AIOps: The Next Generation of ITOAAIOps Exchange – San Francisco | May 2019 | Charles O’Keefe (VP Enterprise Monitor ing & Engineering)

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Today’s Modern Technology Landscape

Infrastructure (Physical, Virtual, Network, InfoSec, Containers, Mainframe)

Cloud (Public/Private – IaaS, PaaS, SaaS)

In-house Applications (Java, Node, .Net, Go, etc.)

COTS and Open Source

Databases

Middleware

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Sample Application Interaction

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A scalable monitoring strategy/transformation includes …

Ecosystem of Tools Training

Enterprise CultureCustomer Focus

Artificial Intelligence Data Quality

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Commonly Used Technologies and Techniques

Application Performance Management

Logging (Stack Traces, Events, etc.)

Metrics

Tracing

Infrastructure (CPU, RAM, Disk)

Real-User Monitoring

Synthetic

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ITOA:

The Customer Journey / End-to End Observability

Decompose each application into business capabilities (e.g. website registrations, purchases, etc.)

Utilize logging, metrics, and tracing to build dashboards of the data flow from the CUSTOMER’S point-of-view

Monitor based on patterns to detect anomalies and trends

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The industry has moved beyond human scale

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How Does Amex Synthesize What Is Important?

Artificial Intelligence for IT Operations (AIOps)

• Ingest the event• Normalize data• Enrich the event• Dispatch to de-duplicate event• Utilize ML to correlate• Refine the models

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Culture Data Quality Matters

Customer Training

Amex has learned …

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Charles O’KeefeVP, Enterprise Monitoring Tools & Engineering