New generation IT operations a practitioner’s view
Enterprise -IT has been rapidly adopting cutting edge technology platforms in all its facets over the last few years. Adoption of multi cloud on which cloud native applications are developed and deployed is kind of a norm in the last few years. Artificial intelligence and machine learning is seeing main stream adoption at different levels including IT operations. It is becoming a norm for any new environment being built to be software defined , programmable , composable.
While environments are being built new or existing environments extended using cutting edge technologies , they are monitored and managed in the same old fashioned ways. While aspiring to be predictive and preventive it still is being designed to be reactive based on alerts and thresholds used to create incidents. ITIL/ITSM driven incident management processes , triggering long bridge calls tp resolve and identify root cause seem to be the norm still. Not only the incident management for Severity 1 tickets but the end to end support process starting from a service desk to a global command center based operations is kind of “nullifying” the advantages/ features offered by the multi cloud , agile , software defined programmable service based platforms.
I would like to share the following case study , where in at Lexmark as described in this article by then CIO , Brad clay and me a platform built using AI and ML is driving real time operations architecture. This platform is driving #incident avoidance through elimination and encouraging very efficient , highly productive lean support teams while still adhering to the service management process governance and is also enabling a rich quality of life to the operations teams.
