IT Does Not Offer What the Business Wants to Buy
Bid-Offer SpreadThere 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.
IT Service
On Premise Off Premise
1 2 3 4
IaaS
PaaS
AOaaS
AMaaS
ADaaS
SaaS
BPaaS
INFR
ASTR
UCT
URE
APPL
ICAT
ION
BUSI
NES
S
0 20 40 60 80 100Legend:
buy
sell
Organizing IT Operation
Skill vs. ProcessProcesses 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. Standardization2. Consolidation3. 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:
Built the longest assembly line in the world.
UDH
Network Mgmt
Cisco Team
Security Mgmt
Anti Virus Team
Eskalation
3rd Level Expert
Engineering
UDH
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…
Looking at the big picture we see there are pros and cons for each approach…
- cost- varying
quality- availability+ agility+ accountability
- no flexibility- limited to
IaaS / PaaS- no durability+ efficiency+ repeatability
PEOPLE CENTRIC
ROBOTIC / STANDARDIZED
The next generation of IT operations is a combination of both approaches.
- cost- varying
quality- availability+ agility+ accountability
- no flexibility- limited to
IaaS / PaaS- no durability+ efficiency+ repeatability
PEOPLE CENTRIC
ROBOTIC / STANDARDIZED
+ continuous cost optimization+ stable quality + scalability+ agility+ accountability
ANALYTICS BASED &
KNOWLEDGE CENTRIC
Automation augmented engineers
Engineer augmented automation
IT Skill = Knowledge
Automation – Based on Knowledge, not ProcessMany 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 Self Service1st Level
2nd Level
Touch
93 % 7 %
Automation Goals at Our Customers
Prevention Automation Self Service1st Level
2nd Level
Touch
80 % 20 %
The IT provider of the future can: 1. Archive knowledge
best2. Make automated
use of the knowledge archive
3. HAS THE BEST EXPERTS TO CONSTANTLY ADD TO THE KNOWLEDGE POOL
How to Do It
AutopilotThe 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. Reasoning
Continuous improvement!
1 KPI to control effectiveness: teaching rate.
Analytics based knowledge-driven automation means freedom:
1. Applicable in whole 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.
no automation 30% automation 50% automation 80%automation arago 93% automation0
20
40
60
80
100
120112
78
45
22
8
number of FTE experts needed
status atproject start
minimum expected improvement
maximum expected result
final result / automation grade
business case forfirst automation project
Thank you for your time which we hope was well invested, because dismissing good ideas can harm your future
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