Professional Documents
Culture Documents
boos@arago.de
@boosc
IT wants to provide
low end
standardized service.
Business wants to
buy high end
individual
applications.
On Premise
BUSINESS
IT
Service
Off Premise
BPaaS
SaaS
APPLICATION
ADaaS
AMaaS
INFRASTRUCTURE
AOaaS
PaaS
IaaS
Legend:
20
40
60
80
100
Organizing IT Operation
Skill vs. Process
Processes 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. Standardization
2. Consolidation
3. 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.
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.
This Is Impossible, so
PEOPLE CENTRIC
-
cost
varying
quality
- availability
+ agility
+ accountability
ROBOTIC /
STANDARDIZED
-
no flexibility
limited to
IaaS / PaaS
- no durability
+ efficiency
+ repeatability
PEOPLE CENTRIC
-
cost
varying
quality
- availability
+ agility
+ accountability
ROBOTIC /
STANDARDIZED
-
no flexibility
limited to
IaaS / PaaS
- no durability
+ efficiency
+ repeatability
ANALYTICS BASED
& KNOWLEDGE
CENTRIC
+ continuous cost
optimization
+ stable quality
+ scalability
+ agility
+ accountability
Automation
augmented
engineers
Engineer augmented
automation
IT Skill = Knowledge
Automation Based on Knowledge, not Process
Many 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
93 %
Self Service
1st
Le
ve
l
2nd
Le
vel
7%
T
o
u
c
h
Prevention
Automation
80 %
Self Service
1st
Le
ve
l
2nd Level
20 %
T
o
u
c
h
How to Do It
Autopilot
The 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. Resoning
Continuous
improvement!
1 KPI to control
effectiveness:
teaching rate.
Analytics based
Knowledge-driven
automation means
freedom:
1. Applicable in whoel
stack
2. Staff turnover
without disruption
3. Talent can thrive
without quitting the
company
112
100
status at
project start
78
80
minimum expected
improvement
60
45
maximum expected
result
40
22
20
final result /
automation grade
8
0
no automation
30% automation
50% automation
80%automation
Thank you for your time which we hope was well invested,
because dismissing good ideas can harm your future