How can your Center of Excellence help to reduce alarm fatigue?

by July 30, 2019

When I talk with people about Digital Transformation there is always the thinking about how they can digitize business processes, increase the speed of delivery and reduce costs. This is a very simplistic view and does not provide enough value to the business – simply scripting will not increase your quality and in the cloud world a tough challenge.

Your services are running everywhere, from your datacenter to multiple cloud suppliers, each has its own set of management and monitoring tools which makes control and visibility of your business processes more complex.

At the same time, the expectation of IT has grown dramatically, it’s no longer about downtime and availability. It’s about agility, quality, and speed. Slow is the new downtime. For example, 53% of visits are abandoned if a mobile site takes longer than three seconds to load. Downtime is very expensive. According to Gartner, the average cost of IT downtime is $5,600 per minute, each of these has significant potential for reputational damage and lost revenues.

So simply trying to go faster is not the best for the business.

Insight and Growth of Complexity

With the distribution of processing across hybrid environments everything has got far more complex. An ever-increasing number of monitoring tools that are disconnected from the enterprise processes has significantly increased the number of alarms we have to react to. That has created more pressures for Enterprise IT to deliver the services the business and our customers expect.

72% of IT organizations rely on up to nine different IT monitoring tools to support modern applications. Keep in mind: this is the situation before they started their digital transformation initiatives. According to the same survey, 47% experience on average more than 50,000 alerts per month. Whenever an alert activates, it requires identification and verification to initiate (if necessary) the right remediation processes which take a lot of our time.

But it is not all doom and gloom, there is a way to move forward in your Digital Transformation, be able to embrace the latest cloud services and deliver an exceptional user experience without breaking the bank.

Noise and Silence of Alerts

But …wait… 50,000 alerts per month? How do you handle your alerts today? What are your plans, when the number of alerts grows? And it will happen with your digital transformation initiatives.

This is where artificial intelligence for IT Operations (AIOps) coming into play. AIOps is the future for IT Operations and combines big data, machine learning, and automation to observe, analyze, and act. It reduces noise while collecting and correlating data from disparate sources like different performance monitoring tools to be effectively analyzed. With machine-learning-based insights, AIOps allows identifying abnormal behaviors or potential risks in an early stage.

However, most companies still remediate these alarms with manual effort, so the meantime to detection has been sorted but time to resolution is still a problem.

 “You know my methods, Watson”

Automation is the right power tool to create and manage the foundation of your digital transformation. In AIOps, the right processes will be initiated when abnormal behavior, potential risks, or alerts come up – this is autonomous remediation without any human effort.

It is time to combine the knowledge and experience of the IT Infrastructure and Operations (ITIO) teams with automation. To centralize and digitize all existing documentation and orchestrate the existing tools to manage our environment which allows us to remediate alerts automatically. This reduces workload, mean time to repair, and enforce best practices across your organization.

With a systemic approach to automation your  “Automation Center of Excellence” then enables the agility across the enterprise. Automation is the backbone of the IT organization and its focus goes beyond Continuous Delivery and Digital Business Automation. AIOps is a part of it – an important one for your digital transformation initiatives.