Name: Can AIOps Cure Your Service Desk Problems?
Start: 2020-01-14T18:00:00Z
End: 2020-01-14T18:33:00.000Z
Location: BrightTALK
Rating: 5

BigPanda helps IT Ops, NOC & DevOps teams who want to detect, investigate and resolve IT incidents faster and more easily than ever before, on their journey to Autonomous Operations. BigPanda helps our customers deliver extraordinary digital experiences by turning IT noise into insights, automating incident management, and unifying fragmented IT operations. BigPanda helps manage the sea of logs and events coming from dozens of applications, systems and networks with the most easily-deployed and easiest-to-use event correlation platform, powered by AIOps and Open Box Machine Learning.

Customers like Turner Broadcasting and Workday rely on BigPanda to reduce their operating costs, improve service availability and performance, and de-risk their digital transformation initiatives. Founded in 2012, BigPanda is backed by top-tier investors including Sequoia Capital, Insight Partners, Mayfield, and Battery Ventures. Visit www.bigpanda.io for more information

A well-run incident may still be viewed poorly if incident communications miss the mark! All too often, technical problem solving is narrowly focused on finding root cause or staying so focused on the resolution that communications appear to be a distraction. While resolution is the holy grail of incident response, the benefit of placing a high priority on communications cannot be overstated. 

Hosted by BigPanda VP of Sales Engineering, Iain Armstrong, Blackrock3 Partners’ Rob Schnepp will share their incident communications methodology, and why the job function of Liaison Officer is so crucial. 

Key learnings from this session will include:
●Why incident communications are so important
●The role of Liaison Officer
●CAN reports
●Tips and tactics of Incident communications

Incident communications and your customers, executives and internal stakeholders

Observability solutions help IT Ops maintain service reliability and availability by identifying what’s slow, what’s broken and what needs to be done to improve performance.

However, in today’s enterprise where many departments operate independently of one another,  monitoring metrics aren’t always enough and the process of correlating seemingly unrelated incidents can be painful and manual.

That’s why anomaly detection is critical: understanding when a metric is behaving differently than it has in the past and trends that would always have been identified with threshold-based alerting.

Join Scott Stradley and me as we take a closer look at anomaly detection, and why without it, observability can’t tell the full story.

Viewers will learn:

How anomaly detection differs from observability
How vendors are leveraging machine learning to provide anomaly detection
Why the combination of both solutions can vastly reduce service downtime

Observability + anomaly detection - why one can't live without the other

IT Operations teams were already under enormous pressure to ensure service reliability. Increasingly complex, noisy, and constantly changing IT environments made life even more challenging.
Then came COVID-19.
IDG conducted a survey of IT professionals examining how IT Ops teams have been impacted as the demand for digital services has skyrocketed since the start of the pandemic. During this webinar will present the survey findings as well as look at how IT Ops teams are planning for 2021 with a remote workforce model that is here to stay for the foreseeable future.

Did things get tougher for IT operations in the last 6 months?

The need for speed drives enterprises to adopt clouds, containers, micro-services and continuous delivery. The rise of DevOps has created a culture of optionality within organizations. With speed and optionality comes tremendous operational challenges. IT Ops, Site Reliability, DevOps teams have to deal with overwhelming alert volumes, continuous production changes, and dynamic service topologies.

The result? Frequent, long and painful outages impacting users and customers.

In this session, you will hear from Expedia, the World’s Travel Platform, on how they modernized Operations on one of the world's fastest-moving IT stacks, and why they chose the BigPanda AIOps platform to help them with their mission.

How Expedia modernized operations on one of the world's fastest-moving IT stacks

IT ops pros, like most everyone else, quickly adapted to working from home at the start of the pandemic. But some adjustments were made with the expectation of working from home for a matter of weeks. With timing around a return to the office uncertain, teams are thinking through new demands and the kinds of tools and features that ensure they can support app performance, when app performance is more important than ever before.
 
