Cognitive IT/NW Operations · 2018-08-31 · Automating “catch and dispatch”, ticket...

I Copyright © 2017 Tech Mahindra. All rights reserved.1

Cognitive IT/NW Operations


TechM drives Intelligent Automation using AQT

Suite of Automation and AI Platforms to continuously

increase Business Efficiency (faster, cheaper, better) for

our stakeholders and ourselves through Intelligent

Automation (Robotics, Smart Analytics and AI) and

Automation Thinking

Better Customer

Experience

Higher

Productivity

Increased

Business Agility

Reduced

Cycle Time

Our Guiding Principles of Intelligent Automation


Key enablers of AQT

Owns automation strategy and enablementacross all service-lines

IP Development and implementation enablement for AQT Platforms

Alliances and Partnerships

COEs for Service Automation, RPA and AI

Process framework for AQT implementation

Automation use-cases for IT and BPO

Behavioral Change management

Training and certifications

Rewards and recognitions

Communication programs, Webinars

Automation Platforms and Tools for implementing automation across IT & Business

In-house IP and partner led solutions

15+ in-house platforms

Powered by RPA, Analytics and AI

Leveraging Open-source to keep cost of automation affordable

Centre for Automation Technologies

Automation Thinking

AQT Platforms


AQT PlatformsEnabling Intelligent Automation Continuum across Business and IT

Robotic

Process

Automation

Intelligent

Test

Automation

DevOps

Platform

Digital Insights

for SAP and

Oracle

AI Ops and

Single-pane-of-

glass view for Infra

& Apps

Cognitive

IT /NW

Operations

Business

Analytics

Platform for

AI Apps reuse and

Micro-services

Virtual Assistant

Platform

Partner

Ecosystem

In-house

Solutions

Use-cases Business Process Automation IT/NW Operations SW Delivery Automation Virtual Assistants AI Solutions


Award on ‘Excellence in Automation’ under

the STEM Corporate awards for Best System

Integrators category, from AICRA (All India

Council for Robotics & Automation)

This award for our differentiated approach to

democratize Automation (and Digital

skills) through AQT and programs like

BOTIFY and Automation Thinking, and the

achievements towards training, skilling and

behavior change in the organization to make

Automation a culture


Automation in IT Operations


Human Intervention for going through tickets/incidents to

categorize/schedule for resolution. This leads to higher cycle times

across the operations journey that affects customer satisfaction.

Labor Intensive

Operations are typically subject to a high level of incidents repetitions;

however resolutions may vary from case to case and many times SOP do

not carry enough/detailed information for straight application

for subsequent incidents.

Repetitive Events

Labor intensive nature of operations results in higher cost. Pressure to

continuously improve performance also results in human resource

issues.

High Cost of Operations

Due to the nature of repetition coupled with high volumes, business operations can lead to human error leading to increased resolution time

and customer dissatisfaction.

Prone to Human error

TACTiX in IT/NW Operations - Typical pain points addressed


TACTiX is our platform for Cognitive IT/NW operations leading to Zero-touch and Intelligent Operations based on data insights. Powered by RPA, Analytics, NLP and Machine learning techniques.

IT/ Business Operations automation powered by Advanced Analytics, NLP and Machine Learning techniques

Uses multiple knowledge sources and feedback mechanism to continuously evolve and improve ticket resolutions

Integrates with existing IT Operations, Automation systems to provide human-in-the-loop and autonomous operations solution.

Benefits

Improved Operations Metrics and KPI’s –MTTR, MTTI, RFT and Cycle Time

Effort reduction in basic analysis, classification activities, enabling support staff to focus on high value tasks

Reduces dependency on SME’s, improves knowledge retention and staff productivity

Continuous automation aligned with Lean principles

Features


TACTiX for IT and Network Operations Automation

Makes use of NLP and Machine learning techniques to analyze unstructured and structured data from a variety of sources and provide actionable intelligence to operations and support teams.

Provides mechanism to gradually enrich the support knowledgebase by consolidating information across multiple data sources and manual feedback loops, thereby improving ticket resolutions

Service automation using Orchestrators and RPA. 250+ pre-built workflows available for Infra/NW.

