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Smarter IT Operations

Tired of system alerts, manual tasks and outages? Agility is key for IT operations teams.

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IBM Service Mgmt18

We are nearing the end of the hour. Final thoughts? Thank you everyone for joining #SmarterOps & sharing your expertise. Special thanks to our host @careyjimzz ! Give IBM #SmarterOps a try http://ibm.co/1Py6Si...

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Thanks everyone for joining! Great discussion

Cheers all - a good hour, where did it go? #ITOA #Netcool

make sure you all make it to #interconnect2016

Amanda Tenedini

@jtenlen Yes! There will be tons of great ITSM insight at #ibminterconnect and we're planning some awesome booth activities. See you there!

I am looking forward to a chance to review and think about this past hour. Hectic but existing. Thanks!

IBM Service Mgmt24

Q2: What does it mean for IT operation teams to be more agile?

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Amanda Tenedini

reducing the amount of time it takes to make decisions, solve problems & collaborate

Again a key attribute, shadow IT has risen because some companies believe their IT dept is not agile enough - follows on from Q1!

Need to fix issues before they become service impacting and you need agility to do that quickly

Agile in IT ops enables the ops team run efficiently though leveraging tooling which is also agile is it's operation

intelligently respond to problems with relevant data to make the right decision

@careyjimzz so change and configuration is key to agile if thats under control your a way down the road to agile and providing good ITSM

Service agility makes you money. Having agile operations allows you to roll out more services

it also means providing useful data proactively so operations can take action sooner instead of searching for info

I think agility is relevant to maturity as well around process etc. Process is key as well as the technology

Flexible, responsive, sense of being on top of things - all related to being agile

having to quickly find where is the problem

not having domain expertise

@davidmetcalfe12 I agree! Process enables consistency, and that ultimates leads to speed and efficiency.

not having consistent and repeatable processes to resolve problems

IBM Service Mgmt18

Q3: What are the pressing challenges for IT ops teams today?

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Shadow IT is a challenge that I see daily with my customers

Too much noise and confusion amongst teams is one I hear a lot

Too much noise, time consuming common operational tasks

Amanda Tenedini

The sheer volume of data coming in is a lot to manage and make sense of with analytics

effective knowledge sharing

- daily, wow! that is a challenge

there is a power shift as well especially in the "born on the cloud" companies, shadow IT is acceptable as its seen to produce today, I think traditional IT depts need to adjust if they're to survive

and the noise causes delays and errors

@davidmetcalfe12 And what do you recommend about Shadow IT? Embrace? Ignore? Something different?

The need to find savings in terms of effort expended and identifying plus reducing IT redundancy

Still lots of siloed IT ops out there. remains a challenge.

having to do more with less and the silos are still a reality

Dealing with a huge amount of structured and unstructured data to gather insights

@careyjimzz oooh good question I think you have to embrace as its the LoB that seems to sponsor shadow IT as they're the ones with budget!

with the advent of cloud and virtualisation, visibility is still a major challenge

@davidmetcalfe12 and they are not always the "Shadow IT". The challenge as I see it for Enterprises is to balance Line of Business focus with economies of scale and concentration of skills.

IBM Service Mgmt16

Q5: With increased analytics for recognizing emerging conditions, how should best practices evolve?

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1 way is to collect more events for analysis. Best practices in 2010 usually call for filtering everything out at the source. To establish context and help analytics tools, delivering more event s(but not showing them) is practical

best practice should evolve to suit the scenario, situation, issue I don't think we can nail best practice down these days, business is getting more agile best practice should be as agile as the business

The risk with analytics is the false positives. Best practices should include check points to ensure the data is not skewed and impacting the results.

With analytics, it's a;ll too easy to take hands off the reins and rely on the generated results

you got to be flexible in today's world - data mining is not a set of rules

@svcook When trying to act in predictive istuations, that may be true, but much more often we see huge and beneficial reductions in noise for our event based solutions

best practices should leverage analytics to improve efficiencies

Ops tend to suppress many events simply to reduce the volume. #Netcool Analytics enables them to process those larger volumes for the insight that they can give yet further reduce the number of events that require operator intervention

@DenisMurphyTech @IBMServiceMgmt agree on flexibility. Some kinds of analytic data demand sharp operators to interpret effectively. Other results enable directly automating responses. Telling the difference usually ins't that hard.

IBM Service Mgmt15

Q4: How does analytics help Operations gain insight from event data?

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I think analytics #ITOA has been the one big breakthrough from an #ITSM perspective, embracing analytics can really make a difference to IT Operations

Being able to get insight from event data is critical when dealing with Big Data. Will identify the missing links

Analytics technologies can provide operations with cost effective data-driven actionable insight from high volume, high velocity operations data.

@jtenlen I expected you to jump on this one! :-) An easier question would be "what aspects of Operations is Analytics useless for?" and the answer is "none!"

We see customers making huge improvements in overall efficiency.

and of course #ITOA can bring competitive advantage when used in the right way, this presents the IT dept with an opportuntiy to re-invent itself and show value to the business

agreed, we see clients clients who been able to improve the efficiency by up to 90% or more

We reoutinely help customers drive down mean time to repair through significantly broader context available when they first move to evaluate a potential incident.

A number of customers have told me that the #Netcool analytics has helped them identify patterns that they should have known, but miss because they are stuck in break/fix mode

like teh case from a major bank that reduced the number it tickets from some 15k down to just over 300

Analytics can help deal with evolving customer expectations...for example social media feeds into operations to help prioritise

One of our developers shared with me a situation where they documented a reduction from 19 thousand tickets to 5 tickets using analytics on a common problem one of our customers was having. Looks almost like 100% reduction to me!

Analytics gives the network folks greater insights; specifically, path traces through event logs to better understand IP sessions end-to-end