Vitria's Chris Menier Discusses How Artificial Intelligence, Machine Learning and IoT is Creating a New Generation of Incident Response Strategies
The availability of real-time analytics is driving new and enhanced services in many industries as organizations leverage the ability to contextualize experiences for customers in real-time.
A critically important factor that increasingly will become a competitive differentiator has been the evolution of incident response strategies that leverage artificial intelligence (AI), machine learning (ML) and the Internet of Things (IoT), says Chris Menier, Vice President and Transformation Strategist with Menlo Park, Calif-based Vitria, in an audio interview for journalists.
"As these technologies converge, organizations are shifting the focus of Incident Response Lifecycle Management (IRLM) from simply monitoring and responding to process disruptions to placing greater emphasis on monitoring and improving the customer experience," says Menier.
The way organizations manage incidents -- whether they are technical interruptions in service, security breaches or process disruptions to placing greater emphasis on monitoring and improving the customer experience," says Menier.
The way organizations manage incidents -- whether they are technical interruptions in service, security breaches or process breakdowns -- is extremely important to all organizational operations in today's hypercompetitive digital environment.
"As much as we try to prevent them, incidents do occur...and how companies respond to them increasingly represents an opportunity to create differentiation and competitive advantage," Menier explains.
For a long time, incident response strategies have been siloed activities that have focused on restoring interrupted processes.
"As companies begin to understand how to harness the power of technologies like AI/ML and IoT, they are developing a greater understanding of how disruptive incidents affect the customer experience. The uptake of service-oriented incident response strategies is having a major impact on the competitive posture of organizations in industries such as telecommunications, transportation, and even banking," he says.
"As companies begin to understand how to harness the power of technologies like AI/ML and IoT, they are developing a greater understanding of how disruptive incidents affect the customer experience. The uptake of service-oriented incident response strategies is having a major impact on the competitive posture of organizations in industries such as telecommunications, transportation, and even banking," he says.
By applying AI and ML, organizations can now get insight into how activities -- or disrupted activities -- at any point in the technology stack (at the infrastructure, network or application layers) affect the service delivery layer.
"This represents a fairly big break with previous practices. Typically, the heads of network operations would be charged with monitoring any outages or potential disruptions in the network. But their focus has been strictly on the secure and efficient flow of data across the network. Similarly, storage infrastructure managers administered data lifecycle from on-network to off-premise environments based strictly on technical, regulatory and other governance priorities. A similar dynamic would be true of executives managing application development," he says.
The rise of emerging technologies like AI, ML and IoT create an opportunity to really transform the organization by breaking down those fiefdoms and silos and triggering a cultural shift as these teams begin to understand and see things from a customer-centric perspective.
Vitria's Approach to Supporting Transformative IRLM
To help organizations achieve this, Vitria has put together a strategic methodology that underpins its VIA Digital Transformation Platform and Digital Operations Solutions Suite. It is specifically designed for the development of effective digital operations that enable major transformation initiatives.
"It is a multidisciplinary approach that gives us the ability -- within 90 days -- to deliver value to customers who are going through these transitions. We understand that every organization is different. There are differences in data and toolsets of course; but there are also differences in the types of customers that are served and the value propositions that are brought to market. So there is no such thing as a one-size-fits-all solution."
Vitria's approach to the market centers on agility, with customizable and extensible solutions built on a low-code platform, to deliver speed to value. The solutions are designed to help organizations quickly develop and then expand their use cases, data sets and processes for digital transformation.