In this webinar, we talk about:

-The impact – both good and bad -- that the coronavirus has had on most everyone who has moved from the office to a work from home

-Emerging pressures particular to IT ops organizations

-Recommendations including automation, ML technologies and experimentation that help meet these challenges, and can even lead to improvements

It’s Official: IT Ops from home isn’t a temporary condition

On a daily basis, IT Ops teams deal with unresponsive applications, service outages and worse. The difference between chaotic and well-run incident management requires clarity in three areas:
1.How efficiently the Level 1 team can assess the impact and determine the root cause
2.How rapidly they can engage with the right team to address the issue
3.How effectively IT Ops communications with their business partners and/or customers while service is being restored

Sid Roy, VP of Client Services at Scicom, and Anirban Chatterjee, BigPanda Director of Product Marketing, will examine how to define incident/operational roles and clearly communicate processes well before such an event, resulting in a well-coordinated team to restore service as quickly as possible.

Key learnings from this session will include:
●Designing the proper incident management workflow for minor and major incidents
●Identifying the right set of observability and collaboration to support the incident management lifecycle
●Understanding the role automation can play in reducing manual, error-prone steps that increase risk and tie up resources

Incident Management: When duct tape and band-aids will no longer help

The Subject Matter Experts dispatched to your incident can make or break the resolution. In addition to strong technical expertise, a good SME also arrives with a positive, ‘can do’ attitude and understands the importance of the team and the bigger picture impact of the technical problem at hand. 

Hosted by BigPanda VP of Sales Engineering, Iain Armstrong, join us as we discuss the benefits and challenges of integrating the work and brain power of technical talent into internal and external communications, problem solving and incident command.

Key learnings from this session will include:

●What is a SME, really?
●SME behavior – savior or teammate.
●Technical problem, business problem, or both?
●Incident response is a “right now” business

Who's who in IT Incident Management: Subject Matter Experts

The Incident Commander

The title of “Incident Commander” means different things to different people. 

In the second installment of this four-part series on Who’s who in IT Incident management, Rob Schnepp, former Incident Commander from the United States Fire Service and Paul Jacques, Incident Commander for Dell, will examine what it takes to be an effective Incident Commander.

Hosted by BigPanda VP of Sales Engineering, Iain Armstrong, we discuss the need for calm, directed, and cooperative discussions, and how to interact with the various stakeholders involved in the incident management life cycle, including the Liaison Officer, Scribe, subject matter experts, customers, executives, and internal stakeholders.

Key learnings from this session will include:

The many hats of an IT Incident Commander
Owning the position in your own head
Leaving the fear of failure behind
Lessons learned at the school of hard knocks!

Who's who in IT Incident Management: The Incident Commander

IT Ops teams are more like data scientists today. They spend an inordinate amount of time sifting through events and creating manual processes to mash up dozens (if not more) types of data to create a big picture view of what’s happening across their IT environment. 

What’s changed in the last five years? In this session, BigPanda Field CTO Jason will explain what’s possible when you can create a big picture by enriching incidents with contextual information and unifying analytics.

IT Ops Demystified: Event Chaos or Enrichment?

While the Incident Commander is most often talked about, when it comes to incident management, there are several other key roles to build processes around: the Liaison Officer, SMEs, customers, executives, and internal stakeholders. Find out what each role needs and what they contribute in this four-part series of webinars.

An overview of roles in incident management - June 4th, 2020

In the first webinar of the series, Blackrock 3 academy leader, Ron Schepp, will explain why time is the only non-renewable resource of incident response. The only thing responders can do is manage it as efficiently as possible. 

As the incident clock keeps ticking, money may be lost, a company’s reputation takes a hit, and the trust you spent time to build is eroding with each passing second. 

Taking the command staff approach to incident response is a force multiplier of skills, and a way for a response team to manage the chaos as fast as it’s occurring. Find out what it takes to manage the three critical swim lanes of incident management: Command, Communications and Problem-solving.

