EXPLORE THE DRYiCETM TECHNICAL Q&A

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  • Average reduction in manual effort – Approximately 60% to 80% for in-scope tickets due to automation
  • Average reduction in incidents – Up to 30% incidents of repetitive nature
  • Average reduction in resolution time – Approximately 60% to 80% for in-scope tickets due to automation
  • FCR impact – Up to 30% (considering only those tickets that qualify iAutomate’s automation criteria)

Timeline for a full-fledged product implementation are dependent on various key factors -

  • Infrastructure size (Number of CIs)
  • Existing toolsets in the environment
  • Integrations required
  • Number of use cases to be configured
  • Enablement of access to the environment and toolsets

Considering all the prerequisites are met, implementation of the product for around 10 simple use cases takes around 2 months. The Zero-touch automation state can be achieved in a period of 4 to 5 months.

Like any other product, iAutomate also has a defined commercial construct mentioned below:

  • Annual license cost
  • One-time implementation cost
  • Support cost

Yes. iAutomate does support multi-tenancy. Multiple organizations can be onboarded and configured on the product, leveraging same or different RBA and ITSM tools. In fact, a shared offering is also available through DRYiCE MTaaS platform for enterprises to consume it as-a- service.

iAutomate can operate in two modes:

  • Partial Auto - In this mode, based on the selected ticket's description, iAutomate recommends the most relevant runbook for remediation and waits for the human agent to trigger the right runbook for resolution.
  • Fully Auto - In this mode, based on the selected ticket's description, iAutomate identifies the most relevant runbook and if the confidence score is above a pre-defined threshold, it automatically executes the same for performing remediation as well without any human intervention.

iAutomate can integrate with various tools with the help of RESTful APIs and web services.

iAutomate pulls in the issue related information from any system of record. It supports integration with various IT Service Management and Event Management tools. For instance, iAutomate has readily available integration adapters for Service Now, Cherwell ITSM, BMC Remedy and, BMC Remedyforce from an ITSM perspective. Additionally, Moogsoft is supported wherein the event data  can be fetched to perform event-driven remediation

iAutomate acts as a brain on top of the third party RBA tools and brings intelligence into the automation construct. It supports various RBA tools like Microsoft Systems Orchestrator (MS SCORCH), ITPAM (Broadcom), Microfocus Operations Orchestration, Ansible CLI and Tower, VMware vRO. Currently, majority of the runbooks are available in ITPAM, AWX, ServiceNow Orchestration.

Currently, iAutomate has 1500+ runbooks available in its repository. Some of the categories are mentioned below:

  • Windows / Linux Server Management
  • Batch Management
  • Cloud Management (Azure, AWS, GCP)
  • Configuration Management
  • File Management
  • Network Management
  • Application Service Management
  • Disk Management
  • Memory Management
  • Preventive Health Checks
  • Container Management
  • Password Resets
  • Database Mangement
  • Load Balancer Configuration and Management
  • User Management
  • Active Directory Management

iAutomate supports five different types of automations:

  • Incidents - Quickly fix issues and bring back the infrastructure elements, services back to acceptable performance levels
  • Service Request tasks - Fulfill service requests by users like password resets, adding users, providing access to printers, etc.
  • Change Request Tasks - Expedite changes to infrastructure, application, and systems through automation
  • Event-driven Remediation - Proactive event-driven remediation for identified RCAs to improve service availability & resilience
  • Scheduled Executions - Allows users to schedule runbook executions for scheduled activities on hourly / daily / weekly / monthly / quarterly intervals
  • Ad-hoc Executions - Enables users to search and execute runbooks on single / multiple CIs on a need basis

iAutomate is an Intelligent Runbook automation tool which helps in simplifying and automating IT operations. It leverages technologies like AI, ML, and NLP to deliver various functionalities like:

  • Understanding ticket/event context and recommending the most appropriate runbook for remediation
  • Leveraging capabilities of third-party orchestrator engines like Broadcom ITPAM, Microfocus OO, etc. for automated execution of scripts / workflows
  • Providing knowledge assistance in form of relevant knowledge articles from various sources (configurable) to the human agent working for faster resolution of a ticket.
  • In absence of a relevant runbook, automatically search and download relevant code snippets from various sources and present them to the SME for validation and customization for creation of a runbook

Some of the challenges that plague the traditional human-driven IT operations are as follows:

  • Lack of self-service mechanisms and limited channels of support leads to huge burden on IT functions and service desks leading to long wait times and inconsistent user experience
  • Unpredictable surge in IT related issues, employee, and customer requests due to the new remote ways of working
  • Understaffed service desks facing heat of compliance to SLAs while incoming incidents and service requests continue to rise
  • Delay in adoption of automation platforms due to:
    • High License and Implementation costs of automation
    • Long implementation timelines
    • Detailed workshops, lasting up to a week, to understand the process and identify automation potentials
    • Skilled SMEs to operate the ecosystem
  • Teams working in silos with no / minimal collaborations leads to increased ticket hops, thereby increasing resolution time
  • Resolution of repetitive issues leads to monotony and decreasing employee productivity

Intelligent Automation combines traditional runbook automation with ML, aimed at assisting the knowledge worker by automating repetitive, routine tasks. It mimics the activities carried out by humans, and learns from them over time to do the same set of activities much better. With introduction of NLP to the equation, systems are now becoming capable of understanding issues and recommending relevant solutions, triggering them automatically without human intervention.

