Renato Macedo | Regional Director for Infra Management and Cloud Brazil

Going to the Next Level of IT Operations: Analytics and User Experience Management Centers

Certainly, you have noticed how leading IT Service Management is challenging and how making decisions on disruptive technologies that your own team is not fully aware or trained to adopt the hype cycle and tech curve offerings.

Business has been pressuring to deploy projects, platforms and integrate it all faster than ever, hasn´t it? Now is the time to focus on the best selective architects to define the ecosystem instead of managing in your IT Operations Service Management framework. The most valuable result your digital organization can likely deliver is the user experience, with more performance response time, predictable and analytical that defines the next best action your client is looking for and better than your competition.

In the near future, IT Service Management staff will be replaced with self-service portals. Chatbots, powered by AI Human ITSM analysts, will shift their focus to major incidents (one-to-many), problem management, and change management.

Over time, human involvement for any ITIL process will continue to decrease. Expect IT analysts of the future to become predictive analyzers of the business instead of IT process consultants.

Automation and Artificial Intelligence (AI) are key phrases now applied to IT Operations, which are tools that will free your time and focus on what really matters, user experience driving business results. Automation relies heavily on manual pre-configuration when running through processes; unless they are set up and triggered, they do not occur. An example is a simple action to adjust a database tablespace or filesystem based on pre-determined parameters by a human resource. In this case, you will need to maintain your own IT staffing to manage those routines.

The key difference between AI and automation is the requirement for human intervention when following the workflow process. Unlike automation that is predetermined and limited to a set of responses we identify, AI can filter and select an appropriate response on its own accord.

“Keep in mind that on average an automatized process or robot costs $8k USD per year versus a $50- 70k USD per year IT Datacenter engineer in a mature market and payback period is roughly 6 months.”

AI is further evolving with advancements in Machine Learning, enabling AI to not only assess the best response, but to remember details that will affect future machine-based decisions. AI uses aspects of automation when following a process and differs in how the technology comes to the decision of the response action.

Currently AI and automation are utilized within ITSM to relieve the pressures and workloads of executives, managers and other business professionals by reducing manual admin.

The department head’s knowledge is critical in ensuring the correct technology is procured, deployed and pleasantly adopted by the end user. Without a clear understanding of the department’s needs, how a solution will be used and scalability within the department, it is unlikely that a deployment will check all the boxes to drive value and ROI.

For this reason, the IT department has to assimilate into the various departments within the company to get a clear understanding of the adapted needs of the customer and provide the most appropriate solution. From now on, redirect your people management strategy to develop IT architects that will define the best vendor sourcing and orchestration strategy for your organization.

  1. Big Data applied to datacenter practices, reducing costs and anticipating issues, and the new IT Operations Analytics.
  2. Cloud’s ability to connect the best data and API ecosystem to the business, not just IT cost savings adopting public clouds. Keeping in mind that 21% of budget spent on cloud and pointing to up 40% of total IT budget in 2020.
  3. Orchestrations with multiple platforms, vendors with secure and faster ways.

Now traditional Network Operations Centers (NOCs) are being decommissioned to become the User Experience Operations Centers (UXOCs), understanding predictable transactions and anticipating issues managing the AI algorithms according to the business.

  1. Governance (API management catalog, lifecycle management, data quality, operational analytics)
  2. A User Experience Architect that will define the integration framework, cognitive solutions, and AI applied to the IT ecosystem
  3. Operations manager focused on Hybrid Orchestration
  4. Core Application, Data Integration and Mediation Capabilities

everis researches business integration models across multiple industries, understanding the nuances of each culture and technology adoption curve based on a continuous integration framework. Through an open source principle, continuous integration models from business, application management and infra services are all integrated.

everis developed the automation skills, AI algorithms, and has researched and deployed UX platforms globally. Our methodology helps large organizations navigate this digital journey safely and rapidly.

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