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

May 13, 2021

Modern complex systems are easy to develop and deploy but extremely difficult to observe. Their IT Ops data gets very messy. If you have ever worked with modern Ops teams, you will know this. There are multiple issues with data, from collection to processing to storage to getting proper insights at the right time. I will try to group and simplify them as much as possible and suggest possible solutions to do it right ...

May 12, 2021

In Agile, development and testing work in tandem, with testing being performed at each stage of the software delivery lifecycle, also known as the SDLC. This combination of development and testing is known as "shifting left." Shift left is a software development testing practice intended to resolve any errors or performance bottlenecks as early in the software development lifecycle (SDLC) as possible ...

May 11, 2021

Kubernetes is rapidly becoming the standard for cloud and on-premises clusters, according to the 2021 Kubernetes & Big Data Report from Pepperdata ...

May 10, 2021

Overwhelmingly, business leaders cited digital preparedness as key to their ability to adapt, according to an in-depth study by the Economist Intelligence Unit (EIU), looking into how the relationship between technology, business and people evolved during the COVID-19 pandemic ...

May 06, 2021

Robotic Data Automation (RDA) is a new paradigm to help automate data integration and data preparation activities involved in dealing with machine data for Analytics and AI/Machine Learning applications. RDA is not just a framework, but also includes a set of technologies and product capabilities that help implement the data automation ...

May 05, 2021

There is no one-size-fits-all approach to changing the experience of employees during a pandemic, but technological innovation can have a positive impact on how employees work from home as companies design their digital workspace strategy. The IT team supporting this shift needs to think about the following questions ...

May 04, 2021

Downtime. It's more than just a bar on the Rebel Alliance's base on Folor. For IT Ops teams, downtime is not fun. It costs time, money and often, user frustration. It takes more than the Force to handle incidents ... it takes an intergalactic team. An effective incident management team is made up of people with many different skill sets, styles and approaches. We thought it would be fun to map the heroes of IT Ops with Star Wars characters (across Star Wars generations) based on their traits ...

May 03, 2021

Vendors and their visions often run ahead of the real-world pack — at least, the good ones do, because progress begins with vision. The downside of this rush to tomorrow is that IT practitioners can be left to ponder the practicality of technologies and wonder if their organization is ahead of the market curve or sliding behind in an invisible race that is always competitive ...

April 29, 2021

According to a new report, Digital Workspace Deployment & Performance Monitoring in the New Normal, 82% of respondents had changes in their digital workspaces due to the pandemic ...

April 28, 2021

There are a few best practices that DevOps teams should keep in mind to ensure they are not lost in the weeds when incorporating visibility and troubleshooting programs into their systems, containers, and infrastructures. Let's dive into these best practices ...