A Runbook is a compilation of routine steps, based on standard operating procedure (SOP), available in a machine executable format, used to enable automation of workflows for achieving a defined objective.

DRYiCE iAutomate (iAutomate) is an Intelligent Runbook Automation product that brings AI and collaboration as key features into the automation domain. It delivers the power of ML and NLP through extensive use of proprietary NLP algorithms and knowledge analysis in conjunction with our industry leading orchestration engines. It provides robust, end-to-end incident remediation and event-driven task automation across infrastructure and application landscape by leveraging a repository of over 1500 configurable and reusable runbooks.

Runbook Automation is the ability to define, design, build, orchestrate, manage, execute, and report workflows that support IT systems and operational processes. The objective is to simplify and automate repetitive tasks in your IT environment, thereby reducing human intervention, minimizing human errors, and achieving higher levels of productivity.

Autonomic computing refers to the self-managing characteristics of distributed computing resources, adapting to unpredictable changes while hiding intrinsic complexity to operators and users.

Runbook Automation (RBA) is the ability to define, build, orchestrate, manage, and report on workflows that support IT system and operational processes.

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A Virtual Assistant (VA) is a software agent that assists a user based on commands or questions. These commands can be in terms of fetching required information, orchestrating a task, guiding the user, and essentially executing tasks on their behalf.

Virtual Assistants leverage NLP to converse with the user. Based on the interaction they assist the user with their query.

By the virtue of being a Virtual Assistant, they should leverage AI. However there are solutions and chatbots available which are rule based.

A Virtual Assistant which leverages Machine Learning (ML) and Natural Language Processing (NLP) can be referred to as an Intelligent Virtual Assistant.

Chatbot and Virtual Assistants are often used interchangeably. The difference lies in terms of their capabilities, Chatbots typically are suitable for single purpose tasks and function within a defined area. Virtual Assistants on the other hand learn while they converse with the user and allow sophisticated application.

A natural language is a human language such as English while an artificial language is a constructed language based on formal logic.

Speech recognition software can analyze the sounds you make by filtering what you say, digitizing it to a format it can “read”, and then analyzing it for meaning.

A virtual assistant can be configured to perform repetitive tasks based on commands and questions.

Natural Language Processing (NLP) is a field of Machine Learning pertains to the interaction between computers and human languages. Computer systems run NLP algorithms to process and analyze large amounts of natural language data.

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An enterprise that has footprint across both private (VMware/SCVMM) and public Clouds (AWS/ Azure) to drive digital and technological transformation, such adoption can be stated as a hybrid-Cloud strategy.

The initiatives that are taken to manage and deploy various Cloud resources or infrastructure components like IaaS and PaaS across these Cloud platforms, can be stated as hybrid-Cloud management or management of hybrid-Cloud infrastructure.

An enterprise that has footprint across multiple cloud platforms, irrespective of “State of hosting” including public Cloud or private cloud or both to drive digital and technological transformation, such adoption can be stated as multi-Cloud strategy. The initiatives that are taken to manage and deploy cloud resources across these Cloud platforms, can be stated as multi-Cloud management.

A solution that helps an enterprise to manage and govern multiple Cloud platforms, drive automation, increase visibility, and governance through, but not limited to,

  • Policy-driven optimized pricing and user access
  • Enabling Metering, Chargeback, and Showback for various business functions like HR, Finance, Marketing, etc.
  • Creating multi-machine images for large and complex deployments or repetitive similar tasks
  • Proactive reporting and analytics around cost optimization, security, fault, and performance of deployed workloads

Managing a hybrid-Cloud environment can be challenging. A must-have is enhanced visibility and governance around:

  • Policy-driven optimized pricing and user access
  • Deployment of cloud resources on native cloud platforms
  • Enabling Metering, Chargeback, and Showback for various business functions like HR, Finance, Marketing, etc.
  • Proactive reporting and analytics around cost optimization, security, fault, and performance of deployed workloads

DRYiCE MyCloud can help an enterprise in the management and deployment of IaaS and PaaS resources across a multi-Cloud environment ensuring optimized cost, strong governance, continuous utilization, and performance optimization.

