Why your operations teams need AIOps


March 07, 2023

Are you struggling to realize AIOps goals?

From basic internet facilities to advanced cloud-hosted applications, Information Technology (IT) fuels our day-to-day work. Organizations that build their strategy by having IT at their core can have a significant impact on the company, customers, employees, and even the culture. 

No wonder companies are investing heavily in their IT teams and infrastructure, but at the same time it becomes imperative to realize their AIOps goals. 

Modern-day organizations struggle to keep pace with the ever-changing IT demands as most of them depend upon multiple point solutions, and third-party providers or dwell on internal tools and resources which seem insufficient to the ever-increasing demands of the AIOps world.

In this blog, we will understand how IT organizations that identify and understand patterns in vast, diverse sets of data are best equipped to find, fix, and prevent performance problems to realize AIOps goals.

What is AIOps?

Gartner coined the term AIOps in 2016. According to Gartner, "AIOps combines big data and machine learning to automate IT operations processes, including event correlation, anomaly detection, and causality determination."

"AIOps platforms analyze telemetry and events to identify meaningful patterns that provide insights to support proactive responses."

IT & Business Operations Teams with Current Tools

The operations teams will always be the lifeline of the business and thinking of running a business without them is impossible. While the teams are important, so are the tools being used by them. We see very often that the operations teams in large organizations are still using legacy tools to perform their daily work. 
The leaders are aware of this, but they refrain from making changes as it impacts the budget and training cost of the employees. The inability to get a single vendor for all the needs is the other challenge that the leaders face. Hence, everybody is looking for a change but is afraid to take the initiative to use the new tools. 

Cause Behind the Dire Outcomes 

Operations agents are warriors for an organization. They are fighting issues 24*7. This situation, where the latest tools are unavailable, is very similar to the stories where warriors are given swords to fight in the age of automatic machine guns. As the operations teams do not use the latest tools, it impacts the business agility and leads to delays in incident resolution, lack of analytics, and poor communication between teams.  
Some teams also prefer to spend their energies and time integrating multiple products to create a single solution. This is done using custom integrations so that the products talk to each other, and the team can derive actionable insights. This primarily fails because the APIs and data used for integration are dynamic and can be changed by the products at any time.

Challenges of Operations Teams

Operations teams in large enterprises are mostly in different geography and, therefore, there is always a lack of communication. A clear disconnect between IT and business teams is always visible as they do not have a single pane-of-glass view.

From small to large enterprises, IT leaders are chased by the business teams in case of a technical issue. The IT teams have to troubleshoot the problem manually to find the root cause and explain the business what went wrong while the customer waits for resolution.
On the other hand, the business operations team does not get clear visibility of IT issues which obstructs them to timely set customer expectations.

Can AIOps replace humans?

The straight answer is 'No'. IT leaders, and even CXOs, keep encountering this question whenever a salesperson talks about replacing an 'X' number of human agents by implementing an AI-based solution for operations. 
The AI solution is mostly used for two types of tasks in organizations one is repetitive tasks and the other one is complex and time taking tasks. The truth is that everything between these two types of tasks will always need human intelligence.
Also, to train these solutions and sometimes to review the resolutions provided by these systems, agent expertise is required.
Therefore, the key to successful operations is an AI-lead and a human-assisted operations team.

AIOps features needed by Operations teams

IT and Business operations are crucial for the success of an organization. Hence, AIOps solutions should strengthen both IT operations and the Business operations teams, answer their questions and enable them to analyze the cause of the issues.
Keeping everyone on the same page is important, so it should improve communication between teams and show a transparent view to all stakeholders and notify them when needed. 
The AIOps solution should observe the IT infrastructure, detect problems, and resolve them autonomously. 

Cloud operations is the present and the future. Large enterprises have hybrid cloud environments, hence, the AIOps solution should automate the cloud lifecycle management and provide guidance to optimize expenditure.

Change the game with DRYiCE IntelliOps

HCL Software has been in the industry for decades serving customers. Our experience eventually allowed us to bring in an offering, which is a combination of multiple tenets that, ideally, in conjunction try to deliver value. DRYiCE IntelliOps is an AIOps offering with multiple value-tenets delivering value-ops. starting from digitizing the business flows and their critical business KPIs, leading to measuring its health through observability which is dependent on relevant technical data. Then, highlighting the business impact due to IT issues, and proactively acting through an intelligent automation system. Also, allowing IT teams to have transparent visibility on their accountability towards business services and their spending on Cloud services. Last but not least, providing next-gen user experience to business & IT stakeholders via cognitive virtual assistant to acknowledge, address and observe critical issues.

The following are the key features of DRYiCE IntelliOps: 

  • Intelligent Event Management
  • Automated Remediation
  • Unified Reporting and FinOps
  • Cloud Lifecycle Management
  • Cognitive Assistant
  • Business Flow Observability
  • Workload Automation
  • Patching and Compliance
  • Server & Network Monitoring
  • Service Management

Saurav Pant

Saurav Pant, Product Manager - DRYiCE IntelliOps

Saurav brings more than 10 years of experience working with Product, Customer Success, Customer Implementation, Business Analysis, and QA teams. He is an alumnus of Uttarakhand technical university and holds a bachelor's degree in information technology Engineering.

He has worked on different domains like - Software, Contract lifecycle management, Healthcare and IT Infrastructure. He is a big fan of automation and is passionate about creating products to solve IT infrastructure problems.