Observability and IT optimisation – the catalyst for improving CX and DX  


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Observability and IT optimisation – the catalyst for improving CX and DX

The IT infrastructure of a typical organisation has become much more critical and much more complex in the digital world. Flexibility, agility, scalability, and speed are the watchwords of the digital business. To meet these requirements, it’s highly likely that a company must use a multi-IT environment, leveraging a mixture of on-premises, colocation, managed services and Cloud infrastructure.

However, with this exciting new world of digital possibilities comes a whole new level of complexity, which needs to be properly managed. If an application is underperforming, just how easily can the underlying infrastructure problem be identified and resolved? Is the problem in-house or with one of the third-party infrastructure or service providers? Is the problem to do with the storage? Or, maybe, the network? Does the application need to be moved?

Right now, obtaining the answer to these and many other performance-related questions relies on a host of monitoring tools. Many of these can highlight performance issues, but not all of them can isolate the cause(s), and few, if any, of them can provide fast, reliable and consistent application performance problem resolution – let alone predict future problems and/or recommend infrastructure improvements designed to enhance application performance.

AIOps has emerged as a major new discipline that offers the promise of bringing together all aspects of an organisation’s IT infrastructure – the DevOps, the storage, the network, the compute, the service management and the application – to help ensure an optimised customer experience (CX) and wider digital experience (DX). The customers in question being both employees and external consumers.

Yes, the lines between AIOps and various other Ops disciplines are necessarily blurred, and, yes, there’s an increasing focus on Observability across the enterprise, but there’s little doubt that AIOps is the glue that not just holds together organisation-wide IT optimisation, but also drives the CX/DX focus.

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