AIOps expands automation, enhancing the service desk experience with increased efficiency, response, reliability, and performance
Cherwell Software, a global leader in delivering service experiences through integrated, adaptable technology that makes work flow, announced the addition of AIOps to its product suite, enabling agile and autonomous IT operation processes, further enhancing service management, monitoring, and automation across the enterprise. The new AIOps capabilities perform deep discovery of hybrid IT environments, dependency mapping between applications and underlying infrastructure, advanced event correlation, and predictive analytics. The resulting insights can trigger intelligent automations to effectively prevent outages, improve performance, and ease the burden of managing increasingly complex infrastructure.
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“This past year has challenged companies to rethink their IT operations from both internal and external perspectives. Automation is no longer a futuristic option for the workplace, but now, a reality that also impacts the customer experience,” said Sam Gilliland, Chief Executive Officer at Cherwell Software. “We are thrilled to further expand our product suite with AIOps, and remain committed to helping enterprises drive effective digital transformation initiatives and optimize their workflows to provide a seamless, positive customer experience.”
The accelerated adoption of digital transformation across the enterprise has increased the use case for AI in IT operations. Multi-cloud environments and the growing number of datasets generated by IT systems, networks, and applications have grown in complexity. There are not enough human resources to analyze, interpret, and apply solutions manually and still drive a seamless customer experience. Gartner predicts through 2022, 80% of organizations adopting cloud services without using a performance-focused approach for dependency mapping will experience a decrease in service quality levels. To date, enterprise operations remain slow to adopt AIOps, resulting in additional technology tools and solutions to be acquired – further elongating the problem by compounding inefficient processes and increasing operational IT costs.
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Cherwell’s AIOps solution includes Discovery and Dependency Mapping (DDM), event correlation and noise reduction, predictive analytics, and anomaly detection. Customers implementing AIOps will experience the following benefits:
- Increased Pathway to Digital Maturity:Â Automated and operationalized facets of IT operations will help drive strong business outcomes by improving the performance, reliability, and resilience of critical services, across the enterprise.
- Streamlined Operations and Efficiency:Â Topology maps and comprehensive visualizations provide full-stack visibility into applications, infrastructure, and how they are connected to one another, enabling IT teams to quickly isolate the root cause of problems, accelerate incident response, save time spent on operations, and improve service quality for customers and employees.
- Anomalies, Incident Prediction, and Events: With Cherwell AIOps and Cherwell Service Management, IT teams can rely on AIOps to see when anomalies and events have been detected, and then leverage CSM to follow up with a ticket. Customers will have the opportunity to build automated Cherwell workflows that self-heal and further reduce resource allocation spent on incidents – contributing to a more proactive service desk and effective ITOps team.
With the addition of AIOps, Cherwell will strengthen its competitive foothold in the AITSM category, simplify implementation processes, and help drive ongoing value for future and current customers by facilitating their digital transformation journeys.
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