ITOpsChat

What's next for IT Ops?
Discuss market trends, new technology & predictions about the future of IT operations.
   7 years ago
#ITOpsChatWhat's next for ITOA?Discuss ITOA market trends, new technology & predictions about the future of IT operations analytics
IBM Service Mgmt
Q9: What will it take for Operations to step away from desktops and perform their tasks on mobile devices?
IBM Service Mgmt
We've extended the chat by 15 minutes to ensure everyone has plenty of time to discuss all 10 questions.
John Furrier
. @ibmtivoli great thx this is good chat - going [OVERTIME]
Jim Carey
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.
Karim Roukoz
giving the operator the right actions at the tip of his fingers to respond to events.
John Furrier
wait isn't mobile now the new desktop?
Tim Crawford
A change in thinking, tools and methodologies are required. Not to mention architectures.
John Philip
But you raise a lot more questions when you are managing from the cloud into an on-prem system that is itself maganing hybrid
Tim Crawford
It will take more than Ops to change. Providers need to change too!
Tim Crawford
@cllrjohnphilip Exactly! Many of the tools only manage one or the other. Not both. Change needed.
Karim Roukoz
@careyjimzz do I smell cognitive response management?
John Philip
It will also need customers of Operations to change their expectations
Don T Wildman
@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?
Jim Carey
Oh, Unhappy face! I can't go overtime today. :-(
Dev Ambasna
@DonTWildman Could it be a case of "this is how we've always done it"?
John Furrier
@careyjimzz we can take it from here - this is great conversation -I'm glad I "Joined the Conversation"
John Philip
Was with a customer last week who sees great advantages in grouping all operators in one place to share experience
Kieran Geoghegan
Could it be its the best way to do the job
John Philip
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
Kieran Geoghegan
Sharing experience is great example.Collab tools still cant beat shoutig across a partition
Kieran Geoghegan
In the first instance I would ask, when is there value for operations performing tasks on mobile.
IBM Service Mgmt
Q1: Which tech advancements have been most beneficial to your role in Operations management?
Karim Roukoz
I'm with a #BP in #montreal. I find this is a great initiative!
John Philip
Do you see the use of twitter actually used in Operations Management
IBM Service Mgmt
Welcome @kroukoz thank you for joining us today
Jim Carey
This is my first crowdchat, so I'm excited to get a look.
Karim Roukoz
@cllrjohnphilip we've seen companies that post automated service outages through twitter
Marty Shelton
My first Crowd Chat as well, excited.
John Philip
Do they do that as an operator action or do they try to do it in an automated way?
Karim Roukoz
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
Marty Shelton
So this is a type of alert? correct
Jim Carey
@kroukoz I think this is a great use case, and you'll see our Alert Notification capability evolve to support that in time.
IBM Service Mgmt
@kroukoz Interesting. It does seem like people go to Twitter for timely updates from companies. Proactivity limits complaints.
Marty Shelton
My thoughts exactly Jim.
Jim Carey
@kroukoz A number of big Service Providers tweet about problems. They usually don't effect me but it is interesting to seet
Slawek Kumka
This is my first one Crowdchat. I am excited!
Jim Carey
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
Karim Roukoz
@careyjimzz Indeed, but these services are not automated. When #BBM is down, first thing I do is check twitter for ppl complaining.
David Pittman
.@kroukoz Agree that's a great use case; sending service outages via Twitter.
Marty Shelton
I would think you'd want to have alerts via multiple methods though, email, sms, voice, mobile and twitter
Karim Roukoz
@careyjimzz That's when I actually still used #bbm :)
John Philip
When this happens is it a 1st line Operator or is it further through processing? Also is there a danger of false positives?
David Pittman
.@MartyShelton1 Yes, there should be multiple channels the user can choose to receive notifications.
IBM Service Mgmt
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!
John Philip
.@TheSocialPitt but isn't there a danger of getting the same message too many times?
Marty Shelton
@cllrjohnphilip So filtering needs to take place
Dev Ambasna
First Crowdchat session. Some great Q&As
IBM Service Mgmt
Q7: How can analytic functions help Operations gain insight from the massively increasing volume of event and related data?
Karim Roukoz
by bringing the right event to the right set of eyes
Karim Roukoz
without drowning it in a sea of meaningless alerts.
John Philip
So the analytics in #Netcool Operations insight is designed to do exactly that using the grouping analytics
Jim Carey
@kroukoz We agree. With the latest release though, we are changing it to "bringing the right EVENTS to the right set of eyes"
Jim Carey
@kroukoz I am really excited by the automatic and analytic grouping tools in the latest release. The added context is very powerful.
John Furrier
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
Kieran Geoghegan
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
John Philip
While rapid access to data is vital I think the value of looking back to help understand the now can't be understated
John Philip
.@careyjimzz gave an overview at Interconnect see the bl;og here https://ibm.biz/BdXD...
Don T Wildman
@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
John Furrier
@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
Dev Ambasna
@furrier Agree, pattern recognition is key with #bigdata anything outside of the envelope