1. Accelerate customer experience with ChatOps
1/1/2019 5:29 PM
THR1077
Accelerate customer experience with ChatOps
Rocky Rashidi
Product Manager - ChatOps
Micro Focus ITOM
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Challenges for Today’s IT Ops Professionals
Reactive: Involve more people and tools than needed
Takes Too Long for Incident Resolutions
Reuse
Fire-drill response to incidents
Involve more people than needed
Operational silos prevented cross- boundary collaboration
Unable to save incident resolutions for reuse

3. Smart Incident Response
Needs of IT Ops
Smarter approach in assembling the right people, best tools and data at right time
Smart Incident Response
Cross-boundary collaboration of people, process, tools and automation
Speed
Resolve once, re-use next time; Automatically document entire incident resolutions in a transparent, repeatable fashion
Reuse

4. What is ChatOps? Cultural change and a technology change
ChatOps is bringing in the work you are already doing inline with the context of the conversations you are already having.

5. Accelerate customer experience with ChatOps
Operations Bridge
Hybrid Cloud Management
IT Service
Management Automation
Data Center Automation
Network Operations Management
Help Desk
Collaboration tool
ITOM Suites
IT Ops
Group Chat
Group Chat
Development
ChatBots
Line of Business

6. IT Operations Management Suites
Simple, integrated, easy to consume
Hybrid Cloud Management
Data Center Automation
Operations Bridge
Network Operations Management
IT Service Management Automation
DevOps ready, multi-cloud management and orchestration
Comprehensively automated data center
Autonomous operations with actionable insight for stakeholders
Service management for enterprise networks
Self-service, intelligence-driven fulfillment

7. How we do ChatOps Collaboration Context Cross-Domain People Process
Tools
Context
Reuse of Remediation
Intelligence
Cross-Domain
Complementary
Value-Add

8. Case Study: The University of Pretoria
Business Benefits
19% decrease in MTTR
 Saved 2,400 person-hours – retention, advocacy
Challenges
Takes too long to resolve incidents
Reactive response
Improve Help Desk speed/efficiency
Increase team agility & responsiveness.
Objectives
Resolve incidents faster
Proactive service
Reuse shared knowledge, prior remediation
Improve team agility via collaboration.
“Open” to “In progress” time reduced by 41%
 Improved SLAs and MTTR -- retention
62% increase in updates
 Publications + Retrospection
Reuse of remediation up by 8%

9. Demo Rocky Rashidi 1/1/2019 5:29 PM
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

10. Please evaluate this session
Tech Ready 15
1/1/2019
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11. 1/1/2019 5:29 PM
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.