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AIOps Is the New IT Reality

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WWT, AppDynamics & Moogsoft discuss how to manage enterprise IT environments in a rapidly changing world. Today’s enterprise needs to leverage intelligent, scalable solutions to understand application performance and minimize downtime. WWT’s AIOps solution, which includes AppD and Moogsoft, enables IT teams to seamlessly accommodate the ever-shifting demands of their organizations.

View the full transcript below.

Tanner Bechtel:
Good afternoon, folks, and welcome to our webinar today, AIOps is the New IT Reality. My name is Tanner Bechtel and I am joined today by some pretty fantastic folks to kind of fill in on this topic and talk about their perspective from Moogsoft and AppDynamics and some of my own folks from World Wide. So today just to set the stage, we're going to have kind of an open discussion backed up with a little bit of data both from our history and our perspective and also, dig into a little bit of the technical interaction of how we see as a partnership AIOps and how we drive it. So we hope you'll gain a lot of value out of this. We hope you'll understand a little bit more. And we hope at the end of this, we can engage and have a little deeper dialogue around where we see AIOps going and how we as a partnership can help you get there.

Tanner Bechtel:
So first things first, I'd like to introduce a couple of the folks that I'm here today with. First of, I'd like to introduce a gentleman named Dave Casper. Dave is a friend of ours, CTO and CISO at Moogsoft, and Dave's got quite a colorful background in this space here and adds to our team quite a lot. He's led architecture cloud, information security for some of the world's largest Wall Street financial institutions including Bank of America, Merrill Lynch, UBS and Deutsche Bank. And with him as well, we've got Ben Haddox. Ben is a close friend of ours, a real solid team member in helping us build out the tech behind our AIOps instances and structure, and he spent five years in the APM managed service space and has joined AppDynamics and he spent the last three years supporting AppD partners like us in standing up practices and the tech that supports them to go to market. So I appreciate having you here as well, Ben.

Tanner Bechtel:
I've also got last, but certainly not least, on my own team here Arsalan Lari. Arsalan is our Technical Solutions Architect for APM and the AIOps practice and Arsalan has really been at the crux of taking our AIOps vision and really turning that into architecture and structure, and he's worked closely with Ben and the team at Moogsoft and AppDynamics as well, and so I'd like to invite you all to welcome these folks here today. Thank you for joining us. We will leave a space at the end of our conversation for a little Q&A. And again, my name is Tanner Bechtel, I'm director of Applications Performance Monitoring in AIOps for World Wide Technology and I'm certainly glad to be here with all of you.

Tanner Bechtel:
So just to open up our conversation today, what we'd like to do is essentially set the stage. If you joined us for the last webinar, you know that we talked about a bit of the challenge, how we arrived here and really what that environment has led us both to learn and both to realize that we need to address. And so, we'll talk through a few of those just to get us all kind of centered back on the same page.

Tanner Bechtel:
And the first, which is obvious, these challenges that we'll post here today seem pretty obvious and pretty straightforward, but they really set the stage for what makes artificial intelligence based IT operations a very important element of where we're going. So adapting to change, this is a key element of what has driven us to this point. We talk about digital transformation, we talk about being able to move ahead technologically, but we also have to protect as we expand technologically, we have to focus on the end user. We have kind of had both ends of our complexity expand with our advancing technology, especially in an app-centric environment. So being able to adapt to that change without losing our character and our core becomes increasingly more important.

Tanner Bechtel:
On top of that, being able to stay competitive in this environment is key. Not just being fast to market, not just being a digital transformation poster child, but really staying competitive for shareholders, to owners, to our people. The service to our customers is critical, but we have to provide that service and stay ahead of being sleek and staying efficient. And really kind of the envelope that that fits into is how we drive innovation. Innovation is a core component of a well founded enterprise, and that innovation has to be part of the vision. It has to be part of the process that we use to get technology from idea to outcome, and that innovation has to be measurable. I've always believed that if you can't measure something, you can't change it and that includes innovation. So how do we begin to measure that? How do we look at the way that advanced technology and incubated technology starts to affect our customer environment?

Tanner Bechtel:
And that really, we talk about how we measure those things, that really comes down to business visibility. We'll talk about performance monitoring at scale. We'll talk would that be in how they do that with CNS? So we'll look at Moogsoft and really how we do event correlation. All of these at the root of them are seeking to provide us a visibility. We have to be able to measure and we have to be able to adapt and then, remeasure and understand the implications of failures, of technology deployments and ultimately of automation, which is our goal here as we look at AIOps.

Tanner Bechtel:
Inside of AIOps really lies two key things. It's to create visibility, but it's also through that visibility to create efficiency and how we look at reducing the mean time to identify or the mean time to recover from situational errors, from how do we combine the data that we can see, the KPI that we can pick up, how do we combine that in a way that allows us both to tie it to business objectives and also be able to measure, influence and change that rapidly and isolate those high value business decisions? That's going to be really critical. 

