AI-powered service operations can help you avoid getting blindsided.
It’s been a long time coming, but today’s CIOs have a seat at the strategy table. And with the growing digitization of products and services, CIOs are finding themselves closer to the heart of the business than ever.
No longer an operating expense to be cut, their organizations contribute to the top and bottom line directly. As their status within the business grows, so does the need for new skills. It’s no longer enough to focus on aligning technology with the enterprise—today’s CIOs need peripheral vision to anticipate and navigate a rapidly changing business and threat landscape.
Widen the lens
Last year’s unrelenting sweep of global events hammered many organizations. And while disasters and cyber threats are nothing new, today they seem to be deeper, more prolonged, and novel—much like the pandemic itself.
By widening the lens of their peripheral vision, CIOs can read the market, sense future changes, and be aware and ready for what might come next. And to do so, their vision must expand beyond basic scenario analysis to include both leadership and technological capabilities.
Why should a CIO strengthen their technology peripheral vision? Because it is humanly impossible to scale the sheer complexity of enterprise technology today without it. Without AI, there is no way to manage the explosion of digital services, data, and unexpected issues that arise in our multi-cloud hybrid world.
The power of prediction
AI-powered service operations make it possible for CIOs to keep up with the speed of business change. Their IT delivery teams need AI to help manage IT services, and their IT operations teams need AI to help streamline management, infrastructure and applications across the enterprise—on-prem and in the cloud.
AI gives these teams the ability to see around corners and identify blind spots. In the hands of a CIO, predictive AIOps can help them catch unexpected issues before they impact users or the business. It gives them the superpower of strengthened peripheral vision.
With traditional AIOps, the IT team must know all the issues that could possibly happen in their environment and establish thresholds or flag specific patterns when these expected events happen. But, just like in real life, unplanned issues will occur. Traditional AIOps can’t pick up on these unexpected events, and it can take hours or days to investigate and remediate them. With machine learning embedded in predictive AIOps, anomalies are identified on the fly.
Fix critical issues quick
On the other hand, there will always be incidents predictive AIOps can’t pick up on—all of us at some point will spill coffee on our keyboard and forget one of our too-many passwords.
When incidents like this happen the key here is how quickly the issue can be fixed. In today’s work-from- anywhere world, the user needs to be able to immediately address these issues themselves. And they can, with help from AI-Powered virtual agents.
These automated digital agents can interact with users anytime, from anywhere and automatically fix common issues. Password reset can be entirely automated by AI-powered virtual agents. What’s more, once any new incident is created, AI can automatically assign it to the right person because it has learned from prior incidents which team to route the issue to. And while AI can’t fix your coffee-fried computer (yet), it will help you quickly order a new one through a self-service portal.
Maybe password resets don’t seem like a critical part of business survival, but, as we saw during the pandemic, organizations that had already digitized and automated these kinds of manual processes were better prepared for the next wave of unexpected events. Apply that power to a companywide digital transformation, and the peripheral vision Predictive AIOps delivers could be the difference between surviving or succumbing to whatever threats come next.