Artificial Intelligence for IT Operations — The Idea

The complexity of IT environments is constantly increasing, and dependencies on external services and cloud infrastructures are also increasing. ITSM solutions and operation teams are increasingly involved in service and product development and can increasingly help shape the optimal development of solutions in a DevOps environment, in addition to operational aspects.

The term AIOps was coined by Gartner and meets the following definition:

AIOps combines big data and machine learning to automate IT operations processes, including event correlation, anomaly detection and causality determination.

Gartner Glossary

Technical terms are often used in a wide variety of contexts. In this way, AIOps is also viewed from different perspectives.

When using an AIOps concept, it is important to us that the focus is on clear customer benefits. The opportunities we see in connection with AIOps are:

• Ensuring IT operations and increasing customer satisfaction
  Consideration of all quality criteria when evaluating service availability
• Proactively prevent problems and incidents
  Identify patterns and trends early on and take appropriate action
• Resolve incidents quickly
  Involve the right specialists quickly, promote collaboration and use automation where appropriate
• Increase transparency and active stakeholder communication
  Relevant information is available promptly to those affected and involved

How Opsgenie supports AIOps

In the context of AIOps, Opsgenie from Atlassian plays a central role. The following overview represents an exemplary AIOps landscape that goes far beyond typical ITSM limits. Opsgenie makes it possible to orchestrate a wide variety of tools and technologies and thus creates the data platform aimed at with AIOps. This data can in turn be used to quickly identify faults and anomalies and to derive appropriate measures.

Opsgenie ensures that relevant faults are identified and quickly forwarded to the right employees. On the one hand, the resolution of incidents is supported by collaborative work and affected stakeholders are also promptly informed of effects and activities.

Pascal Stiefel, Swarmit AG

The following overview summarizes the most important Opsgenie Features together:

• Alert management and analysis
  Alerts and events can be integrated, collected and processed in Opsgenie using a variety of integrations. A telephone call center can be set up. Alerts can be filtered and analyzed.
• Rule-based optimizations
  Based on rules, alarms can be classified, assigned, escalated or triggered automatically with self-healing activities.
• Shift planning
  Teams organize their shift planning centrally in one place. It is always understandable who is being informed and how escalations are organized.
• Notifications and stakeholder management
  Team members are informed about alarms and incidents on individually defined channels and can react quickly to them. At the same time, affected users can be informed of adverse effects and remain constantly up to date with the latest work.
• Reporting and continuous improvement
  Based on the collected data, any report can be created automatically. On the one hand, these serve to ensure transparency, but are also the basis for a continuous improvement process based on data.

ITSM and AIOps with Opsgenie

By integrating various tools and technologies, Opsgenie creates the data basis provided in AIOps and makes it possible to derive appropriate activities from it.

This setup is not only useful for productive environments, but can also provide valuable information even in test environments.

Seamless integration with other Atlassian tools such as Jira Service Desk, Confluence, Statuspage makes it possible to create a complete ITSM suite that can be easily adapted to your needs.

How we support you

We specialize in Opsgenie deployments and ITSM projects and help you implement your requirements. From integration and configuration into your ITSM landscape to the complete construction of a new platform with additional technologies. Benefit from

• Our experience implementing Opsgenie,
  from technical integration to training and support.
• Our integration know-how of other Atlassian products such as: Jira Service Desk, Confluence and Statuspage.
• Our extended expertise and various partnerships such as: NewRelic, Dynatrace, Slack, Elasticsearch and many more...

Learn more about Opsgenie!

Want to learn more about Opsgenie, AIOps, and modern ITSM solutions? Book a demo with us directly, or ask our team your question:

Arrange an online meeting

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