Digital transformation is made simple with two main technologies AIOps and ITSM. Artificial Intelligence for IT operations and IT service management are two different technologies that are used by enterprises to transform their business operations.
ITSM – Innovating enterprises
Enterprises make use of ITSM tools to process service desk tickets and change requests (incident management). Some of the core elements of ITSM include change management, asset management, and problem management. Data that is present in the Configuration Management Database (CMDB) includes IT asset data and this data is used for process automation of changes, incidents, service issues, and problems. When these processes are automated, you can reduce downtime and operating costs. The best way to automate these processes needs clean and effective data.
AIOps — Turning data into actionable insights
AIOps is a duo of Artificial Intelligence and Machine Learning that helps to drive automaton. Gartner predicts that about 30% of enterprises will adopt AIOps by 2023. AIOps reduce the workload so that the ITOps team can work at the speed of business.
AIOps make use of Bigdata along with AI and ML to discover the patterns and diagnose the root causes in order to predict issues beforehand and automate processes. By automating the processes of ITSM and ITOps, AIOps help in driving these teams together. It provides data that drives both analytics and automation. Data is the key to drive efficient and effective AIOps and ITSM.
How to leverage AIOps in ITSM practices
Below are some of the ways to make use of AIOps in ITSM practices:
- Understand both technologies
- Identify the growth gaps
- Modernize your ITSM platform with AIOps
- Merge ITSM and ITOM practices
- Break down the traditional data silos
Both AIOps and ITSM are helping organizations in digital transformation. Enterprises are spending more on ITSM and AIOps helps in shaping the way they use ITSM, Automation, analytics, and AI and analytics. It helps to organize the cross-organizational silos with workflows and intelligence to reduce cost and enhance operational efficiency.