Slash Your ITSM Costs and Man-Hours with AIOps
Posted by on March 09, 2018
For many, the term "artificial intelligence" may seem to be a fuzzy, futuristic concept that belongs in a wildly imaginative sci-fi movie. Nothing could be further from the truth. While artificial intelligence (AI) will likely continue to inspire many delightfully entertaining works of fiction, AI is also firmly entrenched in our everyday lives.
It doesn’t require a deep dive into your daily activities to find ways in which you interface with AI. Obvious examples are digital personal assistants like Cortana, Siri, and Google Now. Video games have used embedded AI for decades. Shop with any large retailer like Amazon, Target, and others, and you’ll probably have an encounter with AI that benefits both you and the retailer.
And if you make a phone call for customer support, odds are good that you’ll be interfacing with AI—unless you’re calling for IT support. Because, ironically, the IT teams that make AI work for everyone else are among the least likely to benefit from AI themselves.
That’s a not-so-sweet irony that Gartner predicts will be changing, and fast.
The Age of AIOps Has Arrived
AIOps is a relatively new concept introduced by Gartner. In a recent blog post, Gartner analyst Colin Fletcher explained that AIOps is an acronym for “Artificial Intelligence for IT Operations.”
What does that mean? The post also provides Gartner’s official definition:
“AIOps platforms utilize big data, modern machine learning and other advanced analytics technologies to directly and indirectly enhance IT operations (monitoring, automation and service desk) functions with proactive, personal and dynamic insight. AIOps platforms enable the concurrent use of multiple data sources, data collection methods, analytical (real-time and deep) technologies, and presentation technologies.”
The potential for ITSM is massive. Consider that most service desk resources are consumed in addressing common and repetitive complaints such as:
- “I can’t log in”
- “My printer won’t print”
- “My computer is slow”
- “My USB device isn’t working on my computer”
- “I deleted some files I need”
That list could go on and on. And each of the items on that long list could be handled—at least initially, and to conclusion for most of them—by AIOps.
Now, imagine a world in which your IT service people only have to deal with the very small percentage of problems that only people can handle; AI-powered platforms handle everything else. That’s the world that AIOps makes possible.
That’s a very attractive world for most ITOPs teams. And that’s why a mass migration to that AIOps world is currently underway.
AIOps Will Soon Be a Necessity
As a recent CIO article noted, AIOps can help companies save time and money. AIOps can help slash the quantity of incident tickets created. It can substantially reduce the average time required for ticket resolution. Those are benefits that are helping to drive adoption of AIOps.
But over the long term, the rising complexity of ITSM is going to elevate AIOps from a luxury to a necessity. As an unending and accelerating proliferation of apps and devices generate an exponentially expanding array of service complaints, IT organizations will be overwhelmed. If you think your service people currently have too much on their plates, to quote an old ‘70s song: you ain’t seen nothing yet.
For all of the above reasons, AIOps platforms are exploding in popularity. Just months ago, less than 10 percent of IT operations utilized AIOps platforms. By 2020, Gartner predicts that half of all companies will be utilizing AIOps in their IT operations (Gartner paper, Applying AIOps to Broader Datasets Will Create Unique Business Insights).
The Easiest Way to Benefit from AIOps
If you’re not currently enjoying the benefits of AIOps, there’s a fast and easy way to get there.
mApp solutions are codeless applications that extend the capabilities of the Cherwell ITSM platform. Simply visit the Exchange that offers the desired capability, and select and download the mApp you’re seeking. All mApp solutions easily integrate with your Cherwell platform, instantly augmenting it with the enhanced capability you selected.
Moogsoft offers THE next-generational platform for incorporating AIOps with IT incident management. It’s a natural and logical compliment to the Cherwell ITSM. And Cherwell’s mApp solution makes it simple to incorporate Moogsoft’s AIOps capability with your existing Cherwell platform.
Moogsoft develops AIOps-powered technologies that utilize AI and machine-learning to independently resolve common IT operational problems—like the long list referenced above. As a result, ITSM teams are freed to focus upon problems that only humans can handle.
Moogsoft’s platforms help enterprise IT operations and DevOps teams operate more efficiently by:
- Reducing operational noise across the customers’ production stack
- Proactively detecting incidents and correlating events across the customers’ monitoring ecosystem
- Streamlining collaboration and workflow across teams and toolsets
- Codifying knowledge that makes operators more efficient when encountering similar future incidents
In sum, incorporating Moogsoft’s capabilities with Cherwell’s platform will help reduce the quantity of incident tickets created, and assure that new tickets are real and actionable. The net result will be reductions in resolution time, escalations, and reassignments.
Cherwell Makes It Easy to Incorporate the Best ITSM-Complimenting Capabilities
Cherwell customers can now easily implement Moogsoft’s capabilities with the Cherwell platform. And Cherwell’s mApp offers the same easy-integration/simplified-management for many other vendors. Capabilities include:
- Risk Management
- Dependency Mapping
- Change Monitoring/Configuration Drift
- Cloud Management
- Performance Management
- Identity Management
Cherwell’s mApp can add capability to your ITSM platform without increasing management workload. And when tools like Moogsoft’s AIOps technology are added to your toolset, ITSM simply becomes easier.
Extend the capacity of your ITSM with mApps.
Ebook 5 min
The Definitive Guide to Service Desk KPIs and Metrics
In this comprehensive guide, you'll learn how to develop a portfolio of ITSM KPIs and Metrics that support not only your own IT team's goals, but also the business outcomes your service desk is expected to deliver.
Ebook 7 min
7 Deadly Sins of ITIL Implementation
Wondering whether ITIL® is still relevant in today's fast-paced digital environment? ITIL holds many timeless truths, but it can be misapplied when taken too literally. Uncover the seven mistakes commonly made with ITIL implementations, and gain guidance on how you can go faster—while still upholding ITIL's key principles.
Analyst Research 10 min
NEW! Gartner 2019 Magic Quadrant for ITSM Tools
Considering a new ITSM solution? Start with a complimentary copy of Gartner’s 2019 Magic Quadrant for IT Service Management Tools. The Magic Quadrant provides an evaluation of ten ITSM vendors—along with their viability, strengths, and cautions—and recommendations for defining your requirements
You might also be interested in
4 Big Benefits—And Hurdles—of Artificial Intelligence in ITSM
We spoke with Jan-Willem Middelburg of Pink Elephant and Roy Atkinson of HDI about the impact of automation and AI on ITSM.
Are You Drifting Toward Disaster? How to Detect and Prevent the Configuration Drift Exposing Your Organization to Risk
Here's why every IT organization should maintain a warning system for configuration drift.
Next-Generation ITSM: What the Future Holds, and How to Prepare
How much will artificial intelligence tangibly impact service support and delivery? A look at how ITSM leader can prepare.