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AIOps FROM ADMnextTAKING IT OPERATIONS TOTHE NEXT LEVEL

OBSERVING, ORCHESTRATING,AND AUTOMATING ITOPERATIONSThe pressure on IT to do morewith less is constant and onlyintensifying. Business leaderswant speed in the delivery ofnew functionalities, as well asstability for their IT systems andnewly released product features.They’re looking to IT to help themtransform their operations andguide them in leveraging thevalue that can be derived fromthe troves of data available. AndIT leaders have been strivingto deliver here by bringingmore reliability, scalability, andcustomer centricity – all whilesimultaneously lowering totalcost of ownership.There are many potentialstrategies for achieving this,however, Capgemini believesthat the key to success here liesin increasing performance andservice health visibility – anddriving a strong digital business.Gartner Research, “AIOps Platforms,”August, 2017(1)2AIOps from ADMnextDriving a strong digital businessCustomer expectations have significantly evolved over the past few years, withdigital channels being the primary mode of customer-business interface. Digitalchannels enable real-time service and drive business growth for organizations.With digital channels becoming such primary business enablers, any interruptionto IT systems could result in substantial loss of revenue, a damaged reputation, orregulatory liabilities.AIOps (Artificial Intelligence for IT Operations):Combining data and automationBut how do you drive a strong digital business and satisfy and exceed the demandsof the customers you serve? The answer could lie in AIOps (Artificial Intelligence forIT Operations). Gartner coined the term AIOps in 2016. According to Gartner, “AIOpscombines big data and machine learning to automate IT operations processes,including event correlation, anomaly detection and causality determination.” AIOpsis not a single technology, but rather a combination of disparate technologies fordata collection, processing, analysis, and visualization coupled with automationtools and solutions.(1)The key to AI application – observability,orchestration, and automationSo, how do you adopt AIOps within your IT operations and glean actionable insightsfrom data generated by various IT assets and systems users? To simplify yourAIOps implementation approach, it’s essential to frame the application of AI acrossthree key pillars – observability, orchestration, and automation. But how do youaccomplish this and successfully approach and implement AIOps?

on/Auto ABILITYSTABILITY MESCollaboration strationAutomationIn the most utopian scenario, you needto be self-aware and have the ability toself-announce and self-heal when thereare issues. Monitoring in the traditionalworld is highly siloed, so observabilityis best achieved by bringing logging,tracing, and metrics from networkand storage, along with integratingon-premise servers or building multicloud environments into applications.This full-stack monitoring capability willprovide deep IT, service performance,and application performance insights.Service management is the hubof all human-centric activities inIT operations. With AI and ML, it’spossible to implement human-inthe-loop (HiL) automation to notonly streamline but also optimizeincident, problem, and service requestmanagement processes. With chatbotsand digital voice assistants, automatedbots can engage with users anddrive self-service to various types ofrequests, such as password resets ordata and report requests.Automation through scripts isnothing new to IT departments andprogrammers. With advancementsin automation using APIs, datamanagement, and GUI-based robotics,we can easily push the envelope bydelegating deterministic procedures tobots and empowering human workersto take up more problem-solvingchallenges. Additionally, AI takes itfurther by helping us achieve self-healbased remedial actions.3

ATTAINING AWARENESSDEEP INSIGHTS INTO YOUR IT SYSTEMS, APPLICATIONS, SERVICES,AND CUSTOMER EXPERIENCEYour customers can easily lose their patience with digital applications that do not offer them the speed and intuitive experiencethey expect. This is why it’s crucial to take a hard look at how you monitor – or rather – observe applications performancebusiness transactions and KPIs.With digital transformation agendas demanding speed and stability, it’s critical that digital-age applications be observableand disseminate information about their performance and functioning. Coding for digital applications is not complete untilmonitoring analytics is built into the code to attain a holistic view of the health of key business services. This is why observabilityis essential for a successful DevOps-based operating model.The monitoring of enterprise networks, infrastructure, andlegacy applications is still critical in the current environment.Gartner reports that many enterprises already have over 15monitoring tools on average. So, there’s no dearth of dataavailable from different domains. However, the challengeshere lie in siloed monitoring approaches and a lack of endto-end observability. Additionally, with hybrid landscapes(including cloud) and on-premise environments becoming thenorm, obtaining a unified view is now even more important.Infra DataExperienceDataAIOpsApp DataTopology Aware Service Aware Business Aware4IT InsightsService ContextCX InsightsBusinessPerformance InsightsAIOps from ADMnextNetworkDataData already available with IT organizations can provide usefulinsights, however, it can be nearly impossible to effectivelyutilize this torrent of data. Technologies such as AI and ML canhelp uncover useful insights by reducing clutter from variousevents, minimizing false positives, detecting anomalies, andeventually applying root-cause analysis for expedited issueresolution. Organizations expect these technologies to predictand prevent IT outages in order to protect and guaranteepositive customer experiences.Businesses are less concerned about CPUs and moreinterested in how their end customers and suppliers areimpacted by business applications performance. AI can helporganizations attain deep insights into IT infrastructure andapplication performance – in conjunction with user transactionjourneys – to rapidly provide answers.AI/ML solutions are available here to alert you on criticalbusiness events. They can be applied to derive more granularinsights on a variety of KPIs. Additionally, user experiencemonitoring can provide a better view of engagement and theadoption of your customer facing products.Good AIOps solutions can help organizations observe end-toend customer experience, from business KPIs to underlyingapplications performance and IT infrastructure availability.

