aiops + it4it - it4it company | it4it training€¦ · product backlog & requirements incident...

June 2019 1

Rob Akershoek © 2019

Value Outcome

Create a Smart and Automated IT Value Chain

AIOps + IT4IT

Rob Akershoek• IT Management Architect at

Fruition Partners,

• Chair IT4IT Forum (The Open

Group)

Email: [email protected]

Twitter: @RobAkershoek

mailto:[email protected]

June 2019 2


IT Department

Is your IT organization also struggling to get

the right people?

June 2019 3


June 2019 4


Machine Learning – Build a Model (using Algorithms)

Is it a Dog or a Muffin? How difficult is this algorithm?

June 2019 5


Deep learning and neural networks to recognize patterns / pictures

• Is it a dog or a muffin?

June 2019 6


Storyboard Content of this presentation

1. Setting the Scene

• WHAT ARE KEY CHALLENGES OF THE MODERN IT ORGANIZATION?

• WHY IS IT AUTOMATION BECOMING A CRITICAL SUCCESS FACTOR?

2. Current state of IT Automation

AIOPS INTEGRATIONS

CURRENT LANDSCAPE OF PROCESS, TOOLS, DATA

3. Target IT Operating Model

CREATING A TARGET OPERATING MODEL

FORCES SHAPING THE FUTURE OF IT

6. How to get started on AIOps?

WHAT ARE THE STEPS?

4. AI in the end-to-end IT Tool Chain

AUTOMATION, AI & ML

• HOW WELL DO WE AUTOMATE IT PROCESSES TODAY?

• HOW DOES THE OVERALL IT AUTOMATION TOOL CHAIN LOOKS LIKE?

• WHAT IT AUTOMATON CAPABILITIES DO WE NEED?

• HOW DOES THE AIOPS TOOL CHAIN LOOKS LIKE?

• WHAT IS THE APPROACH TO START WITH AIOPS?

5. AIOpsArchitecture

• HOW DOES AI AND AIOPS FIT INTO THE OVERALL IT MANAGEMENT LANDSCAPE?

June 26, 2019

Setting the scene

May 2019 8


Smart Car, Smart Home, Smart City, Smart Factory…

Connected Digital Ecosystem

Optimize User experience / Journeys

Real time insight to optimize decision making

The Connected Digital Ecosystem

But how smart is your IT organization?

Seamless integrations

May 2019 9


Chatbots / Virtual Assistants

Can you assist you?

Yes, it seems my

account or

credentials are not

correct?

I see that you have

issues logging into

the CRM portal….

Sure, lets do it!

I see that your current

laptop is almost end-of-

life. Can I ask you

some questions to

determine what new

model is best for you?

I see that you are a

heavy power user, so

based upon you current

profile you need a more

high end machine..

….Let me check…I

see that your HR role

has changed

yesterday….

Google assistant, Amazon Alexis, IBM Watson, Siri, …

June 2019 10


How smart is your monitoring and event management?

• Create business rules (scripted knowledge) If this…then that (IFTTT)

June 2019 11


CynefinModel(“kin-ev-in”)

Ordered

(Cause and effect

relationship)

The same thing will happen in the same way twice.

The difference is in Simple a best practice can be applied whereas in Complicated you have to do analysis (with different specialists) to find it.

Unordered

Chaotic: The priority is containment and damage reduction, and any initial solution is focused primarily on these objectives.

Rule based

Complex systems require experimentation and investigation (exploration)

Solutions are emergent rather

than predetermined

Disorder

May 2019 12


WHY IS AI THE FUTURE OF

IT OPERATIONS?

May 2019 13


The cruel reality: This is how we are automating IT today...

June 26, 2019 14Fruition Partners

Data driven IT managementFocus on the data needed to manage IT…

Software

licenses

Discovery data

Configuration data

Application & system Logs

Test logsMonitoring data & events

IT budget &

costs

Availability &

Performance data

Demands

Product Backlog

&

Requirements

Incident &

problem

Change &

Release

Service & Application

portfolioBuild logs

Contracts &

License

Enterprise

Architecture Service

catalogue

Service

RequestsEpics / User Stories

IT risks

API

register

Defects

Source

code

Consumption &

usage data

Vulnerabilities

Security eventsTechnology

life cycle

Test

cases

Knowledge

items

IT Standards

User identities &

Access Rights

Job

Schedules

Project Portfolio &

Portfolio Backlog

Lacking end-to-end traceability and transparency…

Strategy to

Portfolio

Requirement to

Deploy

Request to

Fulfill

Detect to

Correct

Documents

June 26, 2019 15Fruition Partners

Data driven IT management

ONLY 5% OF

AVAILABLEIT DATA IS USED

May 2019 16


Why is IT automation and AI becoming a critical capability for managing the digital enterprise?

