Transforming from traditional Outsourcing to IBMs New Cognitive services

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The role of IBM as managed service provider is changing. It is not only changing, it is evolving. IBM have embraced this change and are moving with it and with it we see that the finishing line of managed services are also shifted. In the early days of managed services, the clients were looking to providers to offer a complete solution from hosting and up the stack to application providing staff to manage hardware, OS, middleware and often also application layers. With the introduction of cloud, we have seen a new era of managed services arise, with the introduction of Software as a service. Software providers can now deliver and manage software themselves, leaving traditional managed services with a challenge and the need to transform and bring innovation to enter a new era of IT services that are relevant to the market and the client.

Shifting business and market requirements

As we see the shift in service consumption, we see the focus being placed on delivery and more pressure on service providers to incorporate cognitive services/capabilities that can help enterprises meet the increasing business and market requirements that is placed on them. The requirements placed on enterprises, is to demonstrate improving financial performance and work productivity to accelerate the provisioning of business capabilities. Enterprise are also facing these changes from their clients who consume IT-services in an always-on manner and assume systems are available 24×7. Managing such systems, associated tools and solutions while leveraging the ever-increasing amounts of data, and ensuring availability, can be a challenge!

Big data is a major component of this evolution 

Big data is not just a passing phase that will disappear tomorrow but is a matter of business today. Big data drives the cognitive shift and it touches every aspect of our business. The data volumes are exploding, more data has been created in the past two years than in the entire previous history of the human race but a study in 2012 shown that we are only analysing 0.5% of that data. Recently, in GTS Nordic, we have been at the forefront of changing how we manage services for our clients, both for our existing partners and new partners who wish to maintain control of their own IT. Today we utilising big data and apply advanced analytics for automation and analytics solutions to monitor the managed and hosted systems and improving these with IBM Watson.

A new composition services appears

Our teams, together with our partners, have been pioneers in adopting innovative technology to change the way we delivers services and use the IBM Services Platform with Watson, announced in July 2017, to ensure uninterrupted operations and a decrease in the numbers of incidents impacting business critical systems.

IBM Services Platform with Watson addresses the increasing business demands and technology shifts. By enhancing the current human-led-delivery to become technology-led-execution using Cognitive Computing technology to enhance the entire managed services life-cycle from designing, building, integrating and running services. The Cognitive capabilities of this platform are a combination of automation and advanced analytics to continue to drive improvement to both IT and business automation augmented and enhanced by Cognitive capabilities with platform Consumable Services. These capabilities are also being made available as individual Offerings for those clients wishing to retain the management of their own IT.

The results are game changing

Moving traditional-monitoring-and-reactive-incident-management to a predictive technology-run state where cognitive assistants allow you to triage and investigate incoming events and behavioural changes, which are not yet disrupting services. All managed through a chat-mechanism to proactively prevent client incidents and increase customer satisfaction and system stability. This is the opportunity now to evolve how we deliver IT operations and embrace the transformation from traditional IT services to IBM’s new Cognitive services.

If you have any questions do not hesitate to get in contact with me at RANJITH@dk.ibm.com.