Tanner Bechtel:
And the ultimate, the holy grail of AIOps really is how do we automate at scale? How do we look at isolating those high value decisions and using AI to start to really simplify what that looks like down the road and the tools and technology we use to put into place to really create operational efficiency, automation at scale and give people back the ability to make intelligent decisions, really isolate those decisions back into the hands of the folks that know how to make them with the customer at heart. 

Tanner Bechtel:
So with that, I'm going to move forward here and let us start to dig into a little bit more about what this partnership and structure looks like. And to do that, Ben, I'm going to hand it off to you, my friend.

Ben Haddox:
I appreciate it. Yeah, what we've really built out with WWT and with Moogsoft and AppD is a partnership that is really greater than the two put together. It is really a case of one plus one equals three. And so, I'll just talk a little bit about where AppDynamics is coming from in the application space, where Moogsoft's coming from in the events space and then also, how WWT is putting those together to get their view of the world and put their AIOps solution together. 

Ben Haddox:
So from an AppDynamics standpoint, again, we're looking at the environment through an application lens, looking at application metrics and how your end user is interacting with the business. Typically, we'll see a decrease of about 40% in your MTTR, MTTI, being able to identify those problems quickly. We do this by taking an application-centric view of the world into a user-centric view. 

Ben Haddox:
So all the metrics that AppDynamics is collecting from different sources, we correlate that to an end user transaction and then based on that end user transaction as things start to slow down, we can quickly identify where in the infrastructure, if it's in the [inaudible 00:07:58] network, wherever it is, that we can start to identify where those flow-downs are coming to help you get to fixing the problem quicker, than staying in those war rooms trying to figure out how you're going to or what's [going on 00:08:12].

Ben Haddox:
We also correlate business metrics in with those as well and that's key because your application is the way you do business and being able to take business metrics and business performance and correlate that to IT performance and application performance now gives you better insight into how you're doing business and how you're interacting with your customer. There may be times a weekly email alert on business metrics dropping off when IT is running perfectly fine, which would indicate there's issues in a business process or how your applications coming across to your end user. So being able to identify issues in the business and IT and how those correlate together are key for our clients.

Ben Haddox:
We also do automated root cause again by looking at those correlated metrics being able to tell what's flowing down those transactions, where the business impact is happening to help you quickly be able to resolve those problems and even start to automate those resolutions. And we're looking at every transaction that come through. So no matter what the load is on the application, every single user and what they're doing inside your application, we're able to watch and we're able to monitor. And then, we baseline that with machine learning to be able to understand what normal is in your environment because the last thing we want to do is overburden you with those alert storms where your application may be running normal, but because you have a static threshold you start to get alerts because you climbed like one or two points above what's normal in your application. 

Ben Haddox:
So by doing dynamic base-lining and learning your application, learning how it behaves at different parts of the day, during the week, the month, whatever it is, we can adjust the baselines accordingly to reduce those alert storms to allow you to focus on the things that are really going wrong and not have to look at all the white noise that's happening.

Ben Haddox:
With that, I'll hand it over to Dave to talk about Moogsoft [inaudible 00:10:15].

Dave Casper:
Great. Thank you, Ben. So the first thing, I couldn't agree more that this is a case of one plus one equals three. We have quite a powerful solution together. Similar to AppD, Moogsoft typically finds about 40% reduction in [MTTX 00:10:36] and I'm actually going to maybe hop over to one of the questions for the audience specifically on this topic. So we got a question from Jess [Bining or Buning 00:10:46], forgive me if I've mispronounced, the question is in today's complex operational environment, what do you perceive to be more critical to reduce, MTTD, MTTI or MTTR?

Dave Casper:
Fantastic question and one thing to call out here when we're talking about reducing this, this is not just a number and a tool. This is in the real world both the company itself, it's their reputation, it's money out the door whenever something is having an outage, but it's also with everything kind of going digital in the world, it's also for the end users. AIOps and AppD and Moogsoft employs lots and lots of different domains things like airline carriers. 

Dave Casper:
Picture maybe you're a service man, you're waiting months to months to get home, you finally get to the airport, but there's an outage, something is wrong or if you're parents and you've got a bunch of screaming kids [inaudible 00:11:42] an outage, so I would say to answer that question restoring service is the most important 'cause that's your end customer, that's your users and you want to kind of get that up and back, and if you're going to do something initial, [tech-related success 00:11:54], that's great, but it is all three because the faster you can detect, the faster you can do any of those, ultimately is the faster you can get the service restored. So that would be the answer I'd give to that one. And thank you for the question, Jess.

