5 Things to Know About IBM Enterprise IT Automation Services in the Age of Cognitive, Dynamic Learning and Self-healing Systems
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Here are five questions we often get from clients about IBM Enterprise IT Automation Services:
1. What is IBM Enterprise IT Automation Services?
Irrespective of how good and resilient the IT infrastructure design is, and how thorough and proactive the maintenance plan is, problems will occur. The dependency on IT operations staff to “keep the lights on” represents an exposure that still remains. Robust processes and staffing models do not eliminate the time elapsed as operations technicians respond to incidents or requests. The slightest delays for certain types of incidents, or in certain types of application, can have catastrophic impact. The only true remedy for this exposure is to have autonomous robots monitoring and taking actions when something breaks, and by doing so, minimizing the delay between the time of the failure and the action taken to fix the problem.
IBM Enterprise IT Automation Services provides the ability to fix problems immediately, as they occur, reducing the Mean Time to Respond (MTTR) from days and hours to minutes. By doing so, it prevents severity 3 and 4 events from becoming severity 1 events.
In the process, IBM Enterprise IT Automation Services tracks and logs everything it ever does providing granular, transparent, and thorough level of details. This data can be analyzed to identify patterns and provide insights to make continuous improvements.
2. What are the benefits of IBM Enterprise IT Automation Services?
Solutions based on IBM Enterprise IT Automation Services have been deployed in hundreds enterprise clients worldwide and it has consistently demonstrated value to clients in the following areas:
3. How does IBM Enterprise IT Automation Services work?
IBM Enterprise IT Automation Services includes several key components:
The figure provides a high level view of how IBM Enterprise IT Automation Services integrates with the IT environment of an organization enabling the virtual engineer to detect, diagnose and either fix the problem or escalate it to a human engineer for resolution.
4. How are IBM Enterprise IT Automation Services capabilities deployed in an enterprise IT environment?
IBM Enterprise IT Automation Services is deployed in two phases:
This is a onetime implementation to set up the automation framework. IBM Enterprise IT Automation Services slots into the enterprise IT operations as a new step in the support flows in lieu of human (technicians) engagements. IBM Enterprise IT Automation Services integrates into an organization's environment without requiring any changes to tools or previous automation investments. It simply interfaces with key IT service management systems to automate use cases across the organization's IT infrastructure platforms, database, middleware and groupware applications, storage devices, network devices, and some business applications).
An analytics-driven continual service improvement process is instated to propose new automation use cases and updates to those deployed already by using:
5. Are there any limits to what can be automated?
The scope of IBM Enterprise IT Automation Services and its impact will continuously grow using this methodology. The net of its potential impact and reach is summarized by the following three questions:
If the answer is "yes" to all three questions, automation is applicable.
For more information about IBM Enterprise IT Automation Services and related IBM Global Technology Services offerings see the IBM Redguide publication IBM
Firas Bouz is the Director of Complex Solutions in IBM Global Technology Services, United States. Firas leads the Technical Solutions Management team in creating compelling, value add, cost effective, and innovative services solutions for IBM clients. Firas holds Bachelor and Master of Science degrees in Computer Science. He has held numerous Robotics Research, Software Engineering, and Application Architecture positions in and outside IBM. He has seven patent filings. Firas is a co-author of the IBM Redg
Hemang Dave is the Chief Innovation Officer for IBM Global Technology Services in North America. In his current role, Hemang is responsible for driving proactive innovation that matters to IBM clients. Over the past three years, he has been instrumental in driving both innovation for the client (IT and services-centric innovation) and innovation with the client (business innovation) to over 80 multinational clients. Hemang has also led the culture of innovation as an IBM initiative. Hemang graduated from the University of Texas at Austin, majoring in Computer Science with a minor in Mathematics. Hemang has held several