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Next Generation IT Automation

boos@arago.de

@boosc

IT Does Not Offer What the


Business Wants to Buy
Bid-Offer Spread
There is a gap between what providers want to offer
and what customers want to buy. This spread is an
excellent opportunity for the provider of the future.

IT wants to provide
low end
standardized service.

Business wants to
buy high end
individual
applications.

On Premise

BUSINESS

IT
Service

Off Premise

BPaaS
SaaS

APPLICATION

ADaaS
AMaaS

INFRASTRUCTURE

AOaaS
PaaS
IaaS
Legend:

20

40

60

80

100

Organizing IT Operation
Skill vs. Process
Processes have been established everywhere in IT service
management. They have done their job
(professionalization), but after a while they stop
innovation and make satisfying customers expensive.

Industrialization is:
1. Standardization
2. Consolidation
3. Taylorization

8 years or more to
get the standard
defied and the plant
built.

15 years or more to
make money from
the plant.

Not in IT!
Stop whining and
accept:
THERE IS
COMPLEXITY IN IT!

Standardization only
applies to the lowest
end of the food chain.

What we have done


abusing ITIL:

UDH
Network Mgmt
Cisco Team

Security Mgmt
Anti Virus Team
Eskalation
3rd Level Expert
Engineering
UDH

Built the longest


assembly line in the
world.

What we do when it
matters:
Get the experts, lock
them in a room and
wait for white
smoke.

Just for the flexibility


we would always
work with experts.
BUT

This Is Impossible, so

PEOPLE CENTRIC
-

cost
varying
quality
- availability
+ agility
+ accountability
ROBOTIC /
STANDARDIZED
-

no flexibility
limited to
IaaS / PaaS
- no durability
+ efficiency
+ repeatability

Looking at the big


picture we see there
are pros and cons for
each approach

PEOPLE CENTRIC
-

cost
varying
quality
- availability
+ agility
+ accountability
ROBOTIC /
STANDARDIZED
-

no flexibility
limited to
IaaS / PaaS
- no durability
+ efficiency
+ repeatability

ANALYTICS BASED
& KNOWLEDGE
CENTRIC
+ continuous cost
optimization
+ stable quality
+ scalability
+ agility
+ accountability

The next generation


of IT operations is a
combination of both
approaches.

Automation
augmented
engineers

Engineer augmented
automation

IT Skill = Knowledge
Automation Based on Knowledge, not Process
Many automation tools try to ensure proper process
completion where they should focus on proper
knowledge application.

Knowledge based
automation means
1. Experts teach machine
2. Machine applies
knowledge
3. Machine learns from
experience

Automation at arago

Prevention

Automation

93 %

Self Service

1st
Le
ve
l

2nd
Le
vel

7%

T
o
u
c
h

Automation Goals at Our Customers

Prevention

Automation

80 %

Self Service

1st
Le
ve
l

2nd Level

20 %

T
o
u
c
h

The IT provider of the


future can:
1. Archive knowledge
best
2. Make automated
use of the
knowledge archive
3. HAS THE BEST
EXPERTS TO
CONSTANTLY ADD
TO THE
KNOWLEDGE POOL

How to Do It
Autopilot
The proven new generation of automated IT operations a machine working like a human IT expert,
only more diligently

Autopilot, a machine
working like an
expert.

Combines the
knowledge it has to
form an individual
solution to each task
it is presented with.

Experts teach
machine things it
does not know.

Machine documents
everything:
1. Input
2. Output
3. Resoning

Continuous
improvement!
1 KPI to control
effectiveness:
teaching rate.

Analytics based
Knowledge-driven
automation means
freedom:
1. Applicable in whoel
stack
2. Staff turnover
without disruption
3. Talent can thrive
without quitting the
company

Autopilot significantly contributes to freeing up time.


An example: Operating a POS environment in banking.
number of FTE experts needed
120

112

100

status at
project start

business case for


first automation project

78

80

minimum expected
improvement

60

45

maximum expected
result

40

22
20

final result /
automation grade
8

0
no automation

30% automation

50% automation

80%automation

arago 93% automation

Thank you for your time which we hope was well invested,
because dismissing good ideas can harm your future