“Modern Digital Operations Management platforms have emerged through organic innovation”

JAXenter: Your study talks about how the pandemic has caused large enterprises to accelerate their shift to digital-first, cloud-centric solutions that unlock data, enhance visibility and mitigate risk. How are Digital Operations Management platforms addressing this need?

Sheen Khoury: Digital Operations Management platforms apply advanced analytics to unify siloed operational data and use proactive automation to drive effective organizational processes at scale. Modern IT operations teams need to support a diverse range of infrastructure (hybrid, cloud, and cloud native), a wide variety of data formats (metrics, logs, traces, and events), and organizational workflows (keeping the lights on and digital business).

Digital Operations Management platforms help IT leaders drive business responsiveness, higher productivity, and optimal resource utilization with data-driven insights across their enterprise hybrid IT ecosystem.

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JAXenter: Your study also talks about how Digital Ops Management platforms can provide IT Ops pros a “single pane of glass” view into the status of their infrastructure and applications. The single pane of glass concept isn’t new, so what is that a modern Digital Ops Management platform can do in this regard that a legacy tool can not?

Sheen Khoury: Legacy operations management suites (think BMC, CA/Broadcom, HP/Micro Focus, or IBM or even their more recent avatars such as ServiceNow and Splunk) have been cobbled together through an acquisitions strategy that ultimately resulted in limited data and process integrations across their different toolsets.

This ended up frustrating customers (enterprise IT) who would shell out millions of dollars in licensing fees and professional services engagements for an IT Operations Management minisuite that never really delivered on the ‘single pane of glass’ vision.

In contrast, modern Digital Operations Management platforms have emerged through organic innovation to solve today’s challenges of ITOps/DevOps teams with an integrated and comprehensive solution for hybrid IT management.

JAXenter: Once a company comes around to the fact that it needs a Digital Ops Management platform, what are some of the important features and functions they should look for when selecting a vendor? And what are some forward-looking features that vendors should have on their product roadmap?

Sheen Khoury: There are three key features that enterprise IT teams should evaluate while selecting a Digital Operations Management platform:

1. Analytics and AI. Does the platform use artificial intelligence and machine learning to address critical processes such as event correlation, root cause identification, cloud cost chargeback, and capacity optimization? Does it have the ability to marry human intuition with machine intelligence to fine-tune and optimize data-driven recommendations for modern IT operations?
2. Process Platform. Does the platform offer an open, extensible, and streamlined workflow engine that can help reduce repetitive work and deliver automated remediation for recurring/seasonal incidents? Does the platform provide process automation that can simplify existing processes and help us focus on strategic initiatives such as accelerating digital transformation?
3. Data Platform. Can the platform help us manage legacy to next-generation infrastructure (datacenter to multi-cloud) in a single place? Can different operations teams (ITOps, DevOps, SecOps, etc.) work together to maintain the uptime and performance of mission-critical services using relevant insights?

Thank you so much for the interview!

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