A new report by observability platform provider New Relic highlights the importance of having full-stack observability for the IT and telecommunications industry.

The State of Observability for IT and Telecommunications report found that the top trends driving adoption of full-stack observability are the development of cloud-native application architectures (48%), adoption of AI technologies (43%), migration to a multi-cloud environment (40%), and an increased focus on customer experience management (39%). Further,  just more than half of the respondents (55%) noted that observability improves collaboration and decision making.

“The IT and telco industries are going through mammoth change. Those with legacy infrastructure must modernize and implement rapid digital transformation initiatives to keep pace with their digital-native counterparts,” Peter Pezaris, New Relic chief design and strategy officer, said in an announcement of the report. “There is a customer expectation that the benefits of new technologies like 6G, edge computing, and AI are made available to them, all while current service levels are maintained or exceeded. In such a high-stakes environment, full-stack observability is crucial, and IT and telco providers should leverage it to capitalize on these advancements.”

IT and telcos find the integration of AI and observability helps deal with burgeoning data sets and with improving operational efficiency, and that AI helps users understand telemetry data, how to address code-level errors and how to improve MTTR, New Relic wrote in the announcement.

The report also found that IT and telco organizations have more frequent outages than other industries, and were more likely to be using multiple monitoring tools, indicating that engineering teams are struggling to understand all the different aspects of their businesses as well as how to resolve the issues that cause those outages and which lead to poor customer experiences.

Digital experience monitoring (DEM) and real user monitoring (RUM) are in the plans for IT/telco respondents, with 45% expecting to deploy synthetic monitoring in 1-3 years, while 36% expect to be doing mobile monitoring and 23% expecting to do browser monitoring.

Finally, 96% of respondents indicated plans to do security monitoring by mid-2026, prompted by the complexities involved in operating critical infrastructure.