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4 Ways to Reduce IT Alert Fatigue

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Isolating why an end-user’s application is slow has always been challenging, and in today’s digital services world is more business-critical than ever. The event storms created by complex digital services have created an epidemic of alert fatigue. While artificial intelligence and analytics promise relief the differences between analytics, artificial intelligence and event correlation can be confusing.

Simply put, event correlation makes sense of events. So, while artificial intelligence and analytics are important, when the storm hits it is event correlation that moves you toward a detailed diagnosis and actionable information.

Learn 4 key goals of an effective event correlation solution:

* Implementation simplicity
* Unified data visualization
* Automatic root cause diagnosis
* Actionable alerts based on contextual insight

Published in: Technology
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4 Ways to Reduce IT Alert Fatigue

  1. 1. © eG Innovations, Inc. | www.eginnovations.com 4 Ways to Reduce Alert Fatigue Accelerating Detailed Diagnosis of Performance Anomalies
  2. 2. © eG Innovations, Inc. | www.eginnovations.com Logistics • Please submit your questions at any time during the webinar using the questions panel on the GoToWebinar client • This webinar is being recorded. You’ll receive a link to the recording in a few days • A copy of the presentation will be posted on SlideShare: https://www.slideshare.net/eginnovations/
  3. 3. © eG Innovations, Inc. | www.eginnovations.com Today’s Presenters John Worthington Director Product Marketing John.Worthington@eginnovations.com Wendy Howard Technical Consultant Wendy.Howard@eginnovations.com
  4. 4. © eG Innovations, Inc. | www.eginnovations.com Agenda  The Alert Fatigue Epidemic  Making Sense of Event Storms  Effective Event Correlation  How Do You Spell Relief? 4 Ways to... ...Reduce Alert Fatigue
  5. 5. © eG Innovations, Inc. | www.eginnovations.com About eG Innovations Worldwide Locations Global Headquarters: Singapore US Headquarters: New Jersey Founded in 2001 eG Innovations is a provider of enterprise-class application and IT infrastructure performance management software that delivers end-to-end monitoring, diagnosis, reporting and analytics across on-premises, cloud, and hybrid IT environments. Faster diagnosis and resolution of performance problems Enhanced service delivery and user satisfaction Maximum business productivity and cost savings Accelerated IT deployments and production rollouts Improved user experience and customer satisfaction Transform IT Service Delivery into Business Advantage
  6. 6. © eG Innovations, Inc. | www.eginnovations.com The Alert Fatigue Epidemic Digital Services and Complexity
  7. 7. © eG Innovations, Inc. | www.eginnovations.com Evolving IT Landscape Hybrid Environments Containers Microservices Hyper-Converged Infrastructures Virtualization / VDI IoTBYOD The modern IT stack has become diverse and distributed... ...it’s challenging to manage heterogeneous platforms and multi-vendor devices!
  8. 8. © eG Innovations, Inc. | www.eginnovations.com Monitoring using Multiple, Diverse Tools “65% of companies own more than 10 different monitoring tools” – EMA Survey, 2015
  9. 9. © eG Innovations, Inc. | www.eginnovations.com The Problem of Multiple, Diverse Tools • Overlapping functionality • False positives • Lack of cross-domain correlation • Finger-pointing and blame game • Longer diagnosis and troubleshooting • High TCO “IT teams spend 46 hours per month in war room troubleshooting sessions” – TRAC Research, 2012 “Over 35% IT pros feel, because they have too many tools and dashboards, they are slower at responding to critical issues and identifying the root cause” – Opsview Survey, 2016
  10. 10. © eG Innovations, Inc. | www.eginnovations.com Customer success in the digital age The ability to monitor the digital user experience is essential for competitive advantage “...as competition and buyer empowerment compounds, customer experience itself is proving to be the only truly durable competitive advantage.” - Gartner
  11. 11. © eG Innovations, Inc. | www.eginnovations.com Alert Fatigue • When users complain: “My application is slow!” • Identifying the root cause is challenging: – In the application code, the server, OS, database, network connectivity, virtualization/cloud platform, storage array, etc.? • IT teams are feeling alert fatigue more than ever before – 50% IT pros received 50 alerts per day from their monitoring tools – 23% IT pros received more than 100 alerts each day – 79% reported that reducing alert noise is a top challenge – Survey by Big Panda, 2016
  12. 12. © eG Innovations, Inc. | www.eginnovations.com Poll: What do you USUALLY do when an alert comes to your team? A. Take immediate action B. Wait for more of the same alerts to show up C. Open a support ticket D. Ignore it
  13. 13. © eG Innovations, Inc. | www.eginnovations.com Making Sense of Event Storms
  14. 14. © eG Innovations, Inc. | www.eginnovations.com AI, Machine Learning and Event Correlation • AI – Artificial Intelligence (AI) leverages many technologies, including machine learning. AI could include descriptive, predictive and prescriptive analytics. • Machine Learning – Machine Learning is a subset of AI that enables computer systems to perform tasks without explicit instructions. An example in this context is auto-thresholding or dynamic baselining. • Event Correlation – Event Correlation makes sense of event storms by pinpointing the event or events that are the critical cause or source of the event storm. (i.e., root-cause)
