Today, it is essential to have a historical context for making well-informed decisions, and ITSM as a tool provides a historical context related to IT operations. It is a highly rich source of information which can be mined and used for fixing service issues.Also, ITSM is exceptionally swift and comes with more accuracy.
For example, changes are one of the most common causes of service problems. So, when a problem or issue arises, recent changes should probably be one of the first things that you look at while you are trying to diagnose an outage.
Also, any such change will overlain ITSM and IOTM. So, for visibility of actual changes in IOTM, you can look at discovery and change management,which will show you the corresponding change process.
Now, put two and two together, and you would know who made what changes, when and where and for what reason. This is crucial when you are attempting or trying to restore a critical service that, if not done, could derail the mission of the project.
To know what configuration items (CIs) are affected by an outage, it is simpler as well as undemanding to retrieve changes to the same CIs when you have IOTM and ITSM environments. So, there is a shortcut to find the root-cause and steps to fix the service issues quickly.
However, there’s a catch. Making these associations is not a simple or effortless database query. It takes significant knowledge and brainpower. That is where we have to consider AIOPs.
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So, what are AIOPs?
As digitization happens, IT environments develop and cloud evolves. So, it is too complicated for any one individual or professional to have all the required expertise.
Also, there is absolutely no way to keep up with the vast amount of historical information and correlate it in the event that your e-commerce portal is down. Yes, ITSM has factual and historical inputs, lots of it, but you can’t go looking for the needle in tons of data.
AIOPs don’t just mean applying machine learning to monitor data, which is definitely, important. However, it is also about delivering operational information on a constant basis. To do this, AIOPs constantly monitors ITSM data, analyses it,and provides actionable insights.
So, this means that MTTR (mean time to resolution) would decrease and that could mean a lot for your business development team. By integrating AIOPs with IOTM and ITSM, you could get a list of real-time similar incidents and problems. With this, you would also get a massive list of relevant articles and other information.
So how does AIOPs contribute?
AIOPs will not replace human intelligence or experience. It will help analyze large amounts of data and pinpoint correlations. Further, this could be identifying, in real-time, potentially similar incidences as well as alerts.
Human intervention is required to assess and make decisions which involve small data sets. For instance, once the alert is received, the analyst would decide whether it is actually relevant and if something needs to be done about it.
So, with analysts and AIOPs together can help improve service quality, lessen service downtime, and enhance efficiency levels.
Real-time Benefits of Using AIOPS to Integrate ITSM and ITOM
Here are some ways AIOPs can help improve service and strengthen your IT operations.
As AIOPs monitors the entire database, by using machine learning, it is capable of identifying subtle event patterns that could lead to more severe issues. Once it detects such a pattern, it can produce real-time predictive alerts and notifications. This way, you can take action to prevent the problems and issues from re-occurring.
AIOPs learns from ITSM incident data, which means it also discovers what services might be affected and how badly. So, it can help you prioritize events in real-time, which mean your IT team would work on what really mattersto them.
Root Cause Analysis:
AIOPs use service topologies and event patterns to identify the root cause. It explores and learns from historical events. As discussed, this means you can leverage this information and drive down your mean time to resolution (MTTR). This instance would further help and assist in reducing comprehensive workloads.
Measurement of Services:
You could even measure cloud services, SaaS, and application impact on the business by maintaining SLAs. This measurement will help and assist you in making well-informed decisions.
How to get there swiftly?
Well, first things first, get the basics right. Here’s how to do that.
Integrate your Monitoring Data:
If you already have multiple data monitoring tools in place. To get started with AIOPs, you need to first break down these data silos. Consider choosing a modern event management platform that has default monitoring tools.
Also, make sure that it has configured normalization, de-duplication, and filtering logic without the requirement of coding. Even this system should come along with a strong AIOPs feature set and an organized roadmap.
Modernize the ITSM Platform:
If your ITSM platform hasn’t been upgraded and modernized yet, you should do it as soon as possible. There are hundreds of ways to do it – self-service, process automation etc.
Also, keep in mind that ITSM modernization is about creating a single system record for all the processes, so that AIOPs has access to all operational data.Hence,it will be able to provide actionable and real-time insights.
Connect ITSM and IOTM:
Now that you have all the pieces in place, all you have to do is wire them together and get them connected. Integration, however, does require experts,and it can be an ongoing process.
It is advisable that you should do this by hiring specialist service providers. Or instead of creating a sea of data and trying to get them connected, you could look for event management systems that are already integrated with ITSM.
We hope this blog has thrown enough light on how IOTM, ITSM as well as AIOPs can help and lend a hand to your business. If you are looking to explore more information or need to talk to a domain expert, you can connect with us.