Resnick envisions a future where IT operations are automated, reducing the need for incident tickets. He advises companies to assess their current IT environment and workflows to determine if automation is necessary and aligns with their long-term goals. He concludes by emphasizing the importance of resolving incidents before they become costly problems and the role of technology in empowering IT teams.
Key takeaways:
- IT operations teams are often overwhelmed with tickets daily, with most issues originating from human-created changes such as configuration updates.
- The rapid adoption of cloud and modern software architectures has increased operational data’s scale and complexity, but legacy tools have failed to keep up with this growth.
- AI and machine learning can be used to aggregate information from diverse sources and save human responders from drowning in data, controlling complexity, reducing ticketing and ensuring systems operate seamlessly.
- Before adopting automation, companies should consider factors such as the current state of their IT environment, the impact of their operations on customer experience, and whether automation aligns with their long-term IT and business goals.