  15. 15. © eG Innovations, Inc. | www.eginnovations.com Making Sense of Event Storms APPLICATIONS INFRASTRUCTURE Digital User Experience Digital Business Transactions Applications Applications Applications Network Storage Servers Virtualization OS Middleware Runtime Data Private Network Storage Servers Virtualization OS Middleware Runtime Data Hybrid Network Storage Servers Virtualization OS Middleware Runtime Data Public Events ? Events ? ? ? ? ? ? ? ? ? ? ? Detect Events Make Sense of Events Determine Appropriate Control Action End-to-End Top-to-Bottom
  16. 16. © eG Innovations, Inc. | www.eginnovations.com 4 Key Goals of Effective Event Correlation
  17. 17. © eG Innovations, Inc. | www.eginnovations.com Elements of effective event correlation Implementation simplicity Unified data visualization Automatic root cause diagnosis Actionable alerts in context Detect Events Make Sense of Events Determine Appropriate Control Action
  18. 18. © eG Innovations, Inc. | www.eginnovations.com Implementation simplicity How many agents or plug-ins are needed? Can they be auto-deployed? Auto Deployment | Orchestration | Integration | Data Export Cloud Tool Chains Chat ITSM / Ticketing Can you leverage an API or CLI for integration with ticketing and tool chains? What about new tests and measurements? How are they added? Who must add them? Are there rules or policies that need to be maintained?
  19. 19. © eG Innovations, Inc. | www.eginnovations.com Unified data visualization Is the correlation reflected in topology displays? Does it present multiple RED alerts? Can the monitor point to a single root-cause, even if it’s in a virtual environment or cloud? If the root-cause is in the application code, can the interface point you to the specific line of code that’s causing the performance issue (i.e., a database query, an application bug, etc.)? Virtual, Dynamic Infrastructure Single Red AlertMultiple Red Alerts
  20. 20. 3/22/201 9 Oracle Confidential – Internal/Restricted/Highly Restricted 20 20 Columbus, OH CUGC Meeting
  21. 21. © eG Innovations, Inc. | www.eginnovations.com Automatic root cause diagnosis Code-Level Correlation The Devil’s in the Details! Does the monitor provide descriptive analytics; i.e., can it pinpoint the root-cause automatically without human intervention? Pre-correlated alerts indicate root-cause and provide meaningful notifications that are actionable - i.e., what just happened? Detailed Diagnosis
  22. 22. © eG Innovations, Inc. | www.eginnovations.com Automatic root cause diagnosis Preemptive Problem Detection and Alerting Application Topology Discovery & Visualization Cloud Performance Assurance Automatic Thresholding & Dynamic Baselining High Traffic Slow Website High JavaScript Errors Simulation Does the monitor provide predictive analytics; i.e., also indicate effects and provide early warning? Can it perform Real and Simulated User monitoring?
  23. 23. © eG Innovations, Inc. | www.eginnovations.com Automatic root cause diagnosis Does the monitor provide prescriptive analytics; i.e., help answer, What Should We Do? • Simulated transactions and user experience monitoring leverage analytics for determining possible outcomes • Site-specific knowledge management provide for context sensitive search • Situationally-aware self-help embedded in the monitor Right Sizing and Optimization Knowledge Sharing Role-Based Dashboards and Reports
  24. 24. © eG Innovations, Inc. | www.eginnovations.com Actionable alerts in context APPLICATIONS INFRASTRUCTURE Digital User Experience Infrastructure Health Application Health Business Transaction Health Monitoring context must include the entire digital business service ecosystem, inclusive of all its components. Can the monitor be used across the lifecycle? Can the user interface adapt to Executive, Operational and Analytical roles? IT Ops bridge Service Desk ITIL© Service Design Service Transition Service Operation Plan & Build Release OperateDevOps Developers Engineers SRE SMEExec Support Admin IT Operating Model
  25. 25. © eG Innovations, Inc. | www.eginnovations.com How Do You Spell Relief? Every Layer, Every Component Code to Bare Metal Public, Private, Hybrid Alert Fatigue...
  26. 26. © eG Innovations, Inc. | www.eginnovations.com Relieving Alert Fatigue Detect Events Make Sense of Events Determine Appropriate Control Action Effective event correlation requires a services-oriented context--- IT services can be customer-facing or supporting, but should include all ecosystem components! Digital User Experience Infrastructure Health Application Health Business Transaction Health
  27. 27. © eG Innovations, Inc. | www.eginnovations.com Relieving Alert Fatigue Detect Events Make Sense of Events Determine Appropriate Control Action Implementation simplicity Unified data visualization Automatic root cause diagnosis Actionable alerts in context The 4 elements of effective event correlation are fundamental to effective operational monitoring and control--- without them, you’re basically flying blind! Implementation simplicity Unified data visualization Automatic root cause diagnosis Actionable alerts in context
