Riding the Digital Transformation Wave
Use artificial intelligence to identify and mitigate failure before it occurs.
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It was great speaking with Rajesh Ganesan, Director of Product Management at ManageEngine during their user conference in Chicago about his keynote. We started by discussing digital transformation. Rajesh was a bit skeptical of the term "digital transformation" when it was becoming popular until he realized that all businesses today are digital and that in order for a business to survive it must change - aka transform.
Our lives are impacted by technology: cloud, mobility, social networks, AI, big data, and IoT. All of this is bringing about irreversible changes to how business operates today. A thriving business can become irrelevant if someone uses technology to do something better than you (e.g., Uber, Amazon Prime, AirBnB, and Netflix). Hence the need to always think about transforming your business to reduce costs, be more efficient, provide a better user experience and customer experience.
IT can initiate this transformation on several fronts: client management, operations management, security, service management, and analytics. However, it's difficult, if not impossible, to transform if all of these functions continue working in silos rather than collaborating to solve business problems. Lack of standards or streamlined IT management processes leads to low productivity. Lack of central control and visibility over the IT environment leads to inefficiency and an inability to gain insight from IT infrastructure data to support decisions.
Hence the need to transform to 360-degree IT service management whereby service request management handles fulfillment from a single console to ensure technician productivity and overall efficiency. Incident management provides a single-pane view to control infrastructure failure and ensure high service uptime. Reporting and analytics provide insights and inform decisions making based on IT infrastructure data.
End-user onboarding, employee offboarding can be managed or even handled with as much or as little automation as is appropriate for your organization.
An SSL vulnerability outbreak can be managed with an SSL monitoring tool that immediately identifies the weak cipher and raises a ticket. The lead admin of the server team can enable access to a colleague who can remove the weak cipher. The colleague receives authorized and monitored access to a few critical servers to remove the ciphers without bypassing any processes. All actions performed by the colleague are recorded.
Use reporting and analytics to guarantee service levels with optimal staffing to meet service level agreements (SLAs). Ensure critical business services are being handled by the best people given all of the other projects in progress.
Organizations are becoming more decentralized. IT needs to empower people to use their own technologies with the Enterprise service desk. The Enterprise app store with Mobile device manager plus enables IT to create organizational-centric applications for employees. The Enterprise credential store enables you to manage the passwords of all of your organizations' geographically distributed employees. Enterprise analytics lets you manage myriad KPIs.
Manage the transformation of customer expectations with chatbots. AI is built into ManageEngine product links. Build AI to help humans do what they should be doing instead while keeping you notified of what they are doing.
ManageEngine Labs is currently working on a number of initiatives. Text processing to handle each case differently based on historical learning. Numerical analysis of large data sets to apply intelligence to detect anomalies, make predictions, and trigger actions. Natural language processing so chatbots can provide a substitute for human assistance. Intelligent assistants run routine tasks involving multiple steps, providing advice, and giving intelligent reminders.
AI for IT service management provides intelligent routing, predictive analytics, and contextual knowledge to IT operations for 1) automatic incident categorization; 2) search control with a conversational chatbot; 3) intelligent agent assignment for incoming requests; 4) anomaly detection by flagging unusual repeated incidents; and, 5) using predictive analytics to flag requests that could violate SLAs.
AI for IT operations (AIOps) provides smart operational insight, predictive analytics, and contextual knowledge to IT operations for 1) automatic adaptive threshold configuration; 2) intelligent recommendations on the best time to perform firmware upgrades; 3) prevent downtime by controlling errors in configuration changes.
AI for security information event management (SIEM) is smart analytics and correlation for big data in logs for effective security administration. This will 1) detect insider access abuse; 2) enable intelligent detection of data exfiltration; and, 3) identify root causes for repeated account lockouts and user login failures
AI for endpoint management provides intelligent predictions and suggestions for effective endpoint administration to 1) automatically determine the best time to push patches to each endpoint, greatly reducing failures; 2) recommend intelligent solutions for technicians during remote troubleshooting sessions; 3) provide timely notifications for capacity planning by predicting additional licensing requirements;and, 4) identify data leaks, data theft, or attack attempts on smart devices, alert users and administrators.
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