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Is AI the Future of IT Operations?

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March, 2019 Northcoast HDI Presentation

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Is AI the Future of IT Operations?

  1. 1. IS AI THE FUTURE OF IT OPERATIONS? Michael Santos – Senior Solution Strategist March 21, 2019
  2. 2. 2 March 21, 2019 Be First to the Future • Introduction • What do the experts say? • Knowledge management best practice frameworks • The impact of AI and machine learning • Chat bots and virtual agents • Integrating knowledge across multiple domains AGENDA AI Operations Management
  3. 3. 3 • 20 years in IT • Internal IT Support • Customer Support • Implementations • Product Strategy • 15 years as a Sales Engineer • UniPress Software • Numara Software • BMC Software • Senior Solution Strategist • Cherwell Software • Helping Enterprise Customers • Automate Processes • Shift Left • Do more with Less • Implement Enterprise Service Mgmt. • Helping Cherwell Innovate • Industry Analyst Summits • Product Steering Committee • Creating mApps for the Exchange About Me Before Current (6Years)
  4. 4. 4 March 21, 2019 “Through 2020, 99% of artificial intelligence (AI) initiatives in IT service management (ITSM) will fail due to the lack of an established knowledge management foundation.” • Virtual customer assistants are on the rise – it is expected that 25% of customer support organizations will integrate virtual customer assistants by 2020. • 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.. GARTNER WHAT DO THE EXPERTS SAY? AI Operations Management
  5. 5. 5Be First to the Future March 21, 2019 HDI 2017 TECHNICAL SUPPORT PRACTICES REPORT AI Operations Management - Self-Service (i.e., Tier 0, unassisted self- help) tools made available to end users/customers. - AI Operations (i.e., Tier 0, unassisted intelligent ticketing) tools Support organizations saw a decrease in user submitted ticket volume and increased customer satisfaction. They attribute this to: - Automation - Predictive Analytics - Friendly Self-Service Portal - Knowledge Management
  6. 6. 6Be First to the Future March 21, 2019 GARTNER 2017 AI HYPE-CYCLE AI Operations Management
  7. 7. 7Be First to the Future March 21, 2019AI Operations Management
  8. 8. 8Be First to the Future March 21, 2019 CURRENT STATE OF ADOPTION AI Operations Management Adoption Horizon 6-12 Mo 1-3 Yrs 3-5 Yrs 5+ Yrs Don't Know/NA AI Readiness Now 6-12 Mo 1-3 Yrs 3-5 Yrs 5+ Yrs Never
  9. 9. 9Be First to the Future March 21, 2019 AI AND SERVICE MANAGEMENT AI Operations Management End-User Self Service Intelligent Search Multi-Channel Bots Service Desk Technicians/Agents Intelligent Search Ticket Classification, Prioritization and Assignment Process Owners/Analytics Predictive Analytics (Proactive Problem Management) Sentiment Analysis
  10. 10. 10 Virtual Assistants
  11. 11. 11Be First to the Future March 21, 2019 VIRTUAL ASSISTANTS, AGENTS, AND BOTS AI Operations Management
  12. 12. 12Be First to the Future March 21, 2019 • Increased end-user / employee self-sufficiency • Reduced ticket volume • Faster ticket handling by agents/techs • Leverage organizational knowledge VIRTUAL ASSISTANT BENEFITS AI Operations Management
  13. 13. 13 AI OPERATIONS
  14. 14. 14Be First to the Future March 21, 2019AI Operations Management Event Detected Create INCIDENT PROS CONS • No Correlation with other Events • No Correlation to CI’s or Services • No Predictive Capability • Event information in ITSM Incident REACTIVE STAGE 1 STAGE 2 PROACTIVE ** AI **
  15. 15. 15Be First to the Future March 21, 2019AI Operations Management Event Detected Create EVENT PROS CONS • No Correlation with other Events • No Predictive Capability • Event information in ITSM Incident • Correlation to CI’s or Services REACTIVE STAGE 1 STAGE 2 PROACTIVE ** AI ** Linked CI Create INCIDENT
  16. 16. 16Be First to the Future March 21, 2019 • Event information in ITSM Incident • Correlation to CI’s or Services • Correlation with other Events AI Operations Management Event Detected Create EVENT PROS CONS • No Predictive Capability REACTIVE STAGE 1 STAGE 2 PROACTIVE ** AI ** Linked CI Create INCIDENT Other Events?
  17. 17. 17Be First to the Future March 21, 2019 ** AI ** • Event information in ITSM Incident • Correlation to CI’s or Services • Correlation with other Events • Predictive Capability AI Operations Management Event Pattern Detected Data Analyzed PROS REACTIVE STAGE 1 STAGE 2 PROACTIVE Linked CI Create PROBLEM Will Event Occur? Create CHANGE Incident Avoided
  18. 18. 18Be First to the Future March 21, 2019 • Identify patterns in ITSM incident, problem, change, …. records by importing into AIOPS Platform. • Enable proactive Problem Management and Continual Service Improvement • Improving employee productivity and business service delivery. SERVICE DESK FURTHER AUGMENT WITH INCIDENT, PROBLEM, AND CHANGE AI Operations Management
  19. 19. 19Be First to the Future March 21, 2019 • 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.. PREDICTIVE ANALYTICS MONITORING, OPERATIONS AND SERVICE DESK AI Operations Management
  20. 20. 20Be First to the Future March 21, 2019 RESOURCES AI Operations Management

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