transforming it operations in the era of hybrid cloud and cognitive

Transforming IT Operations in the era of Hybrid Cloud and Cognitive

Ciaran RyanDirector Offering Management, IBM [email protected]

London21 Nov, 2016

Learning | Understanding | Reasoning

We live in a moment of accelerated digital transformation

“A new reality in which an Ops person would never have been in a

data center. Yet ITOps insights become evermore critical as

businesses become Digital "

© 2016 IBM Corporation3

of FT500 companies in 1955 are now gone1

88%

…due in large part to the disruption brought

about by digital transformation

of FT500 companies bankrupt, acquired, or ceased since 20002

52%

Pictu

re: R

on

Mille

r

Change has always been with us, but the rate of change is accelerating dramatically…


Digital Businesses innovate 6x faster than their peers

Lead with a compelling customer experience

Accelerate introduction of new innovative business models

Operationalize for speed and flexibility

Hybrid cloud is accelerating digital transformation.

Redefining Boundaries, Insights from the Global C-suite Study, IBM Institute for Business Value, 2015


5

“KNOW ME!”

ANYWHERE

ANYTIME

ANY DEVICE

My way24/7 x 365

Availability

Support meEngage me

End-Users are seeking more than apps –

compelling experiences that help them get things done!

Demands leading to new ways of doing Business, new ways of managing IT


IT professionals are challenged to manage rapidly expanding set of mission-critical business applications and quickly surface Actionable Insights from their data

#Agile

#Cognitive

#Social

#Flexible#Predictive

#Dynamic

#Satisfying

Today’s innovation pace demands a new paradigm in the workplace


35% of the time User

calls are the

enterprise’s “heads up”

6-40 monitoring

tools used by 58% of

survey participants

average of 5-7 total

man hours issues that

go beyond Level 1 support

often involve at least 3-4

people

$450k+ Average

outages last 86mins* and

cost

3-6 hours Mean Time

to Repair for application-

related problems

Another reality!…Managing today’s applications is difficult because symptoms are not visible

Sources: IBM Center for Applied Insights. Forrester Research. Ponemon Institutes


Enable IT Professionals and Line-of-Business Application Owners spend less time monitoring their Applications infrastructure and spend more time on optimizing and innovating with speed and reliability

Visibility. Control. Automation

across any cloud

1 Use Watson Cognitive to proactively unlock insights and foresights contained in clients data

2 Increase DevOps productivity for business agility on hybrid cloud

3 Unify the platform to provide a seamless client experience with choice and flexibility

Cognitive IT Service Management


Digital Era “Bi-Modal” IT requires a new management approachOrganizations are moving to a more flexible way of transforming their business, shifting focus to rapid Devops evolvement of Systems

of Engagement that touch clients, supported by less dynamic, but still crucial Systems of Record

Systems of Engagement

Transformation

and Differentiation

Systems of Record

Operational

Excellence

TraditionalMode

AgileMode

IT projects Some, big Many, small

Time to go live 2-3 years 2-3 months

Change rate Lower Higher

Governance Centralized Decentralized

ToolsCloud-ready, on-

premCloud-Native

ObjectivesOperations excellence

Transformation

AgileMode

(DevOps, Lean)

TraditionalMode

(ITIL, CMMI)

Sources: The agile CIO: Mastering digital disruption. http://blog.kpmg.ch/the-agile-cio-mastering-digital-disruption/ , Gartner, Seven Steps to Starting a Successful DevOps Initiative


ContinuousIntegration

ContinuousDeployment

Operate

ContinuousDelivery

The DevOps culture is soon becoming defacto

over 60% of New delivery and cloud

native application architectures to enable

faster innovation and business agility --

IDC

By

2018 DevOps adoption

matures

Event Gen

Alert

Notification

Runbook

Automation

Operations

AnalyticsAvailability

Monitoring

Event &

Incident

Mgmt


What is Cognitive Computing?

ReasoningThey reason. They can understand information but also the underlying ideas and concepts.

This reasoning ability can become more advanced over time.

LearningThey never stop learning. As a technology, this means the system actually gets more valuable with time. They develop “expertise”.

UnderstandingCognitive systems understand like humans do, whether that’s through natural language or the written word; vocal or visual.

There are three capabilities that differentiate cognitive systems from traditional programmed computing systems


complete

Visibility and

Control over apps

and infrastructure

embeddedAnalytics to

solve problems

faster or avoid them

altogether

Automate and

Collaborate for

speed and

flexibility

Outthink Complexities. Outthink Outages.

…IBM is leading the era of cognitive service

management for hybrid cloud to help leaders innovate

with speed and reliability

Infuse

CognitiveinsightsIn decisions

making

The Future of Cognitive IT Service Management


15Page© 2016 IBM Corporation

IT Operations Tier 1 IT Operations SME #Eleanor: Cognitive Assistant

Your newest employee

• Can listen• Can understand• Can relate to you

• Can empathize with you

• Is resourceful

Vision

Knowledge workers bring benefits to organizations

in a variety of important ways.

Making the boring stuff insightful. Let our cognitive

intelligence quickly tell you what you need to know.

est. DOB: early 1H17

Meet #codename:eleanor: Cognitive Bot for Cloud, IT and Network Operations


IBM Watson cognitive experience and insights right where you are for

faster decisions making

#codename:eleanor (prototype)

“#codename:eleanor: Listen, Learn, Link with your existing data to reduce Time to surface Actionable Insights”

@eleanor ChatBot

Cognitive Assistant using Natural Language

Anytime. Anywhere. Any device


Reduce Mean Time to Repair

for business critical

applications. And at the heart

it is about reducing Mean

Time to Know

The first problem we want to solve

Use-case: Triage and Troubleshooting (ITIL Incident Management)

Pic

ture

sourc

e: F

orre

ste

r Researc

h

• What Changed• What Questions to Ask• What Actions to Take• What Steps to Follow• How to Fix


Capabilities

Act Confidently

Act Confidently

Recommend questions to

ask, actions to take,

runbooks to execute.

Follow up and verify

resolution successful.

Ask Naturally

Ask Naturally

Use natural language

interaction to gain insights

across disparate knowledge

sources, runtime/real time

tools, APIs and micro-

services

COGNITIVE EXPERIENCE

Watson ServicesWatson

Services

Cloud-based Cognitive

capabilities to Learn,

Understand, Reason and

Engage using Natural

Language

Conversational User Interface

Conversational User Interface

Engage with users in an

environment that promotes

natural language

interactions, dialog and time

ordered flows for problem

resolution. Respond and act

as an SME does.

Train on the Fly

Train on the Fly

Train from first use by

observing all user

interactions. Associate

interactions with real time

problem alerts and

notifications to be better

next time they are seen.

KnowledgeLibrary

KnowledgeLibrary

Pre-trained with

question/answer pairs for

a technology domain or

business process. Public

and premium knowledge

libraries.

Private ContentPrivate

Content

Curated information &

enrichment with client’s

private tribal knowledge. Bulk

onboarding and training from

Doc, PDF & HTML sources.

CONTINUOUS LEARNING

Learn on the Job

Learn on the Job

Learn from past

interactions such as triage

dialog, questions asked and

actions taken. Leverage

tickets, change requests

and postmortems to be

better next time.

Cognitive experience for IT and Network

operations built with

IBM Watson services

Trained to resolve

common operations

problems, and can

Continuously

Learn on the job

transforming it operations in the era of hybrid cloud and cognitive

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