More vendors in the

IT-ecosystem

Multi-vendor SourcingCloud providers

+More changes &

releases

Continuous delivery, patches, …+

Controls & Regulatory

Requirements

Control monitoring,Compliance+

Increased business

dependency on IT More services and

components

Internet of ThingsCloud servicesAPIs+

Exploding

IT management data

Logs,Monitoring data,Config. data…+

More requests e.g.

access…

Service Request e.g. JML

+

Faster, Better, Cheaper with

Lower risk+

Create a Streamlined,

Automated and Smart

IT Value Chain

More security

events & threats

Security Threats, Events

+

Increased consumption

& fluctuation in demand

On/Off,Auto-scaling

+

May 2019 17


Most IT organization realize they need to change their IT operating model…

June 26, 2019

The IT4IT Standard A reference model for managing and automating the business of IT

June 2019 19


The IT4IT Standard as a blueprint for automating the IT value chain

URL: http://www.opengroup.org/IT4IT

December 2018 20

Automate the end-to-end IT value chain

December 2018 21

The Service Backbone as the DNA of the IT organization…

IT Service(portfolio)

ServiceRelease

(Blueprint)

ServiceDeployments

& ServiceModel

December 2018 22

The Service Backbone

IT Service

(portfolio

item)

Service

Release

(and

blueprint)

Service

Catalog

Entry

Service

deployment

(and related

resources)

Becomes…

Ordered

Published in… Released/Deployed!

Streamline and automate workflow across the IT value chain (flow / pull / manage work queues)

Transparency, Traceability & Continuous Feedback Loops

June 2019 23


Service Backbone – How do we manage the end-to-end business chain and related IT services/products?

Technology /

infrastructure

blueprints e.g.

database, load

balancer, storage,

network (design state)

Business models,

business capabilities,

business processes,

Solution Architecture,

Application and

technology landscape

Services /

applications and

product, ownership.

CMDB model,

discovery, license

management.

Deployment /

configuration tools,

Element managers

Service model for

monitoring, event

management and

impact assessment.

Perform root cause

analysis.

Risk and compliance

management tools

Lacking an integrated view on the IT landscape…

June 2019 24


Simplified view on the end-to-end IT Value Chain…

Requirement to Deploy Detect to CorrectRequest to FulfillStrategy to Portfolio

Business InterfaceIdea / Demand Requirement / Feature Service Request Incident / Question / Complaint

Portfolio Backlog

Enterprise Architecture

Service / ProductPortfolio

Idea / Demand

Service Backbone (service portfolio, service catalogue and CMDB)

Test

Defect

Product / Team Backlog

Code &Configure

CI/CD Pipeline

Event

Problem

Monitoring

Incident

Change Security Operations

Identity &Access

RequestFulfilment

Service catalogue

Deployment & Provisioning

Usage & Charge-

back

Risk & ComplianceIT Financial

ManagementData Analytics &

ReportingVendors & Contracts Knowledge

Management

June 2019 25


Top IT automation initiatives most organizations are working on…

CI/CD

Pipeline

Test

Automation

Security

Testing

Deployment &

Release

Automation

Cloud Orchestration

(e.g. Infrastructure as

code)

Monitoring &

Log Analytics

Security

Monitoring &

Vulnerability

Management

Event

Management

Self service

portals

Chatbot /

Virtual

Assistant

Request

Fulfillment

Automation

Identity &

Access

Management

Discovery

Control Monitoring

& Compliance

Collaboration &

Communication

June 2019 26


Artificial Intelligence Use Cases in the IT Value Chain

Monitoring & Event

Management e.g. anomaly

detection, predictive analytics,

root cause analysis, …)

Chatbot / Virtual

Assistant / Conversational AI (

for self help and self service)

Security

Operations e.g.

cyber defense

Incident routing,

diagnosis &

resolution

Capacity

optimization

Test Bots

e.g. code

quality,

security, etc.

