How incident response and problem resolution are becoming increasingly complex in Modern Hybrid IT environments

The digital enterprises of today

In the new digital world, IT enterprises are becoming increasingly hybrid. While the flexibility offers many benefits, the increased complexity creates security gaps, added risk, and a host of other management issues. Hence, enterprises need strategies that enable traditional IT to seamlessly monitor and manage the applications and other IT services located on-premise, in the cloud and at the edge.

Challenges faced in Incident Management

When there is an unplanned interruption to an IT service or reduction in the quality of an IT service, monitoring tools raises a ticket or notify the operations team through other means such as email, SMS etc. This is typically referred as an incident and requires some action to taken by the team/ processes to rectify the observed situation.

Managing such incident through its lifecycle involves multiple steps and is one of the big cost factor for most of the IT operation teams. If the incident involves service outage it leads to loss of revenue and bad customer experience. This is why there is a growing interest among digital enterprise to accelerate/automate incident management and if possible completely eliminate incident occurrence. We will discuss the key challenges faced by enterprises in handling the incidents and how CloudFabrix AIOps solution can help reduce/eliminate these challenges

Lack of Contextual Data

When something goes wrong, context is the guide with regards to the investigation. Unfortunately, in most cases, the incident information it offers is sparse — at best it may have details like time of occurrence, device IP/name with a short description of the problem which is more often a symptom than the cause. It doesn’t provide details like location of the device, the owner/SME of the device, the impact etc. Manual input/tagging/extraction of the data by checking with several other systems or through multiple handoffs needs to be done to get these details.

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Originally Published by CloudFabrix Software Inc