ITOpsChat

We've extended the chat by 15 minutes to ensure everyone has plenty of time to discuss all 10 questions.

. @ibmtivoli great thx this is good chat - going [OVERTIME]

I want IT Ops solutions to become more trusted partner than information console. When you can interact with #Netcool to solve problems via text msgs, we'll be pretty nearly done. #Analytics promises to make this possible.

giving the operator the right actions at the tip of his fingers to respond to events.

wait isn't mobile now the new desktop?

A change in thinking, tools and methodologies are required. Not to mention architectures.

But you raise a lot more questions when you are managing from the cloud into an on-prem system that is itself maganing hybrid

It will take more than Ops to change. Providers need to change too!

@cllrjohnphilip Exactly! Many of the tools only manage one or the other. Not both. Change needed.

@careyjimzz do I smell cognitive response management?

It will also need customers of Operations to change their expectations

@furrier We still see many operators chained to the desk with large monitors. Is that their choice, a management decision, or some other reasons? What to do? Who to convince?

Oh, Unhappy face! I can't go overtime today. :-(

@DonTWildman Could it be a case of "this is how we've always done it"?

@careyjimzz we can take it from here - this is great conversation -I'm glad I "Joined the Conversation"

Was with a customer last week who sees great advantages in grouping all operators in one place to share experience

Could it be its the best way to do the job

Certainly at Interconnect there was a customer from Latin America who give a great presentation on how doing just that had saved the company significant money

Sharing experience is great example.Collab tools still cant beat shoutig across a partition

In the first instance I would ask, when is there value for operations performing tasks on mobile.

I'm with a #BP in #montreal. I find this is a great initiative!

Do you see the use of twitter actually used in Operations Management

Welcome @kroukoz thank you for joining us today

This is my first crowdchat, so I'm excited to get a look.

@cllrjohnphilip we've seen companies that post automated service outages through twitter

My first Crowd Chat as well, excited.

Do they do that as an operator action or do they try to do it in an automated way?

the outages that affect end-users are tweeted automatically, with a generic tweet. "Service may be affected in x area" usually followed by a more detailed tweet

So this is a type of alert? correct

@kroukoz I think this is a great use case, and you'll see our Alert Notification capability evolve to support that in time.

@kroukoz Interesting. It does seem like people go to Twitter for timely updates from companies. Proactivity limits complaints.

My thoughts exactly Jim.

@kroukoz A number of big Service Providers tweet about problems. They usually don't effect me but it is interesting to seet

This is my first one Crowdchat. I am excited!

When I'm in London, I follow the London Underground so I can plan my routes. I'm not good enough at the Underground to really leverage outage information but just having it is great

@careyjimzz Indeed, but these services are not automated. When #BBM is down, first thing I do is check twitter for ppl complaining.

.@kroukoz Agree that's a great use case; sending service outages via Twitter.

I would think you'd want to have alerts via multiple methods though, email, sms, voice, mobile and twitter

@careyjimzz That's when I actually still used #bbm :)

When this happens is it a 1st line Operator or is it further through processing? Also is there a danger of false positives?

.@MartyShelton1 Yes, there should be multiple channels the user can choose to receive notifications.

Hey folks, Q2 was posted above. You may need to scroll up and refresh the stream to see it. You can keep discussing this question though!

.@TheSocialPitt but isn't there a danger of getting the same message too many times?

@TheSocialPitt Thanks

@cllrjohnphilip So filtering needs to take place

First Crowdchat session. Some great Q&As

by bringing the right event to the right set of eyes

without drowning it in a sea of meaningless alerts.

So the analytics in #Netcool Operations insight is designed to do exactly that using the grouping analytics

@kroukoz We agree. With the latest release though, we are changing it to "bringing the right EVENTS to the right set of eyes"

@kroukoz I am really excited by the automatic and analytic grouping tools in the latest release. The added context is very powerful.

If you look at IT historically data has been amazing asset esp network mgt early days.. now we need data fast and realtime as possible. To me the conversation is how to organize teams and tools around the data. It's a mindshift but needed

High volume of alerts means often only criticals are dealt with. Too reactive. Often the lower sevs are precursors to criticals. analytics can help here

While rapid access to data is vital I think the value of looking back to help understand the now can't be understated

.@careyjimzz gave an overview at Interconnect see the bl;og here https://ibm.biz/BdXD...

@furrier fast reports are important, but incidents identified simply based on current state can result in multiple reports where the reality is a single incident developing over time. Grouping analytics helps avoid repeating tickets

@DonTWildman I agree on grouping but active data and passive data can be blended for greater insight so pattern recognition is important so that data is data too

@furrier Agree, pattern recognition is key with #bigdata anything outside of the envelope