Has your organization adopted AIOps for effective IT operations management? How do you measure the impact of AIOps transformation on your business?
Measuring the impact of AIOps depends on Key Performance Indicators (KPIs) – a measurable value that denotes the performance measurement.
These KPIs are critical in measuring the impact of AIOps on your business:
1. Ticket-to-incident Ratio
Users and system administrators generate tickets for an issue. When an issue/incident is being reported, it is often noted that numerous tickets are raised for a single issue. It may not look daunting when the number of incidents is low. However, for businesses, thousands of tickets are raised in a single day. If you do not eliminate redundant tickets, each ticket will be matched to an incident, with the ticket–to–incident ratio being 1:1.
AI tools in IT operations management can help you efficiently identify and resolve tickets that report the same issue. You can save IT teams, from working on redundant incidents by matching numerous tickets to one incident. Change in ticket-to-incident ratio for your IT department can be used to measure the impact of AIOps on your business.
2. Service Availability
Service availability is measured in terms of the uptime of software systems. Uptime is determined via the number of outage minutes in a fixed time frame. Software systems for a business are responsible for operating important business processes. An organization cannot provide services to its users if employees cannot get access to reliable software.
AIOps can help solve the incidents in your IT infrastructure without any manual efforts. Simple and repetitive incidents can be solved in real-time with AIOps. This ensures that your software systems will be subjected to fewer outages. The higher the uptime of your software systems, the higher will be the service availability. An increase in service availability will denote the positive impact of AIOps on a business.
3. MTTD (Mean Time to Detect)
MTTD is the time taken to identify an incident within your IT framework. How will you solve incidents in real-time if you cannot detect the source of the incident? A business uses many software systems and, sometimes, it is difficult to identify where the problem originated. For example, a user reports to you that the product website is down. Even though you analyzed all the software systems, you still cannot find the bug responsible for website failure.
AIOps analyses patterns and relationships between various incidents. It also makes the best use of historical data to find the origin of the incident. With AIOps, you can significantly decrease MTTD for your business. Some sectors like healthcare used AIOps so that an incident among the critical software systems can be identified quickly.
4. MTTA (Mean Time to Acknowledge)
MTTA is the time taken to acknowledge the team/person responsible for solving a particular incident. If your product website is down, how will it be solved by a database expert? You will need a web developer for solving the issues on your product website. Once an issue within the IT infrastructure is identified, it must be transferred to the responsible person/team.
AIOps platforms use intelligent algorithms that also inform which team/person is responsible for solving an incident. A decrease in MTTA for your business will denote the positive impact of AIOps. AIOps platforms offer real-time user monitoring tools that can provide meaningful insights for IT operations.
5. MTTR (Mean Time to Repair)
When an essential business application or website is down, it also affects your revenue. For example, you will not generate any sales if your e-commerce application is down. MTTR is the time required to solve an issue/incident within the IT infrastructure. MTTR starts from the time an issue is discovered till the systems get back fully online.
AIOps identifies the root cause of an incident within the IT infrastructure. Also, due to decreased MTTA caused by AIOps, IT teams will not waste time deciding who will solve the issue. If the incident has occurred in the past, AIOps platforms will remember it. Based on the historical data, an AIOps platform will provide you with actionable insights to solve the issue. A decrease in MTTR for your business will denote the positive impact of AIOps.
6. MTBF (Mean Time Between Failures)
The average time between system failures/outages is called MTBF. For example, consider a software system that has operated for 100 hours and in between, it experienced downtime two times. The MTBF of the software system will be 50 hours. AIOps helps you solve an incident in real-time and thus, not letting the systems go offline. An increase in MTBF for your business will denote the positive impact of AIOps.
7. Automated vs Manual Resolution
With AIOps, you don’t need manual interference every time for solving IT incidents. You can set pre-decided actions against redundant incidents with the help of AIOps. AIOps offer automation tools for service desks that can eliminate the need for human labor. If the number of times you have solved an incident manually is less than automated resolutions, you can say AIOps is working just fine.
The global AIOps market will be worth more than USD 20 billion by the end of 2026. You can reduce the time taken to identify, acknowledge, and solve IT incidents with AIOps and leverage KPIs to measure the impact of AIOps on your business.