The various challenges that are being faced by an enterprise while using multiple Cloud platforms and other products to streamline Cloud operations are as follows,

Cost Obligations:

  • Cost leakages due to lack of visibility around asset utilization or consumption patterns
  • Damage obligations due to non-compliance and lack of policy adherence
  • Increased operational overheads due to inconsistent processes and lack of automation in the end-to-end machine provisioning process

Diminishing Efficiency:

  • Low resource efficiency due to non-standardized interfaces for provisioning machines across Cloud providers
  • Significant effort involved in recurring and repetitive deployment of complex multi-machine environments
  • Inordinate delays due to inefficient manual procedures
  • High TATs due to multi-stakeholder and multi-level approval mechanisms

Risks:

  • Risk of security and data privacy breaches due to incoherent control processes
  • Risk of SLA breaches due to non-standardized processes for provisioning, controlling controls, and performance evaluation
  • Opportunity cost linked to long lead time due to delayed development, testing, and release cycles

DRYiCE MyCloud is a one stop solution to manage multi/ hybrid-cloud environment for an enterprise. It acts as a single glass of pane that can be integrated with multiple cloud platforms to increase control and visibility across the environment by leveraging its OOTB features like,

  • User data sync through AD (supports Form-based, LDAP and SAML 2.0)
  • Metering, Chargeback, and Showback
  • Resource tagging
  • Manage quota
  • Dynamic UI
  • Dynamic process workflows
  • Cloud resource optimization through a single login
  • Auto decommissioning
  • Policy-driven orchestration
  • Custom tables
  • Data security
  • Security and advisory reports

The initiatives that an enterprise takes to manage and deploy various Cloud resources or infrastructure components like IaaS and PaaS across its Private (VMware/SCVMM) and Public Cloud (AWS/Azure) platforms, can be stated as Hybrid Cloud Management or Management of Hybrid Cloud Infrastructure.

Managing a hybrid-Cloud environment can be challenging. A must-have is enhanced visibility and governance around

  • Policy-driven optimized pricing and user access
  • Deployment of cloud resources on native cloud platforms
  • Enabling metering, chargeback, and show back for various business functions like HR, Finance, Marketing, etc.
  • Creating multi machines images for large and complex deployments or repetitive similar tasks
  • Proactive reporting and analytics around cost optimization, security, fault, and performance of deployed workloads

DRYiCE MyCloud helps in management and deployment of IaaS and PaaS resources across multi Clouds ensuring optimized cost, strong governance, continuous utilization, and performance optimization.

 

CMP is a cloud management platform that enables users to manage the lifecycle of multi-cloud environments.

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Getting the data from multiple sources and enterprise tools and using that to deliver insightful reports via one interface is termed as Unified Reporting. It drives continuous improvement in an enterprise across utilization and performance and enables fast and informed decision making.

Unified Reporting provides a 360-degree view of entire operations. A unified reporting product can ingest and analyze data from multiple sources and produce insightful and actionable reports in a custom role-based view. This helps in identifying the gaps and taking relevant actions to bridge them, thereby improving operational efficiency. It can be taken further if the product is capable of generating predictive analytics and can flag something beforehand which may cause larger business damage if not prevented or stopped earlier.

A dashboard refers to a view which can be role-based and may have a collection of multiple report widget. Each widget can be seen as an individual report. For example- a dashboard for a CEO may look completely different than the dashboard for a Project Manager and will have a different set of reports published.

This is just one way to look at it. There could be multiple definitions.

There are several benefits that a custom role-based dashboard might deliver, some are,

  • Complete visibility into IT operations
  • Enhanced decision making
  • Performance tracking and optimization across people, assets, and resources
  • Identification of system and process gaps
  • Predicting SLA breaches and taking proactive steps to avoid them
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Users at the workplace face range of issues with their machines like slow PCs, inability to connect to the internet, difficulty in searching plug-ins, crashed applications, and so on. In most cases, they don’t even report these problems or they get accustomed to them. In addition to this, users might be familiar with using the latest devices in their personal lives while unfortunately, their employer might not be able to provide them the same latest tech.

These problems result in lower productivity, increased cost of management, and higher service help desk calls. Thus, investing in tools that allow the end-user environment to be better managed would significantly reduce IT costs and enhance end-user experience. Unfortunately, in most enterprise the end-user enablement solutions fail to provide a unified and seamless experience while using machines and only offer loosely coupled automation for remediation of issues.

DRYiCE OptiBot can help in workplace optimization through faster remediation of issues explained above with its self-healing functionalities, thereby reducing IT support cost and lowering productivity downtime for employees.