An Overview of Roles in Incident Management

IT Ops and DevOps organizations constantly record hundreds of thousands of metrics and events at every layer of their applications, environments and deployment pipeline. The question is “what do they learn from that data?” And “what will they do differently with the knowledge?” And of course, “who else has access to the information to take action?” 

In this session, BigPanda Field CTOs Jason Walker and Scott Stradley will talk about monitoring challenges and how to build the right monitoring strategy, tools and processes to collect alerts and turn them into meaningful insights and actions.

IT Ops Demystified: Can Observability Improve IT Ops?

Imagine two IT Ops teams. 

One lives in constant fear that somewhere, someone will change something seemingly benign and trigger the dreaded P1 incident. They spend entirely too many hours of their lives on calls between 15 different teams trying to figure it out what caused the outage, while the clock ticks, MTTR rates skyrocket and customer satisfaction plummets.

The other decided to take a phased approach to IT Ops modernization. As the business adopted new technologies, so did they. Consolidation of data across all monitoring tools. Artificial Intelligence (AI) / Machine Learning (ML) to automatically reduce the noise and identify root cause in real-time. And automation of key incident management workflows. Improved NOC productivity, increased L1 resolution rates, prevented P3s and P2s from becoming P0s and P1s, reduced ticket volume, reduced MTTD, MTTA and MTTR, and most importantly, made customers happier.  

If one of these teams sounds familiar, join Nancy Gohring, Principal Analyst at 451 Research, and Mohan Kompella, VP of Product Marketing at BigPanda on Wednesday, April 8 at 10am PDT for a 45-minute live webinar. They will share:

 - How the cloud and hybrid IT are turning up the heat on the first IT Ops team
- Why AI and ML can help them shortcut the path to "what’s down? what happened? what changed?" 
- Why automated IT Operations is within your reach this year...as long as you do three things

A Tale of Two ITOps Teams

If you read tech news or listen to noisy vendors, you could believe that AIOps is now mainstream and wonder how you fell so woefully behind or what you are missing out on.

Rest assured. You are not alone. Despite all the hype and punditry from the chattering classes around AIOps, most enterprises are just getting started — or haven’t started at all. The AIOps train is just picking up steam, and you can still get on.

As you think about your journey to autonomous IT operations, don't miss this webinar with Charlie Aruajo, Principal Analyst with industry analyst firm, Intellyx. Charlie will help break down the mystery of AIOps with some basic questions:
- AIOps - what's your "why?"
- How can AIOps transform your IT Ops data into insights?
- What value can you expect from IT Ops improvements enabled by AIOps?

Join Charlie as he draws on 20+ years of experience leading successful transformational programs for F1000 companies. Use what he knows to get on the right track with AIOps and learn how BigPanda has helped customers chart a pragmatic course to autonomous IT operations, adopting AIOps at their own pace.

No...the AIOps train hasn't left the station

If you’re part of a NOC or an IT Ops team, or if you manage one, you know that overwhelming IT noise is your #1 enemy. 

It floods your teams with false-positives, it buries critical root-cause events and it makes it hard to proactively detect expensive P1 and P0 outages. 

But can AIOps tools be the answer?

Join us for a 30-minute webinar to learn if AIOps (IT Ops tools powered by AI and ML) can help you:

•Eliminate - not just reduce - IT noise
•Create correlated incidents that point to the probable root cause
•Help you catch P2s and P3s before they become customer-impacting P1 and P0 outages.

Can AIOps Really Reduce IT Noise?

Migrating to Amazon Web Services (AWS) and modernizing your applications is a no-brainer for enterprises today.

But this can create major problems for your IT Ops, NOC & DevOps teams who’ll now have to:

- Sift through the tsunami of alerts generated by all of your silo-ed monitoring tools
- Detect, investigate and resolve your incidents in real-time, and
- Satisfy your demanding users and customers 24x7x365

Where can AIOps help, and what can IT Ops, NOC and DevOps teams do?

