How incident response and problem resolution are becoming increasingly complex in Modern Hybrid IT environments

November 15th, 2019

The digital enterprises of today

In the new digital world, IT enterprises are becoming increasingly hybrid.  While the flexibility offers many benefits, the increased complexity creates security gaps, added risk, and a host of other management issues. Hence, enterprises need strategies that enable traditional IT to seamlessly monitor and manage the applications and other IT services located on-premise, in the cloud and at the edge.

Challenges faced in Incident Management

When there is an unplanned interruption to an IT service or reduction in the quality of an IT service, monitoring tools raises a ticket or notify the operations team through other means such as email, SMS etc. This is typically referred as an incident and requires some action to taken by  the team/ processes to rectify the observed situation.

Managing such incident through its lifecycle involves multiple steps and is one of the big cost  factor for most of the IT operation teams. If the incident involves service outage it leads to loss of  revenue and bad  customer experience. This  is why  there is  a  growing interest among digital  enterprise to accelerate/automate  incident  management and if possible completely  eliminate incident occurrence. We will discuss the key challenges faced by enterprises in handling the incidents  and how CloudFabrix AIOps solution can help reduce/eliminate these challenges

Lack of  Contextual Data

When something goes wrong, context is the guide with regards to the investigation. Unfortunately, in most cases, the incident information it offers is sparse – at  best it may have details  like time of occurrence, device IP/name with a short  description of the problem which is more often a symptom than the cause. It doesn’t provide details like location of the device, the owner/SME of the device,  the impact etc. Manual input/tagging/extraction of the data by  checking with several other systems or through multiple handoffs needs to be done to get these details.

Siloed data residing with different tools &  teams

The next  step in incident management is to gather all the relevant data such as performance metrics, log data, network data, security threats, known issues, historical information of similar incidents etc., to help with the diagnosis. To pull all the required data, often requires accessing multiple tools and coordinating with different teams. This can take 1.5 hours on an average and in some cases even much longer.

Long delays in incident resolution

Once the data is collected, analysis by working with all concerned teams to identify the root cause needs to be done. Due to lack of root cause, enterprises need to assemble all the relevant teams  and resolution of the incidents can take between five and six hours of downtime, and in some cases, multiple days or even weeks.

Manual and  repetitive remediation tasks

Incident do reappear.  However, most enterprises don’t have an  effective mechanism to leverage  the historical learnings by maintaining a knowledge base. Even if they maintain the information in tools like ITSM, most NOC/SOC systems are not capable of scanning that data algorithmically  to suggest a fix automatically when a similar incident  is detected.  The other major challenge is automating the remediation steps so people don’t waste time in doing repetitive tasks. 

How can CloudFabrix AIOps help?

CloudFabrix offers Incident Room which  is a Modern digital collaborative war room that enables faster incident diagnosis and remediation of alerts or incidents. Incident room provides context-aware metrics and logs, asset intelligence, security insights and diagnostic tools to enable rapid incident diagnosis and remediation.

Incident room also provides AI/ML driven recommendations using clustering algorithms that show similar and related incidents, that can serve as a knowledge base for IT ops teams. Incident room actively learns from incident trends and state changes, and provides predictive analytics in terms of suggested next steps for incident response, which user to assign and whether to resolve/cancel the incident.

Are you facing any of these problems with your IT Ops?

CloudFabrix will streamline your IT infrastructure, seamlessly integrating with all your systems. We will leverage real-time data to provide actionable insights helping with the management of priority tasks rather than wasting time in handling everyday tasks saving labor, money, and time. We guarantee that the long-term impact of AIOps on your IT operations will be transformative. 

Please feel free to reach out to us in case of any questions.

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