Dave Casper:
So couple things that are important in this solution, and Ben touched on some of these, but we want to make sure that when outages happen and there's often multiple different devices that are sending in data, and sometimes in legacy workflows, there'd be separate tickets and database team would have an issue, it's because of storage, they're all working on different tickets, no one knows. So the idea here is just put a lot of AI into this and data science into this so that we're making sure that we know what's important and operate as a working [whole 00:12:42] on the same outage in unison. That's a key part of this. 

Dave Casper:
And we've got the workflow involves kind of collaboration. Even more important now and when everyone is working remote, everyone, have the ability to have almost like a virtual war room or a virtual [inaudible 00:12:58] is super powerful. Collaboration both within tools and with existing tools, we want to make sure that not only is the data being unified, but that the conversation is being unified. So a lot of companies are using things like Slack or Jira or calling out to other tools as the automation like Ansible or Puppet. So those are also very important part of an overall AIOps solution is having that combined with the rest of the [estate 00:13:28] and the environment.

Dave Casper:
So automation itself as Tanner mentioned, the holy grail, super important part of this is getting automation. So the tools can kind of surface things that are of interest, get it to the right people, but wherever possible, of course, you'd want to automate and just get things fixed without having to [pull at 00:13:49] people. So with that, kind of for the summing up the combined power here, I'll turn it back over to you, Tanner.

Tanner Bechtel:
Thanks, Dave. Appreciate it. So you kind of heard AppD and Moogsoft both determine and talk about their space in this environment and they integrate well together. It creates a unified environment, but as anybody who's ever deployed tech, whether you are the owner internally or you're the partner providing a technology, it's never just a technology. No technology works unless you can get it adopted, actually integrated into the business workflow and make it simple for the users, and AIOps takes that to kind of an entirely new level. Because we are now able to aggregate and pull together a lot of this architecture and a lot of these tools, we now have to take a look at it and say "Okay, with all of this power I now have, what can I begin to do with it? What are the things that I can now begin to create and World Wide Technology really fills that gap?"

Tanner Bechtel:
So we have specialized in both understanding how over our 30 years, how does the adoption of this technology both happen in a new environment? How do we look at existing enterprise environments? how do we begin to understand the journey that you take to get to this space and then, what are the things that we derive from it? So one of the key areas that we've seen and this is the root, this the heart is that if we can decrease, as Dave was talking about, those three elements, Jess asked a really good question, which of those are the most important? Recovery is always going to be the most important because it's the net. What is the net-net? We want things back up and running so if I'm trying to book a ticket and my child is crying on my hip in the airport, I need it to work, I need it recovered, I need it to work for that personal experience. Those applications, that performance is no longer just performance at the data center. 

Tanner Bechtel:
In an app centric environment, it becomes our loyalty. I think AppDynamics sums it well when they say app loyalty is the new brand loyalty. We have to be able to recover. This is key. So the integration of those two components, AppD and Moogsoft, create an environment where we see average, the decrease or the net overall by moving that forward by 60%, that's highly impacting for both the bottom line and for the customer experience.

Tanner Bechtel:
The second part about the combination of where World Wide can bring these together is really taking that data, those combined alerts. We can't change what we can't measure, now we can measure it. Now how do we act upon it? How do we gain insight and how do we work with it? And this is where World Wide has designed dashboards and architecture to support this for multi-source alert analysis. So whether that's from the end user, if we're looking at the application, the performance of all of the correlated technology on the end user or we're looking at it with a purpose of refining components of that data center, we can do that now.

Tanner Bechtel:
The next part of this really is looking at moving from just an app-centric environment, instead of looking at the tools that are specific to the app, let's look at the full stack. By combining AppDynamics and Moogsoft and integrating them in the right way, we can now start to see how all of the invested technology in the data center affects the performance at the end user level. And that sounds crazy to say, "I know the impact of the money I spend in the data center, how it affects an individual type of user, my platinum flyers. I invested X number of dollars into the data center for this new hardware to increase my performance or I expanded our cloud instance to increase performance. What did that come back to me on? How did that affect me?" And by being able to measure the full stack and understand the entire environment, we're able to do that.

Tanner Bechtel:
The next part about that is really unifying AIOps solutions for those personas. If we talk about full stack monitoring, what does that mean for me? I may only manage the network component. I may only manage the application performance or I may be responsible for the budget. What are ways that I can take that quantitative analysis and really start to design environments that isolate high value decisions, but isolate them for people that can make those decisions quickly? We talk about MTTR as though it's a strictly programmatic element. A lot of that MTTR is really refining the data in order to make smart intelligent decisions. We talk about automation, it's a core of AIOps, but I'm also a very strong believer in that within automation comes a time when we present the right data to the right people to make the right intelligent personal decisions about technology. After all, that's what we're all trying to create is a personal experience with our tech.

