If your IT service delivery platform isn’t governed by an autonomic system, you’re missing a tremendous opportunity. We define autonomics as “enterprise systems that are self-managing, self-optimizing, and self-healing. They streamline business procedures by automating routine tasks all along a value chain, but also go a step further and use artificial intelligence (AI) to automate and optimize cognitive tasks related to decision making.”
If your company doesn’t use autonomics-based systems to oversee the delivery of products and services (such as software updates, business applications, IT support services, management systems etc. depending on your business) to your workforce, you’re relying on eyeballs and notifications to warn your staff that something is broken. Although this process has served the industry well, the time has come to move toward a more digitally-focused approach that allows software to monitor, self-correct, and learn from service delivery issues.
Service Delivery and Autonomics
Autonomic service delivery puts the onus on virtual engineers to troubleshoot and resolve service issues without the need for human intervention. Because they’re working 24/7, virtual engineers are able to spot issues as they happen, rather than whenever the next shift of human workers begins. Virtual engineers don’t take breaks, and they multiply as need dictates. As a result, your business is able to handle more issues with more speed.
This isn’t to say that you’ll want to replace your human workers with virtual engineers. You’ll still need human labor to oversee the changes made by virtual engineers to ensure that they’re in accordance with your company’s business objectives. With autonomics taking on repetitive time-consuming tasks, human employees can take on more creative and unique ones that can’t be handled by virtual engineers. In this way, your workers become innovators rather than solely problem-solvers. They can be charged with thinking up new methods, products, and services, or they can focus on building automations that the virtual agents haven’t already discovered.
The Benefits of Autonomic Service Delivery
Another major benefit of autonomic service delivery is that virtual agents, in the vast majority of cases, don’t make mistakes (well, unless they’re accidentally program to do so). If one of your applications goes down, you’ll want someone available who knows exactly what to do to get it working again. A virtual engineer is programmed to take the exact steps needed without any guesswork. If the virtual engineer can’t figure out a solution, it will escalate the issue to a human worker.
When you put all of this together, you’re armed with a platform that is trained to automatically adjust to your IT environment’s circumstances, while employing only the precise amount of IT resources to solve problems—all without human intervention. Your business will save time, money, and labor costs associated with troubleshooting, which will in turn allow you to dedicate resources to more forward-thinking activities.