Cognitive Service Automation with BMC Helix ITSM€¦ · BMC Helix ITSM Pradeep Kumar ... Software,...
Transcript of Cognitive Service Automation with BMC Helix ITSM€¦ · BMC Helix ITSM Pradeep Kumar ... Software,...
Cognitive Service Automation with
BMC Helix ITSM
Pradeep KumarPrincipal Product Manager
2© Copyright 2019 BMC Software, Inc.
The information contained in this presentation is the confidential information of BMCSoftware, Inc. and is being provided to you with the express understanding thatwithout the prior written consent of BMC, you may not discuss or otherwise disclosethis information to any third party or otherwise make use of this information for anypurpose other than for which BMC intended.
All of the future product plans and releases described herein relate to BMC’s currentproduct development considerations, which are at the sole discretion of BMC and aresubject to change and/or cancellation at any time. BMC cannot and does not provideany assurance as to whether these plans will result in any future releases of the naturedescribed. These future product plans should not be viewed as commitments onBMC’s part and thus should not be relied upon in customer purchase decisions.
LEGAL NOTICE
© Copyright 2019 BMC Software, Inc.
Taming the Tech Tsunami
Cognitive Automation Key To Address This Complexity
IoT gets down to business
Multi-Device(IoT)
Multi-Cloud becomes a reality
Multi-Cloud
Omni-Channel Experience takes
center stage
Multi-Channel
DevOps is the new norm
DevOps Big Data
Data is the new oil
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BMC HELIX COGNITIVESERVICE AUTOMATION
Some Definitions
Source: Merriam-Webster online dictionary
relating to the mental action or process of acquiring knowledge and
understanding through thought, experience, and the senses.
Source: Oxford English Dictionary online
Some Definitions
Artificial IntelligenceThe study of "intelligent agents": any device that perceives its environment and takes actions that
maximize its chance of successfully achieving its goals, based on functions that are generally
associated with human minds.
AI Technologies (examples) AI Domains (examples)
Logical Programming / Rules-based Systems Natural Language Processing
Knowledge Graphs (ontologies) Computer Vision
Statistical Analysis Sentiment Analysis
Neural Networks Planning & scheduling
Autonomous agents and swarm intelligence Prediction
Genetic algorithms Problem solving
Robotics
Games
Some Definitions
Machine LearningThe capacity of a computer to learn from experience, i.e. to modify its processing on the basis of newly acquired information.
Today, this often refers to learning based on artificial neural networks and statistical models.
A subset of machine learning methods that involves multiple layers of artificial neural networks, sometimesinvolving feedback loops, is referred to as
Deep Learning
The Principle of Machine Learning
Mapping Unstructured Data to Structured Data
→ Hotdog
→ Not a Hotdog
The Principle of Machine Learning
1. Training Phase 2. Using the Algorithm
→ Hotdog
→ Not a Hotdog
Confidence level is importantUnbiased, representative data is important
Some Definitions
Cognitive Service Management
is the use of Artificial Intelligence technologies to perform cognitive functions (natural language understanding, sentiment analysis, image analysis, pattern detection, …)
in the domain of service management (IT or non-IT).
It is enabled by digitization, big data, machine learning and automation, and is
expected to drive new levels of agility, productivity, and efficiency.
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FUTURE OF SERVICE MANAGEMENT
TomorrowChatbots/Virtual Agents
ExpensiveInaccurateManual Lowest CostAccuracySpeed
TodayHuman Driven (L0/L1/L2)
FROM ITSM TO COGNITIVE SERVICE MANAGEMENT (CSM)
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BMC HELIX: FOR YOUR COGNITIVE ENTERPRISESYSTEM OF INTELLIGENCE
Innovation Suite
IBM Watson
3rd Party AI
CognitiveMicro-Service
Learn
Predict
AI/MachineLearning
SYSTEM OF RECORD
Discovery
Business Workflows
ITSM
Remedy
ChatBot
Skype, Slack
VirtualSupportAgents
SMSBot, Mobile
SYSTEM OF ENGAGEMENT
Delight
Digital Workplace
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MACHINE LEARNING FOR CHANGE RISK RECOMMENDATION
Change Risk Level Recommendation by Cognitive Machine
Learning
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MACHINE LEARNING FOR PROBLEM ROOT CAUSE ANALYSIS
Problem Root Cause Recommendation by Cognitive Machine
Learning
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Demonstration
• Cognitive analysis of inbound email to auto-apply correct template for incidents, changes, and work-orders
• Cognitive analysis of inbound email to auto-respond with pointer to applicable knowledge article for self-help
• Cognitive analysis of inbound email to auto-respond with pointer to applicable catalog item in DWP
Cognitive Email Analysis and Response
Automated triage of inbound email via
Machine Learning algorithm
→ Eliminate effort for manual triage
Enrich incidents, change, or WO with template based on user intent
→ automatically route to rightsupport group
BMC HELIX ITSMENHANCED SERVICE DESK Efficiency
Can save equivalent of multiple FTEs current focused on manual incident triage
Automated analysis of inbound email via Machine Learning algorithm
Send knowledge article with possible solution as part of notification about automatically created incident
→ Users can try and solve issue themselves without Service Desk help, and report back to the Service Desk, if incident can be closed
COGNITIVE E-MAIL ANALYSIS AND RESPONSEREQUIRES BMC HELIX COGNITIVE AUTOMATION
Reduce Service Desk work for responding to auto-created incidents
Automated analysis of inbound email via Machine Learning algorithm
Send notification with pointers to DWP Service Catalog item in response to customer email
→Users can immediately submit the right request type, if service request (with additional answers) is required to address the cstomerneed.