Tanner Bechtel:
And when we get to that point, when we know that we are isolating high value decisions and that people are seeing them and getting the data in the right amount of time and being able to make decisions with confidence, we can look at confidence in automation. And as we start to automate across a lot of different avenues, it's a repeating cycle on itself. The more we can isolate, the better decisions we can make, the more we can automate, and this is where we begin really as a partnership. 

Tanner Bechtel:
So I've seen that we have a question of the audience here that I'd like to read out loud. "In this digital transformation era, there's so many ideas around end-to-end management from endpoint devices through connectivity across hybrid multi-cloud environments. How do you certify or validate what is being ingested in an effort to make proactive decisions?"

Tanner Bechtel:
That's a really good question and I think that question is more of an envelope for how do we make sure, and I'm going to rephrase this in just a little bit, how do we make sure that the data we ingest is quality and that it's worth making a decision upon? And so, both Dave and Ben, I'm going to, since you guys are both kind of in this space, can you guys maybe give us a quick answer as to how AppD and how Moogsoft really looks at quality data? How are we making sure that what we choose to pull in is data that is substantially valuable to make decisions upon? So Dave, would you mind jumping in there and talking about Moogsoft's perspective on that?

Dave Casper:
Yeah, yeah, for sure. And one aspect of it is somewhat just practical. A lot of the large organizations that we deploy to, they have an extensive amount of, whether it's [inaudible 00:20:22] or aggregation systems, they've got things that they know, including across their hybrid environment. 

Dave Casper:
So that we take for sure. And then, there's a growing kind of list of things that are important to take into, especially as you talk about hybrid using like public clouds. The whole concept of like an activity log is built in. It's no longer like a separate change management system. So that data alone is kind of high value because knowing if there's an outage and there was also some kind of recent change, that's pretty important for us. 

Dave Casper:
The data itself coming in, one of the things that AIOps does in general, and both Ben and I will talk about this in some of the subsequent slides, is analyzing the data on the way in and kind of being assessed whether some data content is kind of noisy or less important, and then which other content might be more important and we surface that. So there's kind of a practical part around wiring up stuff 'cause there isn't a lot of ability to kind of accidentally [wipe 00:21:25] ourself up. It has to be some way intentional that you're connecting systems. 

Dave Casper:
But once you have that data coming in, it is certainly possible and we're doing it now to use AI to notice the data and analyze the data. So that's the perspective we see and I'll maybe turn it over to you, Ben, if you want to add a little bit to that.

Ben Haddox:
For sure and honestly, it plays perfect into the next slide that we're going to talk about. And honestly, when you look at it, the application and environment complexity have gotten so large and the chaos so big that humans can't keep up with it. And when we talk about how do we sift through that data, I mean honestly, what it comes down to is being able to ingest all of that data and then looking at the things that are most important that are impacting your business and how you run your business. And that's where AI comes in, that's where machine learning comes in, to be able to ingest all of that data and take and say "Hey, out of all this data, these are the metrics or these are the things that are affecting how you do business or affecting your end user." And so really, it's built into our machine learning. It's built into our AI to be able to sift through all that data for you. And again, by putting AppD and Moogsoft together, we start to get a better idea of what's going on. 

Ben Haddox:
And the problem is without AI, that chaos is so massive, you end up focusing, you get that paralysis by analysis where you're so busy looking at the business and the application that you're focused on the customer and the customer experience is lost. And I actually from a personal note, I kind of I got to experience that this week. So my wife was rollerblading with my son and she'd fallen and broken her wrist and so she was doing a followup. It was about six weeks ago and so, we were doing a followup with the doctor. And we had to go to a special hospital. She's got some underlying conditions in her joints that require specialty, so we had to go up to the city. We booked a hotel, stayed the night. First thing in the morning, she had her followup checkup. 

Ben Haddox:
The problem was is they saw some things they didn't like and they said well, "We need to get you in for a CT scan. Here's the department you need to schedule with." Well, if you think about that, the logistics behind that, we had to book a new hotel room. We only had the hotel for a night. We had to rebook our hotel room. She had to go in and book a CAT scan, make sure there were times open, get that scheduled. 

Ben Haddox:
Traditionally, if you think of the old ways things are going, that could've taken hours to do and may have required us to come back and her come up another week to get that done, but because of applications, the way we interact with businesses now, she was able to jump on her phone, schedule a CAT scan for that evening, and turn around and book another night at our hotel all in a matter of 10 minutes. 

Ben Haddox:
And so, those are the kind of things that when we focus on the application and we're paralyzed by all the data, we forget about the end users who are depending on these applications to make their life easier and to take the stress out of things of what can be a stressful situation.

