IT BizOps

Conversational customer service and experience augment user experience

Enterprises once relied on traditional channels like e-mails, the web, and SMS messages to facilitate the digital experience. But these siloed channels forced customers to complete their interactions within a single channel. The need for collaboration led to new communication channels like Microsoft Teams and WhatsApp Business, which removed the silos and created a consistent omnichannel experience.

Enterprises quickly enhance user experience with micro-feedback and nudges

Managing customer feedback and preferences via digital experience management fosters customer satisfaction and new business opportunities. The customer experience center has become a customer engagement center with proactive nudges, which combines the customer's data elements, past interactions, and current preferences.

More immersive experiences for field service operations

Technologies such as IoT, AR, and VR have become game changers for field service operations. VR solutions efficiently train engineers and AR solutions provide right information to them during field visits, making it easier to fix issues and avoiding multiple visits. AR solutions also ensure that precious knowledge is kept in-house while making new engineers more productive in the shortest duration.

Enterprises increasingly use process mining solutions to fix upstream root causes to prevent downstream issues

Most enterprise resource planning solutions focus on seamless processes within the boundaries of the organization/functions. However, the fallouts at the boundaries lead to massive inefficiencies.

Industry data exchanges and vertical/enterprise outcome-based platforms gain prominence

More enterprises now prefer stack-based solutions to 10]'address industry problems. Delivered as a managed service, businesses utilize a domain with digital LEGO blocks and an operations approach.

Cognitive, extreme automation, and digital worker management with a focus on risk and compliance

Enterprises rapidly move beyond rule-based automation and adopt AI/ML-based automation and manage an extended bot landscape. Businesses now focus on AI/ML-enabled monitoring and the prevention and control of risk and compliance.

Shift to a sentient digital workforce from simple runbook automation

Organizations now realize that digital workforce performs cognitive functions that help them move toward self-learning autonomous systems. A repository of bots accelerates this adoption, led by varied inbuilt functions — from sensing an anomaly to resolving the failure and learning from the episode to improve the prediction.

Ticket triaging, solution prediction, and auto resolution become eminent

A critical task in IT operations is to service tickets that either report failures or user requests. However, improper routing and wrong categorization of tickets are typical challenges, resulting in delayed mean time to resolve (MTTR). Previously, deterministic automation routed the tickets to the correct assignee based on defined rules.

Rapid advancements in computer vision and AI ease field service operations

Rapid advancements in AI and its applications in fields like computer vision through object detection, image classification, speech processing like voice to text, sentiment detection, and autonomous driving create intelligent robots that automate and simplify several tedious tasks in field service operations.

Shift of innovation centers and rapid innovation delivery

With a fast-evolving ecosystem and advancements from crowdsourcing, businesses inevitably embrace innovations beyond enterprise walls. Enterprise-specific technology or business CoE are still prevalent. However, a paradigm shift is happening to cocreate the value with nonenterprise entities.

BizDevSecOps to drive agility in business operations

The traditional touchpoints between business requirements and IT application delivery are changing. While embracing agility, enterprises also adopt DevSecOps and MLOps practices to deliver continuous app, ML model changes and ensure security compliance.

Increased adoption of AIOps-driven site reliability engineering and edge resiliency

A well-tested disaster recovery backup for data and applications is crucial for organizations. Many industry verticals shift from on-premises to a collaborative strategy using a hybrid cloud on the hosting side. Several organizations have increased their reliability on cloud-native applications and adopt a multicloud strategy.

Performance management to become integrated and ecosystem-driven

Application performance management providers helped enterprises monitor end-to-end applications across IT asset layers by assessing infrastructure availability, service responses and synthetic transaction monitoring. Now, their focus has shifted to monitoring end-to-end live enterprise business services management by constantly probing the enterprise for friction and taking intelligent actions.

SRE-driven, multicloud management to achieve operational efficiency and better service availability

We see a paradigm shift in managing cloud operations as SRE-driven management offers more efficiency, productivity, better customer experience, and improved availability.

Cloud-native technologies adoption to build platforms for accelerated innovation and speed to market

Enterprises adopt container platforms to develop next-generation business applications. Containers decouple underlying operating systems and infrastructure and enable developers to build applications on any platform.

Business outcomes become the new measure of service management

Organizations increasingly shift from IT SLAs to business KPIs. Most organizations face the watermelon effect, where their IT metrics appear green (positive) from outside, but the business is red (negative) inside due to unsatisfied end customers. Here, tools like HP BSM software can help define, monitor, and manage business SLAs.

Upgrade from IT service management to enterprise service management

Enterprises benefit from processes like ITIL that take a service-centric approach to IT functions, ensuring all lifecycle aspects are addressed systematically. Service management tools like ServiceNow and Remedy currently support corporate functions such as HR, finance, and facilities and support complex processes like supply chain, logistics, and others beyond enterprise boundaries.