We know how to integrate traditional Service Management governance with Agile DevOps ways of working in the new AIOPS operating model.

Summary

  • New data driven, AI driven IT Operations Model integrated with Agile SAFE ways of working

  • Transformation journey for the traditional ITIL Service Management operation unit toward DevOps led ways of working with data-driven insight

  • Datalake implementation combining system logs with user experience and business process transaction tracking, and events and changes in the landscape

  • High degree of automation and Machine Learning keep track on operational status for a hybrid On-Prem, IaaS and SaaS architectural landscape

  • Innovative OKR (Objective and Key Results) that combine proven Service Management governance practices with Agile SAFE follow-up methodologies

 

COMMON CHALLENGES

  • As the development teams move to Agile and DevOps ways of working, traditional IT Service Management Processes no longer treated as essential for operational stability and efficiency

  • Service Management operational units have difficulty to leverage on the key insight that various APM(Application Performance Monitoring) data and Infrastructure monitoring metrics provides

  • Data and log amount grow exponentially, however the there is a lack of capability to ingest and transform data, capture key insights as well as correlate data to provide meaningful valuable outcome. How does a datalake should look like and what are the key components and how to implement such a solution?

  • Agile SAFE ways of working has completely different perspective treating Incidents, Problem and Change Management compare with traditional ITIL model, How to marry together those two ways of working seamlessly and get most out of both based on the insight and observability of an AIOPS platform?

 

OUR EXPERIENCE AND ENGAGEMENT ACTIVITIES

  • Conduct SWOT analysis of current operation and define a clear vision and mission with a roadmap toward AIOPS

  • Design and implement a datalake solution with Machine Learning capabilities based on Gartner AIOPS model

  • Update and redefine engagement model for ITIL process operation and align with Agile SAFE methodology and tooling capability

  • Define, build and deploy operational dashboards based on AIOPS monitoring data, creating single pane of glass for hybrid IT Operational Control Tower

  • Define, evaluate, test and implement runbooks, scripts and other automation tasks integrated with infrastructure and network management capabilities

  • Design and implement of Chatbot, RPA Robotic Process Automation for Service Desk

  • Design and implement operational model based on AIOPS model

  • Establish a Center Of Excellence for AIOPS competences and capabilities