Request

Fulfillment

(e.g. JML)

Diagnostics /

Automated

Remediation

Automatically

create new

demands e.g.

technology

refresh

Control & Compliance

Monitoring (e.g. risk

modeling)

Backlog item

prioritization

Change

Approval

(Go / No Go)

CMDB

Desired

State

Access

Control

June 2019 27


Discovery Tools

Example of an AIOps Platform in the IT Tool Chain

Infrastructure, Platforms & Applications

IT Service Management System Communication & Collaboration

Monitoring & Log AnalyticsDeployment & Element Managers

Change & Request

CI/CD Pipeline

AIOps Platform (Service health, Impact assessment,

Root cause analysis,

event

management)

Monitoring data, logs & metrics

Data Collection / Events / Streaming data

Incident history / data updates

Create / Update Incident

Service Portfolio &

CMDB

Config. Data

Config. Data

Config. Data

Request

Deploy

Backlog Management

SLM

Incident & Problem

Swarming

Change / Releases

Change

Deploy / Configure

Self service portal

Knowledge base

June 2019 28


Key questions you should ask yourself…

Do you have

insight in how IT

enables your

end-to-end

business chain?

Can you easily

pinpoint the root

cause and

determine

remediation

actions?

Can you

(proactively)

detect issues in

a timely

manner?

Are you able to consolidate relevant IT

monitoring and event data?

Do you find it almost

impossible to keep up with the

changing IT landscape (e.g.

CMDB)?

Can quickly

resolve incidents

in the digital

ecosystem?

June 2019 29


Typical Objections to get started with AIOps…

My IT processes are

not mature (e.g.

Incident

Management,

Monitoring)

IT processes

My Service

Administration &

CMDB is not up-to-

date…

Service Administration

My monitoring

landscape is not well

defined..

Monitoring Landscape

I have outsourced

my operations

management

activities

Outsourced

June 2019 30


Select Business ChainIdentify a business / application chain as a pathfinder and setup operations intelligence team.

Data IntegrationIdentity data sources and integrate with the AIOPS platform

Build a Service ModelDevelop, Test and Verify Model and data. Visualizee business chain. Impact assessment, root cause analysis

Continuously improve modelOptimize models and update CMDB. Improve data model.

Onboard new servicesIncrementally onboard additional business chains / services / teams

5. Scale,

Onboard

Other

services

3. Build &

Validate the

Model

2. Integrate

& Aggregate

Data

1. Select

business

chain

Transform IT Operations

Optimal User

Experience

Transparent &

Traceable Reduce costsProductive

DevOps Teams

Prevent issues Automation Smart Data

Bootstrap your AIOps Startup Journey

Demonstrate valueContinuously demonstrate value to the business/

4. Get Insight &

Proactively

Detect Issues

(Demonstrate

Value)

Generate InsightExecute the model; identify incidents, generate value, learning and improving. Automated incident creation.

Setup operations intelligence team

June 2019 31


June 2019 32


APPENDIX

June 2019 33


AI Ops – Operations Intelligence / Smart IT

• AIOps uses Data analytics, and Machine learning in order to analyze big data from

various IT operation tools and devices. As a result, it is able to automatically spot and,

more importantly, react to issues more timely and proactively.

• AIOps requires a move away from siloed IT data. It uses a comprehensive analytics and

machine learning strategy against the combined data to continuously improve the outcome.

https://www.botmetric.com/blog/machine-learning-impact-on-cloud-computing/

June 2019 34


AIOPS Platform

Service Model

(Context)

IT data lake

(monitoring, streaming

data, events)

Impact Assessment, Root Cause Analysis, Predictive Analytics, …

Visualization & Alerting

Data Collection

(Logs, Data Streams / Metrics, Events)

IT S

erv

ice

Man

ag

em

en

t

Support

Incidents

SLA

Knowledge

Incidents &

Changes

Config.

Data

CMDB

Infrastructure & Applications

DiscoveryDeployment /

Provisioning toolsElement Managers

Monitoring tools e.g. network monitoring, platform,

log analytic tools, APM, etc. )

June 2019 35


AI and ML Algorithyms