in. Machine learning algorithms sort through all that data to find patterns, spot when something looks off, and figure out what’s important versus what’s just background noise.

• Take action automatically: Based on what it finds, the platform can trigger automated responses. This could be as simple as flagging a potential root cause for a human to look at, or it could be as powerful as fixing the issue on its own without anyone having to lift a finger.

The whole point is to shift your team from constantly putting out fires to proactively, and even predictively, managing your IT. It’s about solving problems faster (sometimes before they even happen) and freeing up your talented IT folks to work on bigger projects instead of just chasing alerts all day.

Key capabilities of a modern AI ops platform

To really understand what an AIOps platform does, it helps to think about its functions in a simple flow: Observe, Analyze, and then Act.

Getting all your data in one AI ops platform

You can’t fix what you can’t see, right? The first job of any AIOps platform is to get a single, clear view of everything. This means connecting to and pulling data from every part of your IT environment to create one source of truth.

This often includes data from infrastructure monitoring tools, application performance monitors (APMs), log tools, and IT service management (ITSM) systems like Jira Service Management. But the best modern platforms go a step further. They can also understand unstructured information from knowledge bases like Confluence and Google Docs, or even learn directly from the thousands of past support conversations you have stored in your helpdesk.

Finding the root cause intelligently with an AI ops platform

With all the data collected, the "AI" part gets to work. Instead of your team having to manually sift through a dozen different dashboards and log files, machine learning algorithms do the heavy lifting. They analyze everything in real-time to connect the dots between events, spot anomalies, and pinpoint the likely root cause of a problem.

It’s like having an experienced detective on your team who can instantly link seemingly unrelated clues, a slow server, a spike in error logs, and a recent code change, to figure out what went wrong. Without this kind of analysis, IT teams often get stuck in a slow, manual investigation that burns valuable time while a critical service is down.

Automating the response and fix with an AI ops platform

This is where you see the real payoff. Based on its analysis, the platform can automate a whole range of actions, from simple notifications to completely fixing the problem.

These automated actions might look like:

• Creating a detailed incident ticket with all the necessary context and sending it to the right team.

• Suggesting a specific solution or providing a step-by-step guide for an engineer to follow.

• Automatically resolving common, repetitive issues on its own, like restarting a crashed service or adding more storage.

How to choose the right AI ops platform for your goals

Okay, so you’re sold on the idea. But not all AIOps platforms are built the same. The right one for you really depends on your biggest headache. Are you trying to keep servers from crashing, or are you trying to keep up with an avalanche of support tickets?

For deep infrastructure monitoring

When most people hear "AIOps," they think of platforms like Dynatrace, Splunk, or ScienceLogic. These tools are absolute beasts when it comes to monitoring the deep technical details of servers, networks, and complex applications.

They’re a solid choice for large companies with dedicated Site Reliability Engineering (SRE) or Network Operations Center (NOC) teams. Their primary mission is to keep the underlying infrastructure running smoothly, and these platforms provide incredible visibility for that.

But here’s the catch:

• They take forever to set up. These are massive systems. Getting them implemented, configured, and integrated can take months, sometimes even a year, and you’ll need highly specialized experts to do it.

• They’re incredibly expensive. Get ready for a serious price tag. They often involve six-figure contracts and complicated pricing models based on usage, which can be difficult to predict.

• They don’t help your swamped service desk. A traditional platform can tell you a server is down, but it does absolutely nothing to automate the flood of IT tickets that comes after. Your service desk is still left to clean up the mess manually.

For Automating IT support

There’s a different, more modern approach: applying AIOps to the service layer. This is where your IT team actually interacts with employees and customers. It’s all about automating tasks inside the tools you already use, like Jira Service Management, Zendesk, Slack, and Microsoft Teams.

This path is ideal for IT teams who are buried under Tier 1 support tickets, repetitive questions, and manual ticket routing. Their biggest problem isn’t analyzing logs; it’s the sheer volume of tickets.

This is where a tool like eesel AI comes in as a leading example of a service-focused AI Ops platform. Instead of trying to monitor every piece of your infrastructure, it plugs directly into your existing helpdesk and knowledge sources to automate the front lines of your IT support.

Here’s what makes this approach so different:

• You can be live in minutes. Forget about projects that take months and endless sales calls. With eesel AI, you can sign up, connect your helpdesk with a single click, and get started on your own in just a few minutes.

