This document discusses how AIOps and observability can help lead digital transformation efforts. It notes that customer expectations are increasingly focused on digital experiences and on-demand availability. However, IT complexity is also growing rapidly due to factors like process change, increasing demand, and lack of skill sets. AIOps uses techniques like anomaly detection, root cause analysis, and knowledge recycling to help automate incident resolution and ensure high-quality customer experiences despite this complexity. This helps improve operator efficiency, allow teams to focus more on development, and deliver on the vision of guaranteeing availability, agility and performance for digital services worldwide.

1. AIOps + Observability
to Lead Your Digital Transformation

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Introduction
Adam Frank
Senior Product Manager
adam.frank@moogsoft.com

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The customer experience is a
digital experience

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Customer Experience Demands Change
Products → Products & Services → Services & Customer Centric → Relationship Centric → Experience & Loyalty Centric
1970’s 1980’s 1990’s 2000’s Today

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We now live in a
world of on-demand
& 100% availability

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50%
of the Fortune 500 have
disappeared since 2000

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Process
Change
Acceleration
Management
Complexity
Tighter IT
Budgets
Lack of Skill
Sets
Increasing
Demand
People Technology

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The people who support the digital experience
cannot keep pace with the complexity & rate
of change

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“““The pace of change has never been this fast,
and it will never be this slow again.”
~Justin Trudeau, Prime Minister of Canada, Davos WEF 2018

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DREAM

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Up/Down Latency Disk Full Port Down Pod Died
CPU High Unable to Connect Timeout

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Alerts Logs Events Tracing Metrics
Telemetry Anomalies Time-Series Monitoring
Observability

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Modifications
Anticipate
Inference
Diagnosing
Reacting
Correcting
Investigation
Recent
Changes
Time of
Day, Week,
Month,
Year
Observations
from Others
World Influences
(Local | Global)
Status of
Other Work
New
Dependencies
User Sentiment

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Point
Point
Point
Incident
Alerts
Metrics
Traces
Logs
Dashboard

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A cue is described as:
● a signal for action
● a piece of information or circumstance that aids the memory in retrieving details
● something perceived that is used in the brain's interpretation of the perception
● a hint or indication about how to behave in particular circumstances

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● Safety can be coded in the design
● Outages can be avoided with more automation
● Procedures can be more objective and comprehensive
● Rules are always underspecified and unknown so therefore cannot guarantee context and outage
avoidance without interpretation
● Events in our environments require decision making and action taking that cannot be pre-specified
by humans

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We walk
on two
legs
6 MM
We use
tools
2.5 MM
We use
fire
800k
We talk
150k
We draw
cave art
33k
We farm
10k
We write
5k
The first
civilisation
4k - 3.5k BC
Artificial
Intelligence
Now

19. Proprietary and Confidential19
1784
Steam Power
1870
Electricity
1969
Information
Technology
Now
Artificial
Intelligence

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Alan Turing develops
the Turing Test,
which measures a
machine’s ability to
mimic human
intelligence
1950
IBM’s chess
playing program
Deep Blue defeats
reigning world
chess champion
Gary Kasparov
1997
IBM’s Watson,
defeats the two
greatest human
champions of TV
game show
Jeopardy!
2011
Gartner Research
coins the term
“AIOps” as the
evolution of the IT
Operational
Analysis market
2016
First
programmable
digital computers:
Colossus (UK) &
ENIAC (US)
1940s

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2016
Narrow
Intelligence
2020
General
Intelligence
2050
Super
Intelligence
ANI ASIAGI< >

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What if you could automate
your incident resolution
workflow to assure the
quality of the customer
experience?

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Apply statistical calculations & algorithms to data discovery, analysis...
Employ multivariate analysis to understand impacts & relationships

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DETECT
ANOMALIES
REDUCE
NOISE
CORRELATE PROBABLE
ROOT CAUSE
COLLABORATE w/
CONTEXT
Collect & analyse time-series
and metric data to surface
anomalies
Eliminate noisy,
non-significant events
Group related alerts
together by text, topology,
time, impact...
Suggests which alerts are the
root cause
Collaborate and staying in
sync with ticketing &
notification systems
RECYCLE KNOWLEDGE
Capture useful input, feedback &
resolutions for future reuse

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Runbook
Automation
Collaborate w/
Context
Knowledge
Recycle
& Decision
Support
Ecosystem
Integration
Early
Detection
Probable
Root
Cause
Topology
Visualization
Continuous Learning

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Improve Operator Efficiency1

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Focus More On
Development, Less On Ops
2

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Assure The Quality Of The
Customer Experience
3

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Invest In A Vision For The Future
A system of guarantee for the world’s digital experience
✓ Availability
✓ Agility
✓ Performance
Better services
Better experiences!

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Thank You!
adam.frank@moogsoft.com