The journey to automation must begin with truly understanding the service and performance experience of your customer to automatically act upon this understanding. An effective AIOps does this. AIOps operates through the entire service event pipeline from observation to analysis then action. AIOps identifies and prioritizes issues, reduces the time to understand the issue, diagnose the problem, and resolve customer-impacting events faster through automation.
So how does AIOps enable automation? Let’s look.
Automation of Fault Detection, Diagnosis and Notification
The Vitria AIOps solution ingests, enriches and analyzes metrics, events, logs, and traces from systems across the technology stack. Analytic methods such as automatic baseline generation, anomaly detection and feedback learning are used to continuously improve on every metric and dimension using machine learning (ML). AI and ML automate recognition of signals related to the same issue, enabling a single incident to be declared automatically. Gone is the time absorbed in evaluating false positives and the agonizing complex human analysis required across multiple data sets and disciplines to determine root cause. The intelligence delivered through AIOps integrating monitoring, observation, analysis and communication across the technology stack eliminates different teams operating in different technology silos tackling the same or related issues independently. An effective AIOps solution will not only identify the cause but define the severity along with impacted populations and entities, as well as recommend remediation steps that can be executed manually or through automation.
Automating the notification process accelerates issue closure. In addition to automated communication for service operations, automated ongoing communication including status updates and resolution for customer care agents and customers improves customer experience. Notification to in-house fix teams that would otherwise spend time addressing symptoms within their domain derived from the real root cause of the problem can also be implemented automatically. All of this is possible through the implementation of the right AIOps solution.
Automation of Intelligent Action Remediation
Identifying the actions that remediate or mitigate a problem is the next step on the AIOps journey to automation. Vitria AIOps can leverage Generative AI and Natural Language Interactions to serve users where they work today – in chat applications, email and text messaging. This more naturally supports team collaboration, and avoids the need for users to swivel-chair to yet another application. It also allows the inherent knowledge contained in the vast amount of unstructured data related to past issues and fixes to be harvested along with ITSM knowledge bases to deliver an AI-generated “likely fix” to the right fix agent, accelerating resolution.
Low risk, low impact recommendations can simply be automated. Higher risk or high impact issues can be sent to the right expert for review. As confidence is built in the automated actions, the level of human involvement can be reduced while the number and scope of automated actions can increase.
Post remediation, the knowledge created and recorded in the system about each incident and fix is added into the knowledge base, delivering continuous refinement and improvement for fix recommendations and actions. AIOps is the key to your journey to automating the service assurance process. VIA AIOps accelerates the process of fault identification, root cause analysis, and remediation. An AIOps solution from Vitria has reduced time to restore service by 50% and delivered 20% efficacy improvements year over year for our customers.
One response to “It is Time to Move to AIOps and Automate the Service Assurance Process”
Clearly the traditional, reactive approach to service assurance is a relic of a bygone era. In today’s hyper-connected world, where customer expectations are stratospheric and complexity reigns supreme, clinging to manual processes is akin to navigating the cosmos with a sextant.
This article illuminates us with the transformative power of VIA AIOps, not just as an incremental improvement, but as a fundamental shift in how we ensure seamless digital experiences.
For me, the core message is that VIA AIOps is crucial for modern service assurance, moving us from reactive to proactive and autonomous operations. VIA AIOps leverages AI/ML to ingest data, identify root causes quickly, and automate remediation.
Vitria’s VIA AIOps automates fault detection, diagnosis, notification, and remediation, improving resolution times and customer experience.
VIA AIOps empowers teams, reduces manual work, and allows focus on strategic initiatives. Adopting VIA AIOps is essential for staying competitive in the future of service assurance. Those who resist risk being left behind. The time to adopt is now.
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Lectoresde habla hispana:
Es evidente que el enfoque tradicional y reactivo de la garantía del servicio o “service assurance” es una reliquia de una época pasada. En el mundo súper conectado de hoy, donde las expectativas de los clientes son estratosféricas y donde reina la complejidad, aferrarse a procesos manuales es similar a navegar por el cosmos con un sextante :-).
Este artículo nos ilumina con el poder transformador de VIA AIOps, no solo como una mejora incremental, sino como un cambio fundamental en la forma en que garantizamos experiencias digitales fluidas.
Para mí, el mensaje central es que VIA AIOps es crucial para una garantía de servicio moderna, llevándonos desde operaciones reactivas a operaciones proactivas y autónomas. VIA AIOps aprovecha la IA/ML para ingerir datos, identificar las causas fundamentales rápidamente y automatizar la reparación.
VIA AIOps automatiza la detección, el diagnóstico, la notificación y la reparación de fallos, mejorando los tiempos de resolución y la experiencia del cliente.
VIA AIOps entrega más poder a los equipos, reduce el trabajo manual y permite centrarse en iniciativas estratégicas. La adopción de VIA AIOps es esencial para seguir siendo competitivo en el futuro de la garantía de servicios. Aquellos que se resisten corren el riesgo de quedarse atrás. El momento de adopción es ahora.