AI Chabot interface for Self-service scenarios

Integrates with existing IT Operations and Automation solutions as needed to provide end to end automation


Components

Automation Analyzer Ticketing Monitoring Dashboards

Smart Triaging SOP Advisor TAB - Prebuilt BOTs SLA Analytics

Knowledge BOTsVisualization,

Correlation & Analytics Self-Service BOTs Smart Insights

CSIP Manager

End-user Analytics

Service Automation


- Next Gen IT Operations Automation

ITSM SystemsTicket information, Historical ticket

information

SLA Analytics

CSIP Manager

KM Bots

Performance Dashboard

Smart Insights

Digital Operations Assistant

FixStream Meridian

Auto triaging and Recommendation

Service Bots

SOP Manager

Automation Engine

Rundeck, Scripts

Orchestrators

TAB - Bots

RPA, Ansible

Manual Closure

Support Desk, Email, Chat Operations EngineersOperations Manager

ITOM Systemse.g. Application, Infrastructure, Log Monitoring, Orchestration

systems

Knowledgebasee.g. SOP, KEDB, Documents

Powered by Robotics and AI


TACTiX for IT Automation

Ticket Classification &

SOP Recommendation

Deals with unstructured data for e.g. manually created incidents, service

requests and reduces the need for manual inspection to assign them to

support queues and finding appropriate SOP’s to deal with the ticket.

Smart Insights for

Operations Engineers

Consolidates relevant information from ITSM and Monitoring systems

and detects patterns and relationships between them to accelerate

diagnosis and resolution

Operations Analytics

Provides KPI reporting, analytics relevant for day to day operations

review, as well as for long term planning e.g. operations efficiency,

capacity utilization, process hotspots and anomalies

Service Desk

Operations

Infra/ Application

Support Engineers

Planners, Operation

Leads

Component Functionality Relevant for


Typical Use cases

1. Automating fulfillment of common IT service requests such as employee onboarding or user access provisioning

2. Automating “catch and dispatch”, ticket assignment, SOP recommendation and execution using appropriate mechanism(s)

3. Automate periodic activities such as housekeeping and reports such as SLA compliance, KPI performance reports

4. Enabling self service for standard queries, requests such as password resets, account unlocking using Virtual Agents

1. Automated ticket creation and (assisted) closure based on discrete events or patterns

2. Event Triage and remediation by relevant data consolidation, diagnosis and fixing of technical events from monitoring tools

3. Detect anomalies and co-relate metrics in multi-dimensional space to proactively detect potential issues

4. Automate periodic support activities such as system housekeeping and health check reports

1. Analyzing historical/ ongoing records to get insights regarding potential optimization candidates and operational risks

2. Operational dashboards – Contractual KPI’s, Compliance and Trend analysis

A. Service Desk Operations

B. Infra/ Application Support teams

C. Planners, Operations Leads


TechM Automation BOTS (TAB)

WINDOWS

• Server Management

• Server Access Management

• Printer management

• OU Management

• Computer Object Management

• Server Monitoring

• USB Enabling

• NTP Time Sync On DC

• Backup Windows Registry

• Add New File System

Directory & Messaging

• User Creation

• Enable User

• Disable Use

• User Management

• Enable User Bulk

• Disable User Bulk

• Group Management

• Share Folder Management

• Exchange DL Management

• Exchange Mail Box Management

MSSQL

• User Management

• Back Up Management

• Log Management

• Access Management

• Job Monitoring

ORACLE

• User Management

• Table Space Management

• Role Management

• Access Management

UNIX

• User Creation

• Password Reset

• Service Restart

• Processor Utilization

• Memory Utilization

• Disk Utilization

• File Access Permission

• Disk Partitioning

STORAGE - NAS• NAS – Filer management• Disk usage management

Web services • Admin activities

Network services • DNS management• DHCP Management

Virtualization• VM Creation• VM Modification• VM Deletion• Network Switch Creation


- Operational data (Alerts, Alarms, Events, Logs, tickets, Change records etc…) extracted to a Data Lake and analyzed for patterns and insights.

- Time series analysis, Anomaly detection, Machine learning using statistical algorithms – leading to faster RCA or Predictive analytics leading to improved MTTR and availability.

- Some examples like identifying the hosts on which a processor core exhibits an unusually high average CPU utilization, detecting the core with the high utilization.

Smart Insights from Operational Data


Example - Analyzing Web Application Logs

When users of a web application reports slowness in the application, it typically takes lot of time to analyze multiple log files. (application logs/ server logs etc.)

The application logs and the server logs can be supplied to Smart Insights for analyzing the data.

