Not everything that is disruptive is necessarily positive, especially in the areas of IT and services. As technology adoption has accelerated in 2020 that no one could have predicted, so has demand for IT service management (ITSM) and IT operations (ITOM).
The ITOM, in particular, is bearing the brunt of this technological explosion. The volume and frequency of alerts, the myriad of monitoring tools and the associated noise pollution emanating from the various systems have become far too complex to be managed effectively. Somehow, technologies designed to support network operations centers (NOCs) end up producing far too much noise and incident notifications.
Service agents are constantly switching between screens and are forced to perform repetitive tasks and resort to a manual process in order to resolve ITSM tickets. But the goal of digital transformation is to speed up the way everyone works, minimize errors and make life easier for employees and customers alike. So these IT tools should probably focus more on business results and ease of use than just IT returns.
Noisy, expensive and repetitive
One of the biggest challenges with monitoring tools is that they tend to send multiple notifications about the same issue, usually every few seconds or minutes apart. This generates too much noise disturbance within the system, which makes it difficult to focus on fixing the problem itself. For IT departments with few and overworked resources, especially in midsize companies, it is all the more difficult to see the full value of the many enterprise ITOM solutions.
Thanks to modern technologies, such a level of noise, expense and complexity has become unnecessary – which is especially important in an era where hybrid working and distributed teams are the norm. Machine learning can automatically filter data in real time and apply rules and policies to prioritize tasks.
By combining incident response with effective transformation management through an alerting system augmented by artificial intelligence (AI), it becomes easy for companies to anticipate service disruptions and minimize their impact. IT impact.
Targeted, simple and affordable
By automatically aggregating alerts in one place, NOC teams can track alerts from different tools centrally, on a single screen. An alert can for example simply produce several logs, which solves the problem of multiple and repeated notifications. Knowing that all alerts do not necessarily require action, it is also possible to define specific rules to determine which should be considered as incidents. Thus, the thousands of notifications can be reduced to a few hundred alerts, then converted into a handful of incidents that lead to actions. This reduces noise pollution and reduces the average time to return to service in the event of an incident or breakdown.
Businesses should be able to set up alert policies to route incident notifications to the appropriate teams and design tailored schedules to ensure resource availability. They must also allow different teams to collaborate within the same platform and include all the contextual elements on the incident page in order to facilitate operations and minimize the loss of time. Adding automation and AI is the perfect solution for overworked and stressed IT departments.
These sophisticated solutions were generally considered too expensive by small and medium businesses, but the combination of the capabilities of ITOM and ITSM have made them much more affordable. This is a real revolution for these actors, who are now able to manage incident response within a unified platform, while benefiting from the power of a modern solution and the intelligence of the ‘IA.
For years, midsize companies have been overlooked and often underserved by expensive and complex third-party software. Not everything that is disruptive is necessarily positive, however, the introduction of simple, modern options adapted to small and medium enterprises is the best possible disruption.
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IT Operations Management: The Art of Simplicity
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