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HCLSoftware: Fueling the Digital+ Economy

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The abundance of latest technologies is just the tip of the iceberg. Business and IT landscapes have become arenas of prolific innovations. In fact, enterprises are forever in the quest for efficient and top-notch IT systems capable of resolving bulky and complex issues in quick time. But there are roadblocks along the journey. An urge to onboard new and efficient IT systems gets more and more complex by the day due to technological advancements, demanding transformations and new ways of doing business. Whereas businesses demand faster, reliable and predictive approach to manage their operational commitments. Hence, the demand for proven technological advancements like artificial intelligence (AI), automation, deep analytics and many more is making headlines among business leaders. Initiatives to introduce artificial intelligence (AI) in daily operations to introduce intelligent automation, predictive decision recommendations and observability are budgeted aggressively. Also, regulatory bodies are mandating the compliance of various critical business functions to address all challenges for a resilient operational framework.

Thus, organizations are aiming to establish a true AIOps (Artificial Intelligence for IT Operations) model to assist in decision-making by business leaders. Enterprises can influence their traditional approaches to manage incident alert volumes, cut costs, and much more to cusp repetitive human or system-based actions or tasks.

It is normal for any enterprise to consider the cost factor before making an AIOps investment decision. But the issue lies in their conception of economies. It could be narrow, or the benefits of technology adoption could be misinterpreted. Enterprises are usually focused on addressing three key issues:

the cost of technology, the human labor alternative,
and a possible replacement of deployed products.

It can save the costs of future maintenance and subscriptions. In short, economies are often a simple cost-benefit analysis. The impact of enhancing flexibility, promoting economies of scale and reducing risk in the future - the true and direct benefits of AIOps, stand ignored

The business value proposition

Thanks to rapidly growing business transformations, the diversified IT environment is complex. And in their quest of addressing diverse issues, enterprises are often pushed to duplicate the deployment of management tools. This promotes wastage in major technology services across multiple business functions. Maintaining a coherent overview of the entire technology landscape is a challenge. Also, organizations can no longer afford to respond reactively to technology-based functional or technical issues. A proactive IT operations management (ITOM) approach is imperative to stay relevant but needs to scale its benefits at the business layer too. Hence AI-driven operations bring phenomenal upliftment in approach to tackle situations in real-time and also justify investments for intelligent automation of IT functions, including event correlation, anomaly detection, and causality determination which works in concert with big data and machine learning (ML). Intelligent learning by systems also stores system of records that can assist in the necessary adherence to regulatory policies that are a must for operational resilience.

The latest Gartner Market Guide for AIOps says, “There is no future of IT operations that does not include AIOps. This is due to the rapid growth in data volumes and pace of change (exemplified by the rate of application delivery and event-driven business models) that cannot wait on humans to derive insights”.The estimated market size for AIOps is $1.5 billion, with a compound annual growth rate (CAGR) of around 15% between 2020 and 2025.

Recent research also suggests that IT and related processes are responsible for generating the lion’s share of the GDP in most developing and industrialized economies. Therefore, enterprises need a scaled utilization of AIOps to serve the business needs by maintaining transparency among Business and IT stakeholders for effective decision-making.

Below are a few, but not limited, tangible benefits that are not just circled around limiting the cost

Higher availability of business services

The IT infrastructure can record too many incidents resulting in system failure. Enterprises also suffer from capacity exhaustion, affecting crucial IT operations. The software systems are deployed to infuse efficiency and generate faster revenue for business processes. Therefore, a low uptime can impact services resulting in customers moving to a competitor enterprise. Also, high downtime directly impacts the business ROI. Therefore, an intelligent “Detect” strategy has to be envisioned and formulated that measures the prescribed tolerance of a critical business KPI. An intelligent platform with proven, identified use cases can enhance proactive visibility, thus promoting uptime. It can also grasp continuous feedback for smarter predictions on such failures to retain customer delight. This helps operations to retain the existing revenue and infuse confidence in customers to further scale the platform.

Here is what to expect from AIOps offerings:

They must enhance the observability capability to align with business objectives and retain user experience They must allow us to measure tolerance levels of critical business KPIs mapped to business flows aligned to overall service objectives
They must reduce Mean time to detect (MTTD) significantly - This enables enterprises to act swiftly on incidents via intelligent automation systems They must provide an IT-to-business contextualization and vice-versa to prioritize the critical issues that have major business impacts
Irrespective of the IT footprint (cloud or non-cloud), the AIOps offerings must scale on demand and decommission to support financial operations (FINOPS) fundamentals based on utility  

System-assisted root cause identification and intelligent remediation

A frequently occurring issue or an incident is classified as a problem. It is very difficult for experts to keep track of root causes in multiple occurrences. Therefore, systems must act intelligently to determine and track such root causes to recommend a permanent fix. Also, complex software systems are forcing enterprises to hire IT experts for such root cause analysis. This increases the overhead cost involved in addressing an incident or a problem. Enabling an AIOps offering-led approach will ensure the track-n-trace of previously determined root causes. Supported by intelligent, automated remediation solutions or IT experts for unique issues, it will also help to further detect, identify, and recommend possible actions within the operational ecosystem.

Cost-optimization in the long run

The high costs involved in AIOps adoption and management are a matter of debate. The trick is to look for an AIOps offering that has embedded learnings to allow simple and quick onboarding. Also, it is important to demystify the offerings of AIOps. Instead of looking at them as revenue retainers, businesses need to acknowledge that it enables a certain ease of scale to support the business asks. This, in turn, impacts the revenue generation capacity of organizations, incrementally. They offer visibility leading to better capacity utilization which helps to avoid IT outages involving fixation charges through predictive analytics making business forecasts.

Augments investment and complying to regulatory audits

AIOps can filter the alert system noises to support IT teams and intelligent systems. A dependable AIOps offering provides systematic guidance to address incidents and keep their records. It can recall learnings from past incidents and provide actionable insights. This reduces the workload of the operations teams manually solving diverse and bulk incidents. Business leaders can use historical information to showcase the necessary operational resilience to the regulators.

Change the game with DRYiCE IntelliOps

HCLSoftware has served enterprise customers across different business verticals for decades, globally. With a formidable reputation in the market space, our technological offerings enable enterprises to operate in a leaner, faster, and more cost-efficient manner while ensuring superior business outcomes. DRYiCE IntelliOps is an AIOps offering with multiple value tenets. From enabling operational resilience by providing complete control via the digitization of business flows and business-critical key performance indicators (KPIs) to enterprise-wide observability driven by technology data, highlighting the business impacts of IT issues and acting proactively through intelligent automation systems – we come with industry-vetted, deep domain knowledge. Additionally, DRYiCE IntelliOps offers next-gen user experience to business and IT stakeholders via cognitive virtual assistants to acknowledge, address and observe critical issues, orchestrate unattended and event-driven tasks for IT and business processes, discover, manage, and remediate all endpoints while tracking accountability and spending on Cloud services.

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