FINAL WORD
“
THE NEXT STEP IS USING
AI SO WE CAN NOT ONLY DIAGNOSE
AND FIX PROBLEMS FASTER AND
MORE EASILY, BUT ALSO SEE INTO
THE FUTURE.
While the technology behind this
advanced service, which allows us to
ingest data from any management
source, is unique, the real magic comes
when we add our people and processes.
The result is a managed service that
means less downtime, reduced costs
associated with fault management, rapid
incident diagnosis and speedy resolution.
This new capability builds on our
Dynamic Network Services programme,
which is designed to give customers
more choice, security, resilience,
service and agility in the roll-out of
future networks that support Digital
Transformation. It’s one of the key
tools available to our experts in the BT
service Centre of Excellence to support
customers’ adoption of SD-WAN and
network functions virtualisation (NFV).
2. Why do organisations need such
advanced solutions?
Businesses are more connected than
ever. Data volumes are mushrooming.
Everyone has mobile devices and IoT
is everywhere. The agility benefits of
Digital Transformation are huge. But
the shift of applications and services
to the cloud and the evolution of new
software defined networks to support
this mean that many firms are running
hybrid infrastructures that are becoming
increasingly complex. When something
goes wrong, it’s difficult to know where
to start.
For example, typical business
transactions may use an average of 80
different types of technology. Starting
with a mobile device in an employee’s
hand, a transaction may be processed
by an app, and traverse through Wi-Fi,
firewalls, a wide area network (WAN),
software defined WAN (SD-WAN), cloud,
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INTELLIGENTCIO
applications and users affected because
it’s context aware
• Application performance SLAs, not
component SLAs because it’s business
outcome-driven
• Easier diagnosis of intermittent and
‘slow’ issues, meaning that your key pain
points get addressed.
3. How does Service Intelligence work?
Service Intelligence is based on open
source software and BT’s Cloud
Compute Infrastructure, along with
Big Data and Machine Learning
technologies. Our solution gives visibility
of incidents through geographic
mapping and topology views showing
the relationship between components
visually, allowing our teams to quickly
determine root cause for rapid triage of
the incident.
Imran Hussain, Client Services Director,
Middle East, North Africa and Turkey, BT
more firewalls, servers, more software
and so on, and all of this has to work
perfectly or the app will fail. To keep track
of all these components businesses may
be using 10 or more tools for monitoring.
Furthermore, through this solution,
we’ll be able to predict and prevent the
future by using AI and Machine Learning
technology. Millions of data points
are now flowing to the IT operations
team, but human capacity to handle
data remains 100 data points per hour.
Over 12 months, enterprises collected
88% more data than the year before.
It’s an impossible task for a human
being to understand what’s happening
everywhere at once. Overall, Service
Intelligence provides:
• Real-time fault isolation – across your
entire solution, not sequential testing
• A clear understanding of the impact a
fault has on your business, including the
It will vastly reduce application
downtime so our teams can quickly
figure out the root cause and rapidly
triage any incident. This really reduces
application downtime which means less
impact on your business. Because Service
Intelligence drills down to the root cause,
it removes any confusion associated with
fault ownership and resolution.
And it can do this for you in seconds,
rather than hours. Service Intelligence
works by capturing the management
data from your existing management
tools, rather than interrogating the
actual devices. That way, we can reduce
your security risk, add new technology
and suppliers quickly, and make sure
you see the benefits quickly. Service
Intelligence will be able to offer:
• Better user/customer experience –
faster incident resolution contributes to a
better end-user experience which in turn
encourages adoption of digital services
• Facilitate a more effective and
productive digital business – the business
gets meaningful metrics – an integrated
set of business and operational metrics –
for better decision making
• Liberation from the costs and
constraints of managing technology
– many organisations are fed up with
running their own IT; they’d rather get
back to their core business n
www.intelligentcio.com