How ChatOps Accelerates Collaboration Among ITOps Teams

2 min read

Are you a Site Reliability Engineer (SRE) needing to resolve incidents as quickly and effectively as possible?

Do you want environmental information integrated with ChatOps to help with diagnosis beyond what you can see spanned across tools? Are you a Line-of-Business professional looking for ways to collaborate with IT to minimize the impact of incidents? 

To resolve incidents, operations pros must collaborate and coordinate with development, networking, security, etc. ChatOps makes this cross-organization and cross-domain effort manageable to resolve incidents as quickly as possible. It’s a necessity for sharing sources of data, work tracking and having in-context information. Forrester highlights how ChatOps accelerates collaboration by retrieving incident context rapidly in "Accelerate Incident Management by Combining AIOps And ChatOps 2020".

IBM Cloud Pak for Watson AIOps and Microsoft Teams

In a Site Reliability Engineer’s life today, there are too many dashboards to look at to drill down on an issue at hand. Screen switching is fueled by the high number of domain-specific tools that the segmented IT Operations market has created, fogging the visibility an engineer has on one’s environment. AIOps connects the dots, and ChatOps is the bridge between insight and resolution, increasing responder agility.

That’s why in the IBM Cloud Pak® for Watson AIOps, real-time insights are delivered via ChatOps to SREs directly where they work. In our original release, we partnered with one of the biggest messaging platforms in the market, Slack, so teams could capitalize off seamless communication and collaboration to resolve incidents with the utmost efficiency. To continue our AIOps strategy in helping humans work across siloed environments, we’ve extended the reach of our Watson-AI-powered insights to Microsoft Teams.

According to Microsoft, 91% of large companies use the team’s platform for business communications, with around 145M daily active Microsoft Teams users. Extending Watson AIOps’s reach to Microsoft Teams allows more companies to utilize the instantaneous insights used to action incidents. For organizations that use Microsoft Teams and Slack in different groups, we’ve kept the interaction experience similar while leveraging the native capabilities of each collaboration message platform.

Unified context is summarized by Watson AIOps in a comprehensive Microsoft Teams message to SREs. Users can investigate grouped alerts and events, analyze the localized blast radius of the problem with topology and see a list of recommended next best actions based on current and historical data. All this information is added to a synthesized Incident story thread inside Microsoft Teams. This builds context for the larger team, allowing everyone to see updates as work is progressed on the problem. There’s no hopping across multiple tools and dashboards — accelerating the ability to build understanding and maintain shared context.

Easing the path to incident resolution

Legacy operations solutions struggle to present clear visibility across applications and infrastructure environments. Disparate resources, tools and teams exacerbate this struggle. IBM’s ability to deliver unified insights where people are communicating and working the most eliminates the fog. With both a Slack and Microsoft Teams AIOps experience, proactive incident resolution is easier and more efficient.

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