COGNITIVE E-MAIL ANALYSIS AND RESPONSEREQUIRES BMC HELIX COGNITIVE AUTOMATION
Reduce Service Desk work for responding to auto-created incidents
COGNITIVE EMAIL ANALYSIS AND RESPONSE
Template Evaluation
Knowledge Article Evaluation
Service Catalog Evaluation
Categorization Evaluation
Automatic Template Application
Automatic Reply with Knowledge Article
Automatic Reply with Pointer to Service Catalog Item
Automatic Categorization
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Demonstration
Problem: The “Other” Category
Tier 3 Category
Tier 1 Category
157.5K
113.2K25.2KBased on real data
from BMC IT
Tier 2 CategoryTier 2 Category
~$600,000 Unhappy Customers
Cost of Ticket Handling Impact on CSAT
Cognitive driven Auto-Categorization – ‘intent’ basedPROACTIVE & PREDICTIVE
Auto-Classify Incidents to specific product and ops categories for more
accurate analytics
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Auto-Route incidents
Auto-assign the incident based on past assignments
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Cognitive Smart Recorder
Auto-Classify Incidents to specific product and ops categories for more
accurate analytics
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Demonstration
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ADVANCED ANALYTICS – COGNITIVE INSIGHTS
Cognitive insights based on the relevance / correlation of data
Get a deeper explanation of the data in a natural language narrative
Assisted Discovery for report writer
to eliminate manual steps of data
discovery
BMC Helix ITSM and Business Workflows
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Multi-Factor Risk Assessment of DevOps Changes for more Intelligent Change Control
Helix ITSMRisk Calculation
CMDB Technology
Service
ITSM ChangeRequest
Dev Team Maturity Calculator
Create Change in MCSM and Map Technology Service and Group
Call Risk Calculation Service to Calculate Risk
1
2
3
Connectors to external risk sources such as SecOps, Automation, Code
Coverage
Technology Service Risk Calculator (Calculated from historic ITSM data)
4
SecOpsAutomation
ResultsCode
Coverage
ITSM Service to update Technology Service CI
with Risk metrics based on historic ITSM data
Integration Hub
Create ITSM Change Request with calculated risk and automate approval based on risk.
Update user story with Approval Info and other data from ITSM system
Helix Multi Cloud Service Management
Cognitive Service for Custom Use Case
EnterpriseCollaboration Clients
IBM WatsonAssistant API
Response
Message
BMC Helix Cognitive Automation
BMC Helix ITSM, Digital WorkplaceBMC Helix Business Workflows
Service Catalog, Knowledge, Status
Message Response
Message
Action Request
Resolve customer issues with Chat, Natural Language, & Automation
• Pre-built service available for any custom use case driving “intent based” classifications e. g.
• Cognitive Risk Computation using Cognitive for Changes based on historical records
• Cognitive Root Cause Recommendation for Problems based on prior records
Training tools, accuracy, and infrastructure integrated available and shared with pre-built use cases
Cognitive Service for Custom Use Case
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Cognitive IT Service and Operations Management
OUR BMC VISION
Industry First : End-to-end platform for ITSM and ITOM Powered by
AI/ML
COGNITIVEPLATFORM
About BMC
BMC, BMC Software, the BMC logo, and the BMC Software logo, and all other BMC Software product and service names are owned by BMC Software, Inc. and are registered or pending registration in the US Patent and Trademark Office or in the trademark offices of other countries. All other trademarks belong to their respective companies. © Copyright 2019 BMC Software, Inc.
BMC is a global leader in innovative software solutions that enable businesses to transform into digital for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to fast track digital business from mainframe to mobile to cloud and beyond.