Next Generation IT Automation

boos@arago.de @boosc

IT Does Not Offer What the Business Wants to Buy

Bid-Offer SpreadThere is a gap between what providers want to offer and what customers want to buy. This spread is an excellent

opportunity for the provider of the future.

IT wants to provide low end standardized service.

Business wants to buy high end individual applications.

IT Service

On Premise Off Premise

1 2 3 4

IaaS

PaaS

AOaaS

AMaaS

ADaaS

SaaS

BPaaS

INFR

ASTR

UCT

URE

APPL

ICAT

ION

BUSI

NES

S

0 20 40 60 80 100Legend:

buy

sell

Organizing IT Operation

Skill vs. ProcessProcesses have been established everywhere in IT service

management. They have done their job (professionalization), but after a while they stop innovation and make satisfying customers

expensive.

Industrialization is:

1. Standardization2. Consolidation3. Taylorization

8 years or more to get the standard defied and the plant built.

15 years or more to make money from the plant.

Not in IT!

Stop whining and accept:

THERE IS COMPLEXITY IN IT!

Standardization only applies to the lowest end of the food chain.

What we have done abusing ITIL:

Built the longest assembly line in the world.

UDH

Network Mgmt

Cisco Team

Security Mgmt

Anti Virus Team

Eskalation

3rd Level Expert

Engineering

UDH

What we do when it matters:

Get the experts, lock them in a room and wait for white smoke.

Just for the flexibility we would always work with experts…. BUT

This Is Impossible, so…

Looking at the big picture we see there are pros and cons for each approach…

- cost- varying

quality- availability+ agility+ accountability

- no flexibility- limited to

IaaS / PaaS- no durability+ efficiency+ repeatability

PEOPLE CENTRIC

ROBOTIC / STANDARDIZED

The next generation of IT operations is a combination of both approaches.

- cost- varying

quality- availability+ agility+ accountability

- no flexibility- limited to

IaaS / PaaS- no durability+ efficiency+ repeatability

PEOPLE CENTRIC

ROBOTIC / STANDARDIZED

+ continuous cost optimization+ stable quality + scalability+ agility+ accountability

ANALYTICS BASED &

KNOWLEDGE CENTRIC

Automation augmented engineers

Engineer augmented automation

IT Skill = Knowledge

Automation – Based on Knowledge, not ProcessMany automation tools try to ensure proper process

completion where they should focus on proper knowledge application.

Knowledge based automation means

1. Experts teach machine

2. Machine applies knowledge

3. Machine learns from experience

Automation at arago

Prevention Automation Self Service1st Level

2nd Level

Touch

93 % 7 %

Automation Goals at Our Customers

Prevention Automation Self Service1st Level

2nd Level

Touch

80 % 20 %

The IT provider of the future can: 1. Archive knowledge

best2. Make automated

use of the knowledge archive

3. HAS THE BEST EXPERTS TO CONSTANTLY ADD TO THE KNOWLEDGE POOL

How to Do It

AutopilotThe proven new generation of automated IT operations -

a machine working like a human IT expert, only more diligently

Autopilot, a machine working like an expert.

Combines the knowledge it has to form an individual solution to each task it is presented with.

Experts teach machine things it does not know.

Machine documents everything:

1. Input

2. Output

3. Reasoning

Continuous improvement!

1 KPI to control effectiveness: teaching rate.

Analytics based knowledge-driven automation means freedom:

1. Applicable in whole stack

2. Staff turnover without disruption

3. Talent can thrive without quitting the company

AutoPilot significantly contributes to freeing up time.An example: Operating a POS environment in banking.

no automation 30% automation 50% automation 80%automation arago 93% automation0

20

40

60

80

100

120112

78

45

22

8

number of FTE experts needed

status atproject start

minimum expected improvement

maximum expected result

final result / automation grade

business case forfirst automation project

Thank you for your time which we hope was well invested, because dismissing good ideas can harm your future