Ben Haddox:
And that's why we have to adopt an AIOps mindset where we get that prediction over reaction. We get answers over investigation. We're not spending all of our time analyzing the problem instead of fixing the problem. And that is why AIOps is so important. It's really taking that massive amount of data as Tanner and Dave have both said, sifting it down to the things that are impacting our business. So that way, you in turn can make a decision on how to rectify that and even get to the point on making innovation on what you're doing because we can get the AI to actually remediate some of those problems on its own so your focus is how do we make the customer experience better, not constantly fighting fires. 

Ben Haddox:
And Tanner, I think I'll turn that back over to you if you want to talk about kind of what AIOps is and it's not from a WWT perspective.

Tanner Bechtel:
Sure. Absolutely. Yeah, this is one thing that we've explored and one thing that we have started together is the perspective on the way people see AIOps and it's partially our own fault in the tech industry and partially because we've all been trying to solve for it. AIOps is a very nebulous term. When we talk about it, we don't know who owns it. Is it the application developer? Is it the network? Is it the data center, the cloud? And ultimately, it's everybody which makes it even more difficult. 

Tanner Bechtel:
So one thing I'd like to start out with and I'll make quick [inaudible 00:26:10] here is what it is and what it is not. And you can see all of these out here, we're not going to roll them out individually, but I'll just talk through my perspective on these that we've learned over the 18 months or so we've been actively engaged in building this future making it work.

Tanner Bechtel:
It's architecture. AIOps is ultimately architecture. It's figuring out how to take existing technology and really stitch it together to reach business objectives. Network performance may not be something that you think directly ties to application booking revenue or airline booking revenue. It absolutely is. It correlates, but figuring out how that architecture makes sense of it is really where the expertise comes in, and this is where World Wide has centered its focus. 

Tanner Bechtel:
It's the expertise in services. It's figuring out how to say, "We have a partnership. We're starting this entry point, this first step of the journey, Moogsoft and AppD and World Wide, three moving parts. How do we make sure that when we deploy that, we're understanding the business, we're understanding the objectives, we're not looking at things solely from a tech point of view, we're looking at it as it affects the entire business? So understanding and being an expert in those service areas is key for us. 

Tanner Bechtel:
AIOps is integration and it's interoperability. That's at the root of all things. That's what it is. There are many tools. There are lots of areas inside of this big ecosystem that allow us to do some pretty amazing things and that capitalize on each other like our one plus one equals three slide. It makes better sense and we achieve larger, more effective business outcomes when we look at the way they work together and ultimately, how they correlate which is the fourth piece. 

Tanner Bechtel:
It's event correlation. It's understanding that issues in the cloud that may affect the network that eventually affect the application are all connected. Both our understanding of that from an architecture point of view and also, by utilizing AI and ML, we can start to see those elements and start to solve them as a whole rather than solve them individually.

Tanner Bechtel:
And to our point, AI and ML based actions, AIOps is really saying, "I know this, this looks like this from the past. I'm pulling in this other data. Therefore, I filled out the part of the question I didn't know," and doing that in a way that's automated and really taking that knowledge, looking at that architecture, minimizing the repetitive tasks. If I've done it once and I know the fix for it and it always looks like these three things and it's got this problem that happens, then this one happens next, don't send it to a person every time. Let's begin to understand that problem better, automate that and remove it.

Tanner Bechtel:
Which brings us ultimately to high value decision isolation. I want people ... this in their inbox, they eliminate the noise. They only want to get the email that matters to them. They get the weekly digest, not the daily report. We want to do that in an environment where when we interact with the person, that person is interested and engaged and utilizing their full brain to make smart, intelligent, high value decisions. And we can do that by, of course, minimizing that repetitive task. 

Tanner Bechtel:
So what it is not? This is maybe more important. It's not impossible, absolutely not impossible. We'll talk to you about the WWT platform, that wwt.com where we take all our research and development and we build virtual labs that you can go kick off and publish articles and white papers and all of these elements showing you that this is a journey of course. It takes some expertise. It takes some investment. It takes some time, but it is not impossible. It's not five years away.

Tanner Bechtel:
And it is ultimately not vendor specific. There are some ideal candidates for this space, which we're on the webinar with. Moogsoft and AppDynamics have incredible integration APIs. They have a culture that understands that to work best, we have to work together. To go far, we go together. We can go alone and go quickly, but to get where we want to go, we have to go as a team. So we have to sometimes bring in [frenemies 00:30:07] or other organizational tool sets that exist inside of these enterprise environments. And so, it's not always vendor specific. 

Tanner Bechtel:
It's not tool specific. We always start with understanding how to correlate events and how this tech affects the application, But integration and interoperability can start really wherever you see fit. 