Smart Insights can provide a rapid analysis, which contains reports like – Identifying the hosts from which an unusual count

of error response codes of certain values are sent. – Detecting the logical site area to which the

response code applies– Country code of source generating the requests

that cause the responses


TACTiX Implementation Example

Largely unstructured data in the form of manually generated service requests


Process for TACTiX adoption

Discovery Implementation Rollout CSIP

• Analyze Historical Data (incidents and Service Requests – L1/L2)

• Understand underline patterns and insights

• Understand existing SOP’s and identify what can be automated.

• Prepare a plan for automation.

• Publish plan with analysis on Pain areas including recommendations of solutions.

• Capture As-Is ITSM process• Work with Account teams• Get required infra and

approvals• Infosec Approvals from

customer• Prepare learning model on

chosen LOB• Understand all required

Integration required • Bonding with existing ITSM,

ITOM and other systems.• Pilot Show-and-tell

• Design To-Be ITSM process

• Implementation for the selected LOB

• Rollout planning with small set of users.

• Communication and training on the new ITSM process.

• Release customized user manuals

• Monitor the progress• Improve failure cases

with new model or self learning process

• Identify new areas of improvement.

• Incremental learning• Identify New SOPS and

continue with more automation


Functionalities TACTiX component

Supervised learning model creation from past incidents of Service Requests data Expert Console

Automation of Catch and dispatch functions. Auto-categorization of Incidents and Service Requests into categories

Digital Operations Assistant

SOP recommendations based on the categorization. Digital Operations Assistant

Automation of all repetitive tasks. Achieved through Service Automation of SOPs using Scripts, Orchestrators or RPA. Prebuilt TAB work-flows can be used in case of IMS domain.

Scripts, RPA tools, SNOW Orch, Cortex,Automic, Rundeck, Ansible, Chef

Incremental learning of the model for augmenting or refining the auto-categorization scope or accuracy. Continuous Automation.

Expert Console

Performance Dashboards, SLA Analytics SLA Manager, Dashboards

Visualization, correlation and IT operations analytics. Ideal for IMS+AMS scenarios. Faster RCA, Faster Triaging. Predictive Analytics.

Meridian

Statistical models and correlations. Predictive Analytics and patterns from Incidents, SRs, Logs, Alerts, Events, Changes etc. to avoid incidents.

Smart Insights

AI powered Knowledge Management using Chatbots Entellio

Smart ticketing and Monitoring to support ITSM and service Assurance CUBES

Continuous Service Improvement management CSIP Manager

SOP Creation and Management SOP Manager


Key Benefits of TACTIX

Faster incident resolution, reducing MTTI

Improved MTTR

Reduced Cycle Time

Reduced Error rates

Incident reduction through Predictive Analytics

Better CX through faster handling of Service Requests

Continuous Automation platform


Use Case 1 – User Creation Using Chatbot +TACTiX

User interacted with

chatbot for “new user

creation”

AUTOMATION FRAMEWORK

Analyze and identifyResolves

Request Pull by TACTiX

1

3

4

52

ServiceNow Orchestrator

Use Case : User Creation in AD

Tools involved :

• Chatbot : Avaamo/Any Chatbot

• IT Service Management : ServiceNow/ Any ITSM

• Artificial Intelligence : TACTiX ( Based on AI TACTiX identifies the right solution (Bot’s) to create User)

• Orchestration : ServiceNow Orchestrator ( ServiceNow Orchestrator executes the Bot identified by TACTiX)

• Auto Classify and

Categorize the ticket

• Trigger the right TAB

User Creation

6

Close Ticket

Automation Framework

7

Raise Service

Request

ChatbotUpdate Ticket As

Resolved


Use Case 2 – Event/Incident Auto Heal Solution

Use Case : Auto Heal Solution

Tools involved :

• IT Service Management : ServiceNow

• Monitoring Tool: Nagios, HPBSM, HP NNMi, Spectrum (Irrespective of any monitoring tool captures the Event and forwards the event into ServiceNow ITSM)

• Artificial Intelligence : TACTiX (Based on AI, TACTiX identifies the right solution (Bot) to fix the application down issue).

• Orchestration : ServiceNow Orchestrator (ServiceNow Orchestrator executes the Bot identified by TACTiX).

