Creating Agility with DevOps and AI-Driven ITSM
October 08, 2019

Akhil Sahai
Symphony SummitAI

Share this

There are some IT organizations that are using DevOps methodology but are wary of getting bogged down in ITSM procedures. But without at least some ITSM controls in place, organizations lose their focus on systematic customer engagement, making it harder for them to scale.

Other IT organizations believe that they're too large, complex and/or process-driven to adopt DevOps. Perhaps team members would like to give it a try but fear that their culture is too old-school and would not allow the disruption that DevOps usually brings. However, process is made for users, not the other way around, and an over-focus on process can keep customers from receiving the experience they need.

So then, DevOps and IT service management must not be mutually exclusive anymore. In fact, combining the two offers organizations ways to scale the enterprise and create agility while maintaining control of IT. They gain both speed and process controls. IT Service Management has to be re-imagined for that to happen successfully. By using technologies like AI/ML, ITSM has been re-imagined so much so that DevOps and ITSM are synergistic now. For instance, organizations can track and resolve incidents and create service requests and have them fulfilled in DevOps environments with AI-driven service management in minutes.

AI-Driven ITSM and DevOps Are Colleagues, Not Enemies

With the advent of AI, many such scenarios are made possible. Organizations for example can deploy an AI-driven digital agent available 24/7 to developers to use across multiple channels. Developers can create service requests for sandboxed environments and have them stood up or taken away and add additional capacity to existing development environments, in minutes. The digital agent would understand and classify the intent of requests using AI and resolve these requests automatically without human intervention. If there are approvals involved, such a digital agent will be able to seek approvals and still automate these deployments thus taking significant load off operations teams.

Similarly, incidents may be tracked in the operations environment, service tickets created and may be resolved by using AI-driven automation in matter of minutes. This would help bring much-needed agility in DevOps environments while following the best of IT Service Management practices.

DevOps doesn't eliminate the need for controls and data. Controls still need to be maintained and risks still need to be managed. AI-driven ITSM for DevOps brings new ways to achieve speed and control while driving value through the IT channel and supporting existing ITSM and DevOps initiatives within a company.

A More Perfect Union

DevOps and ITSM are not an either/or proposition. Instead, they need to be integrated so that the best aspects of each yield a result that is greater than the sum of their parts. Organizations will be able to scale quickly while maintaining process controls. Integration tools make this easier, as do AI-based digital agents. Essentially, there's never been a better time to bring AI-driven ITSM and DevOps together. Doing so will yield greater agility, speed, control and growth potential.

Dr. Akhil Sahai is Chief Product Officer at Symphony SummitAI
Share this

The Latest

March 26, 2020

While remote work policies have been gaining steam for the better part of the past decade across the enterprise space — driven in large part by more agile and scalable, cloud-delivered business solutions — recent events have pushed adoption into overdrive ...

March 25, 2020

Time-critical, unplanned work caused by IT disruptions continues to plague enterprises around the world, leading to lost revenue, significant employee morale problems and missed opportunities to innovate, according to the State of Unplanned Work Report 2020, conducted by Dimensional Research for PagerDuty ...

March 24, 2020

In today's iterative world, development teams care a lot more about how apps are running. There's a demand for fixing actionable items. Developers want to know exactly what's broken, what to fix right now, and what can wait. They want to know, "Do we build or fix?" This trade-off between building new features versus fixing bugs is one of the key factors behind the adoption of Application Stability management tools ...

March 23, 2020

With the rise of mobile apps and iterative development releases, Application Stability has answered the widespread need to monitor applications in a new way, shifting the focus from servers and networks to the customer experience. The emergence of Application Stability has caused some consternation for diehard APM fans. However, these two solutions embody very distinct monitoring focuses, which leads me to believe there's room for both tools, as well as different teams for both ...

March 19, 2020

The 2019 State of E-Commerce Infrastructure Report, from Webscale, analyzes findings from a comprehensive survey of more than 450 ecommerce professionals regarding how their online stores performed during the 2019 holiday season. Some key insights from the report include ...

March 18, 2020

Robinhood is a unicorn startup that has been disrupting the way by which many millennials have been investing and managing their money for the past few years. For Robinhood, the burden of proof was to show that they can provide an infrastructure that is as scalable, reliable and secure as that of major banks who have been developing their trading infrastructure for the last quarter-century. That promise fell flat last week, when the market volatility brought about a set of edge cases that brought Robinhood's trading app to its knees ...

March 17, 2020

Application backend monitoring is the key to acquiring visibility across the enterprise's application stack, from the application layer and underlying infrastructure to third-party API services, web servers and databases, be they on-premises, in a public or private cloud, or in a hybrid model. By tracking and reporting performance in real time, IT teams can ensure applications perform at peak efficiency — and guarantee a seamless customer experience. How can IT operations teams improve application backend monitoring? By embracing artificial intelligence for operations — AIOps ...

March 16, 2020

In 2020, DevOps teams will face heightened expectations for higher speed and frequency of code delivery, which means their IT environments will become even more modular, ephemeral and dynamic — and significantly more complicated to monitor. As a result, AIOps will further cement its position as the most effective technology that DevOps teams can use to see and control what's going on with their applications and their underlying infrastructure, so that they can prevent outages. Here I outline five key trends to watch related to how AIOps will impact DevOps in 2020 and beyond ...

March 12, 2020

With the spread of the coronavirus (COVID-19), CIOs should focus on three short-term actions to increase their organizations' resilience against disruptions and prepare for rebound and growth, according to Gartner ...

March 11, 2020

Whether you consider the first generation of APM or the updates that followed for SOA and microservices, the most basic premise of the tools remains the same — PROVIDE VISIBILITY ...