Tanner Bechtel:
And it doesn't require a full tear out and replacement. Anytime we work, especially in CIO environments or leadership roles that have attachment to budgets, AIOps sounds like a lot of money. It sounds like danger. It sounds like is this going to cost a ton, and it doesn't have to. The ROI is incredibly high and typically, you can start with one or two key applications to get you started.

Tanner Bechtel:
And it's out of reach, not even for small enterprises. If done correctly, if you're going to go on this journey, you take a partner, you take a guide, a tour guide and we are striving to be that tour guide, taking the arrows up front so that we can settle the land for you as we move through this.

Tanner Bechtel:
So it's important to me. I just wanted to talk through that. I said I would be quick. I absolutely have not been, but I appreciate you listening to that slide. So what I'm going to do, Ben, and we probably ought to be mindful of a bit of our time here 'cause we want to leave some for Q&A, I'm going to hand it over to you and maybe you could talk to us a little bit about how AppDynamics looks at this.

Ben Haddox:
Yeah, for sure. Oops. So from AppDynamics, we look at what we call the central nervous system and I see one of the questions we have up in the audience is "Can you speak more about the ability to bring and change data as an example, a change is made at application and then I have an outage?" Great question. 

Ben Haddox:
The way we're looking at it from AppD, so we're taking visibility. We talk about correlating everything together. So we take visibility. We look at all these metrics that we're collecting and we're correlating that to an end user transaction, what the end user experience is with the application and by doing that, we can then take action on that data. And so from an AppD, let's say you go out and you make a change in the application. And as a result of that change, we correlate things together and we know that as users are logging in, they're having an experience where some of our users can't log in. It's related to a database table that was changed with certain permission.

Ben Haddox:
Because all that data is collected together, we can follow that journey, we know what transaction is affected, we know it has to do with the change that's in the database and we can take an action to roll that change back out based on what just happened. In fact, it's one of the things that we look at with AIOps is how do we automate that process. Especially in a development cycle when you're talking about changes constantly being made, being able to roll that out even as I said we collect those business metrics, everything may be fine on the application side, but you made a change to the front end of your application that users don't like and now, you just dropped off business by 20%. Well, we've correlated that together. We know that there's business issue, we can roll that back to the old front end and then, go back and developers can retrofit it and try something else to see if that works. 

Ben Haddox:
So that's how we're looking at it with the central nervous system, taking all these different points, these metrics in visibility, correlating that into an end user transaction to gain insight into the customer experience and then, enabling either automation or people to make meaningful actions based on that data. 

Ben Haddox:
Dave, you want to talk about the Moogsoft point of view?

Dave Casper:
Yeah, for sure. Thanks, Ben. So yeah, couldn't agree more. The central nervous system is super important and the analogy that this is artificial intelligence doing things very analogous to what humans do. So Moogsoft's kind of the same thing, just maybe a data flow perspective view of it, but it's still ... As we see across the top, we're still talking about visibility and then insight and action. Those are really important things. 

Dave Casper:
And just a quick call out, if anyone hasn't seen it, it's worth taking a look at the AIOps Exchange. It's aiops-exhange.org, a wealth of wonderful information there. But there are kind of five main dimensions and just in the name of time, I'm not going to go through all these at all. I'm just going call out a couple of them like data set selection is important. Discovering important things and collaborating and then, of course, automation as we've been saying. 

Dave Casper:
Data set selection, let me, this flow going left to right here, there's a whole bunch in here, but I want to call out just two things. Just in the context of AI, people sometimes talk about like what do you mean by AI and AIOps, artificial intelligence for IT operations? Data set selection doesn't mean something like "Hey, I want to pick this data source," like Nagios or BMC Patrol or it doesn't mean I want to use a particular Excel spreadsheet. 

Dave Casper:
What this means is if you were to picture human data set selection, let's say you're walking through the jungle and there's tons and tons of audio data and visual data. There are lots of leaves, lot of all green everywhere, maybe lots of birds in the background, you can hear. But then suddenly, there's a little bit of unusual data. There's a tiger. You see some orange and some black. As a human, you will focus right on that data and kind of drown out all the rest of the data. 

Dave Casper:
That's what we're kind of doing here with unsupervised machine learning is we're learning among thousands of data, and all these large enterprises we deploy, there's just thousands and thousands of them, bits of data coming in every second. So knowing the unusual and surfacing it, super important. 

Dave Casper:
A bunch of other things happening between, but I'll call out just one other kind of AI bit, doing something that's ... figure out what's causal, what caused the alerts? There's a use of supervised machine learning based on a neural net where the system is actually trained on what events are causal and then over time, it starts to know. And so when the outages happen and things that are important are surfaced, operators are actually told you know what, this is a bit you want to go look at or even better, if there's a high degree of confidence that this is the causal event, it'll trigger an automation and gets things resolved without having to bring in people. Super important there.

