The challenges facing today’s CIOs now include helping their businesses recover and restart in the wake of a global pandemic, and artificial intelligence (AI) can help. Market intelligence firm IDC predicts that, by 2024, enterprises that are powered by AI will be able to respond to customers, competitors, regulators, and partners 50% faster than those that are not using AI*.
IBM is responding by announcing at its Think Digital conference a broad range of new artificial intelligence (AI)-powered capabilities and services that are designed to help CIOs automate their IT infrastructures. The company is unveiling IBM Watson AIOps, a new offering that uses AI to automate how enterprises self-detect, diagnose and respond to IT anomalies in real time.
Watson AIOps enables organisations to introduce automation at the infrastructure level and is designed to help CIOs better predict and shape future outcomes, focus resources on higher-value work and be better prepared to build more responsive and intelligent networks that can stay up and running longer. The solution could help prevent unplanned costs. Unforeseen IT incidents
and outages can cost businesses in both revenue and reputation, with Aberdeen pegging an outage at about US$260,000/hour.
The new solution is built on the latest release of Red Hat OpenShift to run across hybrid cloud environments and works in concert with technologies at the centre of today’s distributed work environment, such as Slack and Box.
As part of the rollout, IBM is also announcing the Accelerator for Application Modernization with AI within IBM’s Cloud Modernization service. The accelerator leverages continuous learning and interpretable AI models to adapt to the client’s preferred software engineering practices and stays up-to-date with the evolution of technology and platforms.
“The greatest challenge for organisations is one of alignment. Slack is most valuable when it integrates tightly with the other tools customers use every day, bringing critical business information into channels where it can be collaborated on by teams,” said Slack CEO and Co-founder, Stewart Butterfield.
“By using Slack with Watson AIOps, IT operators can effectively collaborate on incident solutions faster than ever, allowing them to spend critical time solving problems rather than identifying them.”
“In this new era of remote work, sharing information and documents has taken on a whole new meaning to people,” said Aaron Levie, CEO of Box.
“It’s the reason we created best practices for organisations who rely on remote workforces. To help quickly resolve IT incidents, Box is expanding its partnership with IBM to be part of its innovative Watson AIOps solution.”
“What we’ve learned from companies all over the world is that there are three major factors that will determine the success of AI in business – language, automation and trust,” said Rob Thomas, Senior VP, Cloud and Data Platform, IBM.
“The COVID-19 crisis and increased demand for remote work capabilities are driving the need for AI automation at an unprecedented rate and pace. With automation, we are empowering next generation CIOs and their teams to prioritise the crucial work of today’s digital enterprises—managing and mining data to apply predictive insights that help lead to more impactful business results and lower cost.”
"Our industry was hit hard by the pandemic. Our work in AI over the past several years will help us to mitigate some of the future challenges," said Roland Schuetz, Executive VP and CIO, Lufthansa Group.
"Working with IBM to apply its Watson AI technologies has helped us accelerate how we modernise our Data Science Tool Landscape. We use AI to automate processes that result in benefits such as highly responsive customer care and operational topics. In this way, we are making an important contribution to a solid start after the crisis."
In addition to automating IT operations, IBM announced new and updated capabilities designed to give CIOs a playbook for operating in this new environment. The new capabilities are designed to help:
- Automate business planning
- Automate business operations
- Automate call centres
A new feature called “autolearning,” currently in development and due in the product this summer (Q2-Q320), will learn from prior customer behaviour to provide the best, most relevant answers to new questions on the same topic.
*IDC FutureScape: Worldwide Digital Transformation 2020 Predictions, Doc # US45569118, October 2019
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