Join this Webinar to hear Kelly Looney, Global DevOps Lead at AWS and Elik Eizenberg, Co-Founder and CTO at BigPanda discuss the challenges IT Ops teams face as their organizations embrace the cloud, the impact on users and customers, and why AIOps tools like BigPanda can be the solution.

AIOps:What IT Ops, NOC & DevOps Teams Need to Successfully Support AWS Migration

Legacy root cause analysis (RCA) techniques based on CMDBs and topology maps are failing IT Ops, NOC and DevOps teams. 

 

CMDBs and topology maps are out-of-date and struggling to be relevant because IT today is fast-moving and application and service architectures are increasingly ephemeral.      

 

What’s the impact? Incidents and outages that are 

* more frequent, 

* more prolonged, and 

* more painful for customers and users. 

 

What should enterprises do? Join Nancy Gohring, Senior Analyst at 451 Research, and Elik Eizenberg, CTO and Co-Founder at BigPanda as they discuss why fast-moving IT changes the game for IT Ops, why legacy approaches to root cause analysis are no longer working and what can help enterprises solve this critical problem.

Do legacy root cause analysis techniques still work for modern, fast-moving IT?

As AI-enabled tools continue to make a mark on IT operations, the face of proactive problem and incident management in the enterprise is starting to change.

From making IT staff roles’ easier to encouraging self-service, there is a broad range of AI-powered solutions on offer. Join leading ITSM experts as they debate the complexities, functionalities, benefits and considerations of next-generation cloud and hybrid problem and incident management tools.

Moderator: Elisabeth Thomas, Launch Product Marketing
Panellists: Christoph Goldenstern - VP, Kepner Tregoe; Mohan Kompella - VP, BigPanda and Beverly Weed-Shertzer - ITSM Author

[Panel] The New Era of Proactive Problem & Incident Management in the Enterprise

If you use ServiceNow, JIRA or another service desk system, your helpdesk and ITSM teams have probably run into some of these issues:
 
A single outage or disruption creating hundreds of tickets
Critical contextual information missing from these tickets
Duplicate and wasted efforts because your service desk and your monitoring tools are not connected through a bi-directional integration
 
What's the cure? AIOps. 
 
When you adopt AIOps with BigPanda, in about 8-12 weeks, you can reduce your ticket volume by up to 99%, use information from your CMDB, inventory databases, spreadsheets and excel files to add critical context to your tickets, and unify workflows between your IT Ops, helpdesk and ITSM teams.

Can AIOps Cure Your Service Desk Problems?

AIOps

IT Operations

ITSM

ServiceNow

Help Desk

Integration

Service Desk

Machine Learning

Artificial Intelligence

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

The data center management community focuses on the holistic management and optimization of the data center. From technologies such as virtualization and cloud computing to data center design, colocation, energy efficiency and monitoring, the BrightTALK data center management community provides the most up-to-date and engaging content from industry experts to better your infrastructure and operations. Engage with a community of your peers and industry experts by asking questions, rating presentations and participating in polls during webinars, all while you gain insight that will help you transform your infrastructure into a next generation data center.

Data Center Management

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

Practicing business intelligence allows your company to transform raw data into sets of insights for targeted business growth. The business intelligence and analytics community on BrightTALK is made up of thousands of data scientists, database administrators, business analysts and other data professionals. Find relevant webinars and videos on business analytics, business intelligence, data analysis and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Business Intelligence and Analytics

Join thousands of engaged IT professionals in the application management community on BrightTALK. Interact with your peers in relevant webinars and videos on the latest trends and best practices for application lifecycle management, application performance management and application development.

Application Management

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Can AIOps Cure Your Service Desk Problems?

Presented by

About this talk

More from this channel