INDUSTRY INSIGHT
ChatOps with NLP capability is a valuable component for ITOps and DevOps teams. ChatOps allows operational teams to communicate more effectively and greatly increases the efficiency of service assurance and performance management processes by shortening communication feedback loops and improving response times. ChatOps with NLP when implemented with AIOps is also used to leverage existing data repositories and provide access to contextual data in real-time saving hours of time in the incident resolution process.
Combining AIOps and ChatOps optimizes communication and collaboration supporting operations teams to resolve incidents faster.
INDUSTRY NARRATIVE
Disaggregated technology stacks, physical, hybrid and cloud infrastructure running complex applications and services make performance management and the ability to quickly pinpoint issue causation and determine the right fix extremely difficult. Siloed operations teams communicating through ticketing systems often leads to ticket “ping-pong” between teams and sitting in one ticketing queue after another resulting in longer mean times to repair and restore.
A North American based MSO could no longer sustain unacceptable resolution times for complex incidents. Their solution was Vitria VIA AIOps. Vitria VIA AIOps delivers operational intelligence and real time visibility across all layers of the technology stack and across operational silos. Vitria AIOps transforms service assurance management through process automation and augmented intelligence.
VIA’s ChatOps functionality provides complete “Situational Awareness” of ongoing and proactive problems and incidents across IT operational teams with data driven insights. The symptoms, causes and impacts are easily and efficiently communicated across teams.
Searching and synthesizing unstructured data through a chat-based interface provides a natural access method for powerful system assurance knowledge. Large Language Models leverage a treasure trove of unstructured data that has been previously difficult to leverage. With these capabilities, ITSM tickets as well as all relevant unstructured data can be harvested to accelerate the issue resolution process.
REALIZING VALUE
Reducing cost and accelerating resolution time was achieved through the implementation of VIA AIOps and the ChatOps functionality with NLP processing. Benefits were gained across the lifecycle of the incident management process. These benefits included:
- Achieving cross-correlation ability across service delivery domains and monitoring paradigms (FM, PM, logging, APM, etc.)
- Greatly enhancing communication across IT services operations between network, application, and infrastructure teams with real time collaboration
- Improving cross-team alignment and knowledge sharing
- Reducing the meantime to restore service
- Integrating with existing collaboration tools to minimize impact to existing workflows and processes
- Capturing the history of team activity, system events, problems, and solutions
- Enabling codification of SMEs knowledge
- Empowering new user communities by eliminating learning curves
- Supporting and enabling preparation for end-to-end process automation
North American MSO Ends Ticket Ping-Pong with GenAI ChatOps
A North American MSO could no longer sustain its resolution times for complex incidents. Siloed teams communicating through ticketing systems were passing incidents between queues, extending mean time to restore. After deploying VIA AIOps with ChatOps and NLP, teams gained shared situational awareness across network, application and infrastructure boundaries, and time to restore service fell.
At a glance
- Industry: Telecommunications — MSO
- Challenge: Ticket ‘ping-pong’ between siloed operations teams extending mean time to restore
- Approach: VIA AIOps with ChatOps and NLP, integrated with existing collaboration tooling
- Result: Cross-domain correlation across FM, PM, logging and APM; reduced mean time to restore; SME knowledge codified
- Source: Vitria customer narrative
The situation. Disaggregated technology stacks spanning physical, hybrid and cloud infrastructure made it difficult to pinpoint causation and identify the right fix. Because teams were siloed and communicated through tickets, incidents moved from one queue to the next without resolution, and each handoff added delay.
What was done. VIA AIOps delivered operational intelligence across every layer of the stack and across team boundaries. ChatOps provided shared situational awareness of live and predicted problems, with symptoms, causes and impacts communicated in one place. NLP made unstructured data searchable through a chat interface, so ITSM tickets and troubleshooting history became usable during an incident rather than after it. Integration with existing collaboration tools kept disruption to established workflows minimal.
The result. Cross-correlation across service delivery domains and monitoring paradigms — fault management, performance management, logging and APM. Mean time to restore fell, team alignment improved, subject-matter expertise was codified, and the groundwork was laid for end-to-end process automation.