Dave Casper:
So these two together, and Ben mentioned this earlier, so AppD kind of came up from an application heritage, it was expanded fully. Moogsoft came up from the kind of ITOM as expanded, super complimentary. And what we do when we get [inaudible 00:36:48] together is we share. We bi-directionally share awareness. So this is kind of exactly where the one plus one equals three is coming from is there are things that enterprise, like when AppDynamics identifies something and calls it out and shares it with Moogsoft, that helps Moogsoft. Moogsoft can then run through some of its own algorithms and then share data back with AppD. 

Dave Casper:
As a super, super simple example of that, this is a real world screenshot. On the top is Moogsoft. On the bottom is AppD. And this is where AppDynamics has sent in some really important data into Moogsoft and then, Moogsoft has done something where its run some analysis and sent it back, added it back into the AppD workflow. So this alone is pretty important.

Dave Casper:
I'm going to maybe see if you want to add anything to that kind of power together, better bit here, Ben.

Ben Haddox:
Yeah. And I mean some of the use cases we've been looking at with WWT that we're running through the ATC right now is the idea of imagine a router goes down and it's causing issues with the application. And the traditional way is you may have someone that calls in, you may have some tickets that are open, but everybody goes into a war room and they're like "Okay, this application's having trouble. Users are calling in," and everybody has to go find that needle in the haystack. 

Ben Haddox:
When you're putting AppD and Moogsoft together, what ends up happening is you have something where you think of eCommerce app and someone's trying to check out and on the AppD side, we see that that transaction is starting to slow down and people are having issues. It's not going through the way it's supposed to, and we started alerting on these things. This particular transaction's having problem and we noticed in the network. But Moogsoft is picking up on information coming in and events coming in and they're looking at saying, "Hey, we know that we have an issue with a router, this particular router that's going on where there's some packet collision and something's not routed right and there's an issue." Putting that data together we can now automate and say "Well, let's do an automation where we automatically re-route the traffic to restore service back to the application around that router." 

Ben Haddox:
We'll now open a ticket to a tech to go fix this router to be able to go in and fix it and oh, by the way, because now we can look back at some of the other tickets that have gone on, we can say, "Here's the ticket in the past that had the same issue and here's what was done to remediate this." So now something that could've taken hours to identify and go fix, within a matter of minutes, service has already been restored. A ticket's been opened up to a tech to say, "Here's what the issue is, here's what needs to be fixed and oh, by the way, here's the last time something like this happened, here's what fixed it."

Ben Haddox:
So now you can see the ways that AI starts to sift through that data. We're putting the data together to restore the application, the application performance [inaudible 00:39:47] arm technicians with the ability to go out and fix things quickly. Very powerful stuff together. And with that Tanner, I think we will turn it back over to you kind of talk about all of this together at World Wide.

Tanner Bechtel:
Absolutely. Yeah. One thing you've noticed here is that we have ... we do this both in our partnership and we also try to do it in our messaging, and that is to keep it simple and accessible. There is enough complexity inside of AIOps to keep us busy technically. What we want to do is get to the root of the matter and this is really how we came down this path is we arrived here one day and said ... I remember being at an event and asking everybody that had AIOps in their header, in their marketing material, in their documentation, I'd say, "Show me, show me what you have. I am from Missouri." I guess it's totally befitting, but I asked them to really give me, show me what you actually build. Show me what you have. And I was really surprised to see that not any one organization or partnership had said, "We have it." We have this is what AIOps looks like to real company. If I start tomorrow, where do I begin? And this is what we've arrived at. 

Tanner Bechtel:
So AppD and Moogsoft and us, we sat down and we said, "Okay, we're going to make this. We're going to create what this looks like and we're going to give a stepping stone to people that want to head down this path." So by taking the power of WWT, utilizing our ATC platform, combining that with Moogsoft's global event correlation AI and then mixing in AppD's CNS and APM capability, we have created those core elements, really started to build what AIOps looks like by creating visibility, using that visibility to create insight and then, really using that insight to create automation and then, isolate those decisions back to the people that are trained and smart and able to make them. 

Tanner Bechtel:
And it has been a journey for us much like we know it will be a journey for you. We have lots of tools that we have built in the wake of this progress as well, everything from the ability to do an assessment to figure out what your environment and ecosystem looks like. Our services and technology capability of deployment and integration and dashboard development, and much of that work as we have built it, we have documented, we have taken and we have said "Okay, we're not going to build this integration one time and just use it for that moment. Let's build it. Let's create a virtual lab and let's share." 

Tanner Bechtel:
And that is really, if you look at the way World Wide Technology has focused on the advancement of technology and creating value for customers, we realized that it's not always the tech that makes it valuable. It's the people and the performance around it. And so, we share a lot of that information.