DRYiCE OptiBot is focused on optimizing service and support operations by equipping service desk operators to respond to multi-channel support requests effectively. Armed with highly advanced tools enterprises can eliminate factors that negatively impact productivity, reduce expenses, and offer multiple value-added services to the end-users while enjoying sustainable growth. It is highly scalable, extensible, and can be deployed across systems to optimize operational efficiency, reduce costs, save time and effort.

Employees often resist any technologically advanced alternative to a process that they are used to and have been following for a long time. Even if the leadership resorts to internal marketing programs this resistance keeps employees from even giving this new entity a chance. DRYiCE’s Behavior Change Management Program is a comprehensive program to drive adoption led by gamification in a customer environment.

DRYiCE works closely with the customer to draw out a targeted change management program, that helps by providing not only the right solutions to the user but also an elaborate framework to take adoption to desired levels. Depending on customer requirements, DRYiCE also creates marketing material like flyers, posters, danglers, etc. that are aligned to adoption and communication strategy that is formulated with the enterprises’ leadership. Our Behavior Change Management framework helps in internal marketing/branding of the product thereby driving adoption, increasing productivity of the end-users, and bringing out maximum benefits of DRYiCE OptiBot.

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Regulatory compliance is an organization's adherence to laws, regulations, guidelines and specifications relevant to its business processes

1. Quicker impact assessment and faster response
2. Increased resilience and minimized risk
3. Clear dependencies and ownership 

Process Management refers to aligning processes with an organization’s strategic goals, designing and implementing process architectures, establishing process measurement systems that align with organizational goals, and educating and organizing managers so that they will manage processes effectively.

Some of the key features of process mapping software:

1. Flow Designer
2. Business Schedule
3. Real-time performance tracking
4. Operational Reporting
5. Anomaly Detection
6. Dash boarding
7. Impact drilldown
8. Service Intelligence

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IT Service Management (ITSM) refers to all the activities involved in designing, creating, delivering, supporting, and managing the lifecycle of IT services.

Service management is integrated into supply chain management as an intersection between actual sales and customer point of view. High-performance service management aims to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain.
Implementing ITSM can help regularize processes through structured delivery and documentation. ITSM implementation also helps in saving costs by building a predictable IT organization. Implementing ITSM has business benefits by bringing actionable IT insights into business decision making.

 ITSM is important for a variety of reasons:

  • Implementing ITSM can help regularize processes through structured delivery and documentation.
  • ITSM implementation also helps in saving costs by building a predictable IT organization.
  • Implementing ITSM has business benefits by bringing actionable IT insights to the business that help in decision making.

Enterprise Service Management (ESM) is the ability to manage processes across numerous lines of business from a single application that is flexible enough to handle everything. This could include IT, Human Resources, Facilities, Fleet, Case Management, Project Management, and even some aspects of Accounting—really any department that provides some sort of service, which is generally delivered through an enterprise service management software platform. 
IT professionals will recognize ESM as essentially an expansion of the already understood concept of ITSM to the broader enterprise. ITSM has allowed organizations—and more specifically, IT teams—to figure out how to automate and streamline many critical service functions. This same principle is now being applied to services and solutions provided by other departments within an organization.

ITSM process helps enterprises manage IT services. Enterprises need to manage the service's capabilities, how it performs, changes to it, and what happens when it experiences problems. Here are some vital ITSM processes:

  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Availability Management
  • Capacity Management
  • Knowledge Management
  • Asset and Configuration Management

Benefits of implementing ITSM processes range from IT-specific to business-level benefits:

IT benefits:

  • Increased IT efficiency and productivity through defined roles and responsibilities
  • Process implementation based on best practices
  • Increased support to counter regulatory and compliance challenges
  • Increased visibility and understanding of IT services
  • Reduced incident lifecycles

Business benefits:

  • A better understanding of business needs
  • Higher IT service availability levels for higher business productivity
  • Increased value and cost-efficiency
  • Manage expectations better
  • Reduced impact of incidents on the business

IT Infrastructure Library (ITIL) is a framework of best practices and recommendations for managing enterprise IT operations and services. It was commissioned by UK Government's Central Computer and Telecommunications Agency (CCTA) in the mid-1980s. ITSM processes, when built based on the ITIL framework, pave the way for better IT services and improved business. ITIL is a set of guidelines for effective IT service management.

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DRYiCE ROAR ("ROAR") collates data from multiple sources and processes it to create a single-source-of-truth, or Golden Configuration dataset for populating downstream applications in billing, service management, software, and inventory management. It is a robust product that ensures that the correct data is available to business decision makers in the right way at the right time. It has the following key features:

  • Robust computational engine to integrate and reconcile data from a broad range of sources automatically and consistently.
  • Structured methodology to create and maintain an accurate and complete data repository with minimal/no manual intervention.

End-to-end Data lifecycle management creating a Single-System-Of-Records (SSOR).

ROAR seeks to store relