transforming it operations in the era of hybrid cloud and cognitive
TRANSCRIPT
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…
© 2016 IBM Corporation4
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
© 2016 IBM Corporation5
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
© 2016 IBM Corporation6
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
© 2016 IBM Corporation7
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
© 2016 IBM Corporation8
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
© 2016 IBM Corporation9
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
© 2016 IBM Corporation10
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
© 2016 IBM Corporation11
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
© 2016 IBM Corporation12
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
© 2016 IBM Corporation15
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
© 2016 IBM Corporation16
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
© 2016 IBM Corporation17
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
© 2016 IBM Corporation18
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