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In the Digital Era, the experience your business delivers is crucial for success and competitiveness. Your customers, partners, and stakeholders expect this experience to be unfaltering – any disruption can lead to dissatisfaction and losses.
If you imagine your business to be a complex network of interconnected systems and processes, then your digital infrastructure is its backbone, supporting everything from communication and data storage to customer interactions and transactions. For the experience your business delivers to be unfaltering, your digital infrastructure must be unfaltering. But as you well know, that isn’t so easy.
Unlike a digital-native company, your digital infrastructure is perhaps inherited and evolved over the years. It is heterogeneous and has several moving parts. The architecture though integrated perhaps is influenced by organizational structures with several silos of ownership and management. You have invested in its reliability, but you know that it is not as resilient and anti-fragile as you like. There is tech debt that limits its agility and ability to be a true enabler of business.
What if your IT systems could be made resilient? To seamlessly adapt, optimize, and secure themselves without constant manual oversight? This is the promise of Automated Ops – a game-changer that aligns technology with your business goals in unprecedented ways.
Automated Ops turns conventional automation thinking on its head. Instead of focusing on what efficiencies can be brought to manual operations via automation, Automated Ops asks the question of what operations would be like if they were fully automated.
However, the real starting point is that unfaltering experience. To genuinely deliver something that is always-on, performant, reliable yet agile enough to release new business capabilities rapidly, Digital Infra needs to be rethought. Not redeveloped but rethought.
Unfaltering Experiences with Digital Infrastructure
Let us drill down a bit more. What are we trying to achieve?
Well, here are some objectives.
Yes, we can. All of those and more.
Automated Ops is about bringing together full-stack observability and actions/change as transactions using hyper-automation with an enterprise service management center.
Let us simplify that. Observability is about detecting and helping diagnose any behavior within digital infra that impacts experience. To precisely identify what is wrong and where.
Actions or for that matter any change in the automated ops way of thinking is implemented as code. Other than temporal actions that for example, cycle a process, all other actions change the configuration state of a system. Change the deployed infrastructure, its configuration, or the policies that govern it. When we apply transaction semantics to actions, an action always leaves a system in a consistent state.
Hyper Automation is about intelligent playbooks. If observability claims that a system is in a certain state, what diagnostics will verify this and what actions should we execute to bring the system back to a desired state.
Finally, ESM is the human interface to automated ops. It is where users post service requests, where you see detailed analytics of the health of your system, and where operations engineers step in to resolve scenarios that automated ops hasn’t learned yet.
This is Automated Ops.
Observability is about making your environment observable – so that potential issues can be detected and diagnosed faster. However, observability is directly impacted by the data or telemetry that is available to it. If you can give us workload-relevant metrics, rich logs, and any changes from every part of your system, that would be awesome. If you cannot, as is often the case, we help tune your monitoring stack, implement APM, or inject telemetry to make observability meaningful.
In much the same way, if a change of any kind has to be thought of as changes to code, then your infrastructure, configuration, and policies must be represented as code. If you are already in a containerized and cloud-hosted world, it is easy. The more 'legacy' your infrastructure is, the harder it is to represent it as code. Wherever you are in between these extremes, we help you transform to be more software-defined at any and every layer of your stack.
Intelligeni, how does it work?
Intelligeni enables Automated Ops. An AI-powered unified platform that brings together observability to proactively detect and diagnose issues, Change managed as code, hyper-automation of complex workflows, and service management with deep analytics. The heart of Intelligeni is a knowledge graph that is an accurate and real-time representation of the structure and behavior of your digital infrastructure – the kind of intelligence normally known to a few engineers. Surrounding the knowledge graphs is a set of machine learning and graph-based algorithms and an embedded LLM that detects anomalies, learns behaviors, identifies root cause events, and drives automated diagnostics and remediation.
Getting to Automated Ops is a journey and we will walk this with you.
The Recipe for Success
Step 1: We start by stabilizing your operations and bringing in ITSM discipline and visibility.
Step 2: Then we strengthen monitoring and drive point automation.
Step 3: Over a series of transformation projects, we make your digital infrastructure more software-defined.
Step 4: In parallel, we move from monitoring to observability and from automation to as-code operations.
About the author:
Senior Vice President, Global Head of Platforms
Satish comes with over 29 years of experience in the IT Industry. Over his career, he has held various leadership, technology, development, and support positions. His expertise is in the conceptualization, design, and creation of software products, in the architecture of large-scale distributed systems, and in running mission-critical systems in a highly automated manner. At Microland he leads the creation and development of Intelligent IT and Automation platforms.