Event Correlation, Suppression and Isolation

Monitoring Tool

Multiple

Events Multiple Events

After Co-relation

core event

Identified and incident raised

ServiceNow ITSM

Known Issue – ServiceNow Orchestrator run the Service

Operations on the impacted CI

Ticket Status

Update

Ticket Status Change

to Resolve/Closed

• Auto Classify and

Categorize the ticket

• Trigger the right TAB


User

Based on events ticket logged into HPSM

Capture Details into Ticket

Ticket assigned to respective Team

Update Ticket &

Close Ticket

AS - IS

Ticket in ICC queue by default

Owner resolves

ticketHPSM HPSM

ICC Queue

TO - BE

Ticket Status changed to

Success

User

Based on events ticket logged into HPSM

Capture Details into Ticket

Update Ticket &

Close Ticket

TACTiX Classify Tickets

Unclassified tickets

Monitored by ICC

ITSM Database

TACTiX Trigger Run Deck Scripts

Run Deck Scripts apply

solution

L2 Support Staff

L2 Support Staff

L2 Support Staff HPSM

HPSM

SAP Support and issue resolution for Global CPG major


Expected Benefits:1. 2-3 FTE Savings 2. Average Handling Time Reduction

Service Desk Support/Self

User

Receive Customer

& Create Ticket

Capture Details into

Ticket


Update Ticket &

Close TicketClose Call

Service Desk Support

AS - IS

Ticket in MQM queue

by default

Owner resolves

ticketITSM ITSM

MQM Queue

TO - BE

Ticket back to ITSM after

resolution

Service Desk Support/Self

User

Receive Customer

Create Tickets

Update Ticket &

Close Ticket

Close Call

Service Desk Support

TACTiX Classify Tickets

Unclassified tickets

Monitored by MQM

ITSM


Owner resolves

ticket ITSM

TACTiX in Danish based IT Service Company


Solution

• Implemented TACTiX for automation of incident management to address the service center inefficiencies

• TACTiX provided automated incident categorization, SOP recommendation and triggering appropriate automated resolution scripts

• Solution was deployed and integrated into the customer’s existing ecosystem for ticket handling

• Self-learning & Self-healing nature of the solution enables continuous automated resolution for similar or future incidents

Challenges

• The customer’s service operations center had to deal with high ticket volumes and required significant manual intervention for ticket analysis and resolution

• Needed to integrate the existing operations tools landscape without causing disturbance to regular BAU activities

Automated Incidence Management System for a large telecom service provider in the UK

40% higher utilization of existing resources

Value DeliveredThe CustomerA multinational telecommunications services company in the UK, providing mobile and fixed communication, broadband, DTH, MVNO services among others to retail and enterprise consumers 40% lower

operations cost

80% reduction in mean

time to repair

80% incidents resolved

with least time

TACTiX Case Study


Solution

• SOPs created (Standard

Operating Procedure) for

identified use case where

Automation was possible

• TACTiX (Tech Mahindra

Actionable Intelligence Expert)

intelligently classified tickets

based on Configured Learning

• Custom Adapters are built to

trigger Automation based on

classification of ticket

• Orchestrators & RPA tools were

integrated with TACTiX to

remediate incidents

Challenges

• Reduce the manual efforts of

doing the task

• Incorrect Classification and

Categorization

• Providing User Access

manually

Production Application Support for an oil and gas subsidiary of an American multinational conglomerate

Auto Ticket Classification & Resolution via TACTiX

Value Delivered

~20% reduction in tickets

~15% efforts saved

RPA solution for

provisioning User Access via Ui Path

The CustomerThe Customer is an American multinational conglomerate incorporated in New York and is ranked among the fortune 500. They have their operations in Aviation, Digital, Energy Connections, Healthcare, Oil and Gas, Transportation among many others.

TACTiX Case Study


Solution

• TACTiX integrated with existing ITSM system to monitor(L1) the xLink adaptor’s error and classify them into most appropriate category of problem, so that it can be assigned to correct support(L2) team to resolve the issue

• Support engineer uses TACTiX Operations Assistant console to see the recommendations and resolution steps, end execute TACTiX recommended script/workflow to resolve the incident.

• TACTiX integrated with Automation scripts to auto-remediate incidents where pre-defined solutions exist

Challenges

• Support teams had to put in significant manual efforts to handle typical issues such as system generated X-Link adaptor alerts

• Significant dependency on senior SME’s for issue diagnosis as these systems had been operational for more than a decade

SAP Application Support Operations for Global Food and Beverage company

Value Delivered

34% reduction in manual efforts

12% increase in

Right First Time

The CustomerCustomer is a global food and beverage company having presence in more than 180 countries across the world.

50% reduction in staff onboarding times

TACTiX Case Study

28Copyright © 2016 Tech Mahindra. All rights reserved.

