Intelligent Cloud Automation Solutions for IT Service Management

Abstract

AI-driven cloud automation for IT Service Management platforms in 2023 leverages Artificial Intelligence (AI) to improve operations and meet service-level agreements via integration of AI components within data source pipelines. Automation reduces operational workload, but only gradual adoption for complex tasks; AI adds cognitive ability to processes and accelerates implementation. Key areas for acceleration—incident management, change, and configuration management—serve as foundation for deeper integration. AI-assisted cloud automation enhances efficiency across all operations via improved routing, triaging, and remediation management of incidents; defect detection in changes and configurations; and policy-driven deployment of cloud resources. Benefits include sharper focus on core tasks, lower mean-time-to-repair, and improved user experience; costs must be weighed against reduced total cost of ownership and potential return-on-investment.

The increasing adoption of cloud infrastructure has accelerated development of Automation-as-a-Service for Infrastructure as Code (IaC) deployment. The resulting IT Service Management (ITSM) workload has restricted delivery of innovative Infrastructure- and Platform-as-a-Service (IaaS and PaaS) offerings and adversely affected support for Software-as-a-Service (SaaS) applications. Automation of easy or repetitive tasks alleviates operational pressure, but these initiatives often deliver limited benefit due to narrow scope or bypassing of established processes. The growing diversity of alerts produced by IT operations platforms can now be managed through wider adoption of Artificial Intelligence (AI) techniques. Clinical application of proven AI methods enables more efficient routing within and between teams; faster, consistent first-line triage actions; and faster identification of suitable auto-remediation actions.