AIOps is ready for prime time. While the transformative promise of AI
hasn’t materialized yet in many parts of the business, AIOps is
different. It doesn’t need a staff of data scientists or AI
translators. It doesn’t need a major reorganization like many other
large-scale AI initiatives. In fact, AIOps is the perfect pilot for
other organizational AI initiatives, building sponsorship beyond IT as
it transforms IT operations—which in turn transforms the business.
Recently, Tomer Mekhty, ServiceNow’s VP of IT, talked about this
point: “In IT operations, we’ve been using AIOps for some time to
solve business problems. We’ve found that we don’t need to hire new
data scientists to drive AIOps. Instead, we can rely on our existing
data analysts and machine learning skill sets.”
Make no mistake: ServiceNow has seen great results with
AIOps. For example, we used to have a huge number of VPN outages.
Given our remote workforce around the world, this caused major
employee frustration. Once we implemented AIOps, we reduced our VPN
outages by 900 hours a year and reclaimed 1,000 hours in employee
productivity—reducing lost time from 1,400 hours to just 400 hours.
So, what is the most important success factor when adopting AIOps?
Tomer says it’s a change in mindset. He explains, “What we’ve found is
that AIOps needs a cultural change. It’s really about organizational
change management. You need to establish a data-driven culture where
most decisions are based on data, not experience. And, leaders need to
start asking the right questions to drive efficiency. You also need to
develop your existing talent or replace skillsets manage the scale and demand.”
So, what are you waiting for? AIOps offers you a proven, pragmatic
path to improved service quality, reduced service downtime, and vastly
increased operational efficiency. Ultimately, that translates into
sustainable business advantage as you run IT at digital speed.