ITSM in the context of hybrid cloud support: How can AI improve, accelerate, and automate incident handling?
Cloud-first strategies are becoming more and more prevalent resulting in companies rapidly changing business demands and minimizing capital investment. In this context, the adoption of cloud services, i.e. SaaS, PaaS and IaaS, is a favored approach to cost reduction and cost optimization for many companies.
The shift of services to the cloud leads to a complexity of the IT infrastructure environment. The resulting hybrid cloud environment can significantly complicate the end-to-end visibility. According to this Gartner®-report, cloud initiatives can lead to environment complexity and reduced system visibility, disrupting business and resulting in longer incident recovery times
Especially when moving to the cloud, customer expectations should be met and methods should be used to:
- Map dependencies
- Establish shared telemetry
- Conduct incident prevention
- Use AI to improve data ingestion and event correlation capabilities
This Gartner® report "Leverage AIOps and Adapt ITSM Practices to Optimize Hybrid Cloud Support " provides valuable recommendations for IT leaders who want to improve their change and incident management in a complex hybrid cloud infrastructure and learn more about using AI/ML capabilities to do so.