  28. 28. © eG Innovations, Inc. | www.eginnovations.com Relieving Alert Fatigue Detect Events Make Sense of Events Determine Appropriate Control Action Monitoring and event management trigger many operational processes--- make sure you differentiate alerting from notification Implementation simplicity Unified data visualization Automatic root cause diagnosis Actionable alerts in context IT Ops bridge Service Desk Developers Engineers SRE SMEExec Support Admin IT Operating Model IT Ops bridge Service Desk Developers Engineers SRE SMEExec Support Admin IT Operating Model
  29. 29. © eG Innovations, Inc. | www.eginnovations.com What do I do with all these alerts? Alert comes in Do you care about it? I don’t know- should I ? Research it - Click on help. Try Google or a KB Okay, now I understand Start over Yes! This needs to be fixed. Make appropriate changes and monitor for a while to make sure the alert goes away. If appropriate, update fix history. Apply a maintenance policy to the metric or component This is actually a known issue and will be fixed soon If for some reason, you think it’s a false alert, notify your eG Admin who will check your test configuration and credentials Admin->Tests->Specific Configuration Is it because the threshold is too high/low? Nope, it doesn’t help me. No, I don’t even care about this metric at all Remove the threshold Yes Modify the threshold Periodic (weekly/monthly) alert tuning
  30. 30. © eG Innovations, Inc. | www.eginnovations.com Poll: How do you create incidents in your Incident Management system? A. Myself and my team do it manually B. Automatically with a tool C. The Call center or support desk does it D. We don’t have an Incident Management system
  31. 31. © eG Innovations, Inc. | www.eginnovations.com Alert vs Notification Handling Alarm Viewer (Help Desk) Monitor User (Operator) Monitor User (Implementer/Admin) Event Mgt • Real-Time Performance, Situational Awareness • Digital Service and End User Context • Role-Based Views • Monitoring & Control / IT Operations Bridge • Right-sizing & Optimization • Test/Measurement Design & Management Step 1 –Tool-Generated Events/Alerts (Event Modeling) • Personalized Alarm Windows • Real-Time Topology Maps • User Experience Dashboards Real User Monitoring Correlated Alarm Windows, User Experience Dashboards, Real User Monitoring Code-Level Correlation The Devil’s in the Details! Automated Isolation of Performance Issues Every Layer, Every Component. Code to Bare Metal. Public, Private and Hybrid Cloud. Knowledge Sharing Performance-Oriented Configuration Tracking Self-Healing Correlation Ongoing Integration Converged APM/IPM. Unified Analytics Platform for Digital Service Assurance “Deploying event management tools without setting up processes to operate them...can put the value of these tools at risk.” – ITIL Service Operations Incident Mgt Step 2 – Incident Notification of Current or Potential Service Impacts (Incident Modeling) • Notification Groups • Escalation • Incident Modelling • Knowledgebase Validation • Problem Mgt • Change/Configuration Mgt • Capacity/Performance Mgt Don’t let your desire to automate ITIL porcesses dilute Event Management’s primary purpose... ...Making Sense of Events... ....that’ at the heart of dealing with Alert Fatigue!
  32. 32. © eG Innovations, Inc. | www.eginnovations.com Solve Alert Fatigue with eG Enterprise • When the storm hits it is event correlation that moves you toward a detailed diagnosis and actionable information People today are expected to filter, understand and act upon an enormous mountain of data. Consequently they are overwhelmed; they are “info-toxicated.” Existing tools that are used to help people process and communicate information are creating large inefficiencies in their workdays. – 2020 Technology Landscape, Citrix Technology Office Observability Monitoring Developers Systems Engineers Total Performance Visibility for the entire Service Team Process & Service Owners Managers Practitioners Service Design Service Transition Service Operation Plan & Build Release Operate ITIL© DevOps DevOps organizations will seek to structure around capabilities and is more dynamic; i.e., ‘Team of Teams’ ITIL structures emphasizes cross-functional processes and services Business Capability Teams Product Owner Designer Developers Testers Shared Services Teams Service Owner Deployment Staff Testers Engineers IT Operations Management Application Management Infrastructure Management Ops Control / Facilities Mgt Service Desk A Unified Analytics Platform for Digital Service Assurance Converged Application and Infrastructure Performance Monitoring Every Layer, Every Component Code to Bare Metal Public, Private, Hybrid
  33. 33. © eG Innovations, Inc. | www.eginnovations.com Observability Monitoring Developers Systems Engineers Total Performance Visibility for the entire Service Team Process & Service Owners Managers Practitioners Service Design Service Transition Service Operation Plan & Build Release Operate ITIL© DevOps DevOps organizations will seek to structure around capabilities and is more dynamic; i.e., ‘Team of Teams’ ITIL structures emphasizes cross-functional processes and services Business Capability Teams Product Owner Designer Developers Testers Shared Services Teams Service Owner Deployment Staff Testers Engineers IT Operations Management Application Management Infrastructure Management Ops Control / Facilities Mgt Service Desk A Unified Analytics Platform for Digital Service Assurance Converged Application and Infrastructure Performance Monitoring Every layer, every component. Code to bare metal. Public, private, hybrid cloud.
  34. 34. © eG Innovations, Inc. | www.eginnovations.com +1 (866) 526 6700 www.eginnovations.cominfo@eginnovations.com Thank You

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