More Than 70 Hours of Efforts Saved Through Automation of Shift

Handover Process For a Leading Airlines Company in Australia

The Customer

Customer is Australia's second-largest airlines. It has grown rapidly serving 29 cities in Australia from hubs in Brisbane, Melbourne and Sydney,

using a fleet of Narrow-body Jets of Boeing and Embraer; Wide-body Jets of Airbus and Boeing

Seamless handover of the Shift Reports

Value Delivered: Challenges

The customer had an objective of moving towards

Automation driven infrastructure to improve their

effort utilization and reduce the overall time spent on

repeated tasks.

The customer had the following major challenges:

• Significant efforts and time spent in resolving and

closing the tickets

• Effort and Time spent in creating the Shift

Handover Report that is passed on to the team

taking over in the next shift.

Solution:

Automated the tasks and procedures using ServiceNow Orchestration with integrated Scripting.

• Significant Time and Effort optimization from 45 minutes to 5 minute.

• Efficient use of resource's time and efforts and reskilling them for other activities. This improved the productivity

of the technical support team.

More than 70 hours of effort and time savings per

month through the automation of the Shift Handover

process

Efficient use of resource's time and efforts and reskilling

them for other activities. This improved the productivity

of the technical support team

Successful automation rollout and effective usage of

automated process.

29Copyright © 2015 Tech Mahindra. All rights reserved.

Multiple Hours of Efforts Saved Due to Automation for a Swedish Multinational

Automobile Manufacturing Company

The Customer

Customer is a Swedish multinational manufacturing company headquartered in Gothenburg with its core activity involving production, distribution

and sale of trucks, buses and construction equipment

72+ Hours of effort saved due to execution of processes in

scheduled manner

Value Delivered:

Scripts were scheduled to execute periodically with no manual

intervention along with mailing part with reduced effort on

manual operations

Process 1 replaced ICINGA(tool) with the process developed

in PowerShell script leading to considerable amount of manual

effort savings

Solution:

• Automation of processes helped customer to improve efficiency in daily operations and saved reasonable amount of

effort from current operational efforts

• Automation achieved via PowerShell scripting

• One of the automated process has eliminated usage of one of reporting tool from infra with value added features

incorporated with script execution and report generation

Processes automated are:

• TSM Backup Failure reports & Mailing

• TSM Occupancy Reports

• VMware - Residue Folder Deletion

Business Scenario

The customer had an objective to understand the

scope & what benefits TechM can bring in through

automation and to begin investigating the feasibility

of automating IT service tasks, with the supposition

that automated IT tasks that would lead to increased

customer satisfaction via higher quality and faster

deployments of services.

Major focus points were:

• Implementation of process into customer

engagement

• Effort reduction & savings

• Performance and productivity improvement


Disclaimer

Tech Mahindra Limited, herein referred to as TechM provide a wide array of presentations and reports, with the contributions of various professionals. These presentations and

reports are for informational purposes and private circulation only and do not constitute an offer to buy or sell any securities mentioned therein. They do not purport to be a

complete description of the markets conditions or developments referred to in the material. While utmost care has been taken in preparing the above, we claim no

responsibility for their accuracy. We shall not be liable for any direct or indirect losses arising from the use thereof and the viewers are requested to use the information

contained herein at their own risk. These presentations and reports should not be reproduced, re-circulated, published in any media, website or otherwise, in any form or

manner, in part or as a whole, without the express consent in writing of TechM or its subsidiaries. Any unauthorized use, disclosure or public dissemination of information

contained herein is prohibited. Unless specifically noted, TechM is not responsible for the content of these presentations and/or the opinions of the presenters. Individual

situations and local practices and standards may vary, so viewers and others utilizing information contained within a presentation are free to adopt differing standards and

approaches as they see fit. You may not repackage or sell the presentation. Products and names mentioned in materials or presentations are the property of their respective

owners and the mention of them does not constitute an endorsement by TechM. Information contained in a presentation hosted or promoted by TechM is provided “as is”

without warranty of any kind, either expressed or implied, including any warranty of merchantability or fitness for a particular purpose. TechM assumes no liability or

responsibility for the contents of a presentation or the opinions expressed by the presenters. All expressions of opinion are subject to change without notice.

Thank you

To know more, www.techmahindra.com

Cognitive IT/NW Operations · 2018-08-31 · Automating “catch and dispatch”, ticket...

Documents

Transcript of Cognitive IT/NW Operations · 2018-08-31 · Automating “catch and dispatch”, ticket...