Business Case for Observability.

Mar 23, 2021. By Aleena Mathew

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Business Case for Observability

Traditional IT systems were not capable enough to cop-up with the current business demands and trends. This capability called in for a much-advanced solution, which is none other than shifting entirely to the digital era. The adoption of digital transformation was widespread. But this transformation came in with a lot of headaches to the CIO. The complexity of the IT system drastically increased along with the digital transformation. The reason for this complexity was that the use of IT resources just multi-folded. Thus, the IT team receives a large number of events and false-positive alarms, which makes the IT Operations unmanageable. One other concern that brings a CIO's headache is the IT system's governance and change management issues. They were responsible for handling every change that occurs in the organization. All of these concerns lead to a situation where cost optimization was not possible at all. Moreover, the entire IT team was just firefighting on resolving issues that occurred in the system. Due to these pressures and firefighting situations, the IT team didn't have space for innovating new capabilities.

The above situation is very stressful for CIO as well as the entire IT team. There was no much progress on the technology side and the business side. It was difficult to analyze what went wrong and why did it go wrong in real-time. The reason for this was that the team could not monitor every aspect of the IT systems. They needed a much-advanced mechanism to monitor and observe the entire IT infrastructure and applications. That's where the concept of IT-based observability came into the picture.

The Era of Observability:

Observability was just a buzzword when compared with monitoring. The implementation of observability completely changed the face of every IT organization. Observability is a derivative of control theory. Observability measures how well the internal state can be inferred based on the knowledge of external factors. Let's see how observability helped the IT team. The primary struggle faced by the team was in handling the large volume and variety of IT data. With observability on board, the IT team is capable of monitoring and observing every data. AI-based models ingested every IT data and provided precise inference from these data. Also, the team was able to identify if there were any issues with infrastructure components automatically from the models. In this way, the IT team could quickly resolve the problems before they impacted the business. CIOs were able to manage the complexity of the environment, and management issues occurred very effectively.

AI-based observability helped in completely automating the entire observing process of the IT organization. The need for IT operators to fire-fight on any unknown problems was eliminated implementation of observability. The AI-based models helped in identifying unknown problems and automatically altered the IT operators. In this way, the IT team did not need to spend more time triaging problems; instead, they just needed to solve the issue alerted by the system and focus more on innovation. This helped analyze the infrastructure and applications to a greater depth and freed up underutilized resources, which helped in cost optimization. The promises of observability for IT organization is extensive. Let's look into some of the significant benefits of observability in IT Operations.

Business Case for Observability:

Building a business case around observability is a key success criterion. This helps in understanding the benefits and risks with the implementation of observability. We have seen how the performance of an observable system helps the IT team and business. But the real question persists, why having a more observable system helps us? Here are some points listed that show the absolute need for having observability in the IT system.

1.Intelligent Observing

With the evolvement of the digital era, the number of resources used increased. Manually monitoring these resources is difficult and time-consuming. Moreover, there was a large amount of noise that was generated from all of these resources. This can lead to a situation where finding a real problem is very difficult. That's where observability plays its role. Observability helps identify unknown issues from a huge volume of data and intelligently alert the IT team and proactively resolve it before it affects the system. In the end, intelligent observability helps CIOs to make faster and better decisions.

2.Enable auto-remediation or fulfillment for anomalies

Observability helps in automatically identifying anomalies that affect the system. Identification won't alone solve the problem. We need to have an auto-healing mechanism to resolve these events. Observability helps to reveal what the actual issues are and enables automating the remediation process for the events. In this way, the business will not be impacted by any anomalies, and no issues will be left unresolved. This reduces operational costs and human error rates.

3.Identify IT Operations KPI that benefit business value

Most IT operators or teams are considered to reduce the cost of operations only, while the next phase they should monitoring is knowing the SLA breach rate, customer attrition rate, etc... That is the number of IT tickets that do not get resolved and get breached. This is a very concerning factor in any IT organization. Monitoring these metrics helps in analyzing the business value. These are some of the metrics that enable us to understand customer satisfaction from business perspectives.

Observability is a very crucial determinant for any business organization. Many research shows enterprise IT environment changes every minute or less, while nearly a third say their environment changes at least once every second. This change is where the need for observability is really required.

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