• It learns from what you already have. There’s no need for complex data models. It learns directly from your existing assets: past tickets, Confluence pages, and internal documents.

• You’re in complete control, with no risk. You can start small, maybe by just automating one type of ticket. Best of all, you can simulate the AI’s performance on thousands of your past tickets to see exactly how it would have done before you ever turn it on for real users. It’s a completely risk-free way to get started.

Feature	Traditional AI Ops Platform	Service-Focused AI Ops Platform (eesel AI)
Primary Goal	Monitor infrastructure health & uptime	Automate IT support & knowledge delivery
Key Data Sources	Logs, metrics, traces, telemetry	Helpdesk tickets, knowledge bases, chat
Implementation Time	Months to over a year	Minutes to hours
Ideal User	SREs, NOC Engineers, DevOps	IT Service Desk Managers, ITSM Teams
Pricing Model	Complex, usage-based, high cost	Transparent, predictable, no per-resolution fees

Getting started: Practical AI ops platform use cases

Adopting AIOps doesn’t have to be some massive, all-or-nothing project. The smartest way to get started is by picking a few specific use cases that will give you a quick, tangible win.

Automate tier 1 IT ticket resolution

The problem: So many IT tickets are painfully repetitive: password resets, software access requests, and the classic "how do I connect to the VPN?" They clog up the queue and stop your team from working on more important problems.

The solution: An AI Ops platform like eesel AI’s AI Agent can be trained on your knowledge base and past tickets to handle these issues all by itself. It can chat with the user, send them links to the right guides, and close the ticket without a human ever getting involved.

The benefit: You can immediately deflect 30-50% of your incoming tickets, freeing up your skilled technicians for more complex challenges.

Give your agents an AI copilot

The problem: It can take months for new IT hires to get fully up to speed. Even your senior people spend too much time digging through the knowledge base and typing out the same answers again and again.

The solution: Use an AI Copilot that lives right inside your helpdesk. It reads the ticket and instantly drafts an accurate, relevant reply based on all your internal knowledge. Your agents can then just review it and send it off with one click.

The benefit: You’ll see response times drop dramatically, and every agent, from the brand new hire to the seasoned pro, will have the knowledge of your top expert at their fingertips.

Provide instant answers in Slack & MS Teams

The problem: Let’s face it, employees hate creating tickets. They would much rather just ping someone from IT directly in a chat. This constantly interrupts your team and creates a lot of work that never gets tracked.

The solution: Deploy an Internal AI Chat bot in your company’s Slack or MS Teams. It connects to all your internal docs in Confluence, Google Docs, and SharePoint to give people instant, accurate answers, 24/7.

The benefit: You can answer questions before they even become tickets and give employees the quick, self-serve support they actually prefer.

Pro Tip: Start with confidence

The best AIOps solutions let you test things out before you commit. With eesel AI, you can run its AI Agent in a simulation mode over thousands of your past tickets. This shows you exactly how it will perform, lets you tweak its responses, and helps you accurately calculate your return on investment before it ever interacts with a real user.

Why eesel AI is the smartest AI ops platform for your service desk

For IT service teams, eesel AI’s approach just makes sense. It’s built to solve the problems you actually deal with every day, without the cost and complexity of the traditional tools.

It’s just plain simple. You can sign up and get it running on your own in minutes, without ever needing to talk to a salesperson. It works with your existing tools, plugging right into the helpdesk and knowledge sources you already use. There’s no need to rip anything out or replace what you have. And the pricing is transparent and predictable. You won’t get slammed with surprise fees for every ticket it resolves. eesel AI offers straightforward plans that you can start on a monthly basis and cancel anytime.

So, what’s the bottom line? AIOps is a fantastic way to modernize your IT operations, but it’s not a one-size-fits-all kind of deal. Choosing the right AI Ops platform really comes down to figuring out what your team’s biggest struggles are.

While traditional platforms are built to monitor the deep, complicated world of infrastructure, a new wave of service-focused platforms like eesel AI offers a much faster and more affordable path to automation for overloaded IT support teams. Instead of spending a year and a fortune on a tool to tell you a server is down, you can spend a few minutes setting up a tool that automatically resolves the tickets that follow.

Stop letting ticket volume run your team’s day. If you’re ready to see how easily you can bring automation to your IT service desk, you can start a free trial or book a demo of eesel AI today.