AIOps FROM ADMnextTAKING YOUR IT TO THE NEXT LEVEL WITH HUMAN-IN-THE-LOOPALGORITHMS, CHATBOTS, IMPROVED KNOWLEDGEMANAGEMENT, AND CMBD OPERATIONSOrchestrating automationefforts into a meaningfulline-up of activities withhuman-in-the-loop (HITL)automation, chatbots,improved knowledgemanagement, andconfiguration managementdatabase (CMDB) canenable you to better predictoutages, catch performancedegradation, and improveroot-cause analysis.End-to-end AIOps architectureAUTOMATEApplication Monitoring*Application LayerAppDynamicsEventco-relations, alerts,and forwardingChannelsSAP SolManAppMonSAP wareOther appsSecurity Event MonitoringQRadarSymantecCarbon BlackMcAfeeInfra LayerServer & DB MonitoringSCOMSolarWindsObservabilityITSMCloud MonitoringDatabaseOperating SystemStorageStorage MonitoringOEMsNetwork LayerHTTPSecurity Infra MonitoringNetwork MonitoringRouterSwitchFirewallLoad BalancerSolarWindsAutomationand Robots*Sample list of monitoring tools5

Human-in-the-loop AI for ITSMIT Service Management (ITSM) typically serves as the hubfor IT operations processes. And two of the most importantprocesses here are incident and problem management. Thetraditional goals of these two processes are to standardize,optimize, and improve the turnaround of resolution. NLPbased AI solutions can provide a deeper insights into frequentand repeat incidents.AI can also enable the intelligent routing of remediationworkflows (either to a human or prescribed bot) to resolveissues. IT organizations can also continuously assessseasonality using time-series AI algorithms to predict theoutcomes of critical business events. These much-neededcapabilities provide insights for the better planning operationsand support, in order to avoid any major incidents that couldhave huge negative business impacts.Chatbots for service request automationRequests to reset passwords and account locks are commonrequests that service desk teams have typically been handlingmanually. AI-based chatbot solutions that are integratedwith automated fulfillment can be a viable solution for manyIT organizations. These chatbot solutions can eliminate themanual handling of service requests and free up IT resourcesso they can take on more strategic work.Knowledge management inservice orchestrationTo accomplish better outcomes with automation and chatbots,knowledge bases need to be dynamic and up to date. Toensure this, we need AI-based solutions to continuously keepknowledge articles validated according to real-world scenarios.With AI-based analytics and orchestration, knowledgearticles can be validated through historical data, and enduser acknowledgement and peer reviews before an object iscommitted to the system. User input is important here – anddriving adoption with knowledge management gamificationthrough AI and analytics will provide a wealth of benefits.AIOps for better CMDB operationsAIOps can be leveraged for better operation of CMDB that isless manually intensive and always keeps you up to date. Withthe growth of IT assets from cloud to IoT devices, it is essentialthat IT teams have workable CMDB – and AIOps automation iskey in making this happen.Unlocking the potential ofAIOps and enabling success atscale with ADMnext and CIAPWhen applied correctly, AI-based operationshave the potential to markedly improve customersatisfaction and act as enablers for driving topline results with minimal impact to your bottomline. There are multiple ways to peel this onion– and enterprises will have to be diligent in orderto avoid being pulled into any one particularAIOps direction.With ADMnext, we enable you to execute yourvision rapidly and clearly with a dynamic strategyand roadmap to progressively transform your ITinto more proactive and predictable operations.Central to this transformation is CapgeminiIntelligent Automation Platform (CIAP). CIAPis a purpose-built, plug-and-play platform thatenables effective IT and applications servicesdelivery. With CIAP, you harness the full potentialof intelligent automation for maximum valueacross your entire operations – seamlessly and atscale. Essentially, CIAP helps you to move froman operations focused, limited value, isolateddeployment of automation to an enterprise-wide,automation-first approach for integrated, endto-end service management.Contact us below to learn more about ADMnextand CIAP and begin your AIOps journey today.Prasanna VelayudhamAIOps Practice Leadprasanna.velayudham@capgemini.com 1 918 978-1108Sonal ChaturvediVice President, Product Owner (CapgeminiIntelligent Automation Platform)sonal.chaturvedi@capgemini.com 91 88798 49922Clifton MenezesADMnext Offer Leadclifton.menezes@capgemini.com 91 98208 10212Visit us here to learn more about whatCapgemini’s ADMnext can do for you AIOps andbusiness as a whole.6AIOps from ADMnext