Tanner Bechtel:
And I'm going to turn this over to Arsalan here in a moment to talk a little bit about it, but our goal with the platform if you go to wwt.com and you register, you'll be able to actually see a lot of our research and a lot of our work and you'll be able to walk through and work in some of the labs that we use for testing. You'll be able to actually connect with the people that you hear on this call directly. We want to take that journey with you. We want to help you get down that path. 

Tanner Bechtel:
And so, Arsalan, I'm going to turn it over to you. You are the creator of much of this material and maybe you can just give people a brief overview on kind of how this works.

Arsalan Lari:
Absolutely. So we've been talking about all the integrations and what the technology provides. So at WWT currently, we already have a lab with Moogsoft and AppD with the integration and what that currently shows, it shows collaboration at real time where our dev ops engineers are able to see where the service is impacted in real time, collaborations across teams so someone who's an SRE can collaborate and communicate with the apps team, with the cloud team or the [inaudible 00:43:37] team. 

Arsalan Lari:
Not just that, there's also one good thing about Moogsoft is it has the enrichment so it will ingest the enrichment and provide the data to AppDynamics which provides improved correlation to application and infrastructure and along with that, it's correlated data to specifically more specific to an application. 

Arsalan Lari:
Another part of the demo is it shows the topology that's being pulled from the AppDynamics controller, showing enhanced casualties to the topology, the mix of application infrastructure. So it gives you that overview from events being correlated and how some of the actual application. And then the last, but not least, the demo also shows you the capabilities for sharing results back to the [BiziQ 00:44:23] AppDynamics module in the control as well. So that's pretty much the overview and, Tanner, back to you.

Tanner Bechtel:
Absolutely. And Arsalan, thank you so much for going over that. One thing you'll find out about World Wide, for any folks that have worked with us or exploring working with us, I urge you to connect with us. Our culture is one that we do not make software. We create it for our customers. We build the infrastructure. We understand the technology, but we are experts in the space. 

Tanner Bechtel:
We are not a product company. We are a services and technology organization and we understand that technology is a journey and we urge you to connect with the people that have created this material with myself, with Arsalan, with our team, with the lab. 

Tanner Bechtel:
We invest in technology. We have four physical virtual data centers and nearly a thousand people dedicated just to research, development, lab production and really understanding how we take technology and make it work in the real environment. And a lot of that material, the research we've done, inside information on these labs, our own take on AIOps, you can follow that journey with us. And you also can see there's a lot of tools out there that'll show you where to begin, how to start that conversation, how to look at the cultural implications of making a change like this.

Tanner Bechtel:
And we're not just a provider. We're a partner in this space. So visit us wwt.com. Take a look at our labs. Get a good handle on how we approach this material and we really look forward to joining in that conversation.

Tanner Bechtel:
So we're going to open this up for a little bit of Q&A. We've had some in line as we've discussed here. I want to make sure everybody know that they can open up. I think if you look at your BrightTALK through your screen there, you can definitely submit questions to us to kind of go over. 

Tanner Bechtel:
And I'm going to take this time as you guys deliver any questions, add them to the interface, I want to take a second and thank Dave Casper from Moogsoft, Ben Haddox from AppDynamics and my very own, Arsalan Lari here from World Wide Technology just on all that you've done and the perspective that you've given here on the webinar today. Really appreciate it.

Tanner Bechtel:
So we've got the first question we have here, I'll set this up and then, I'll let you folks kind of take a chance at the answer here. The question, quick question says "Can you talk about the value of quantifying client business value? How does WWT professional services engage in strategic and business value consulting?"

Tanner Bechtel:
So I can answer that question. As I said before, what we can't measure, we can't change. So we are a technologist, but we also understand that understanding business objectives is a very, very strong and big component of that. So a lot of professional services organizations go to work simply by showing up and completing the tech task and leaving. 

Tanner Bechtel:
One thing that World Wide has done very differently and that I've seen in my career and I was very, very pleased to see inside of our organization because it allows us to take services to a very important business level and that is we look at ... One of our internal go-to market phrasings is idea to outcome and that really means a lot. We start with understanding the business objective. We utilize management consultancy inside of our organization to pair up with teams like our specialized professional services teams. 

Tanner Bechtel:
We do overlay of individual teams with centralized program and project management so that we understand how a change in a particular technology can affect another area of technology. So we try to stay away from being a real myopically focused service delivery organization. So understanding a project inside of a organization means understanding the business objective of that organization. And so, I think that's a big part of our corporate culture and it's definitely something we bring to our client environment. 

Tanner Bechtel:
And I know we're running a little bit over. Since we don't have any further questions here that I can see, I'm going to thank everybody again. I'm going to strongly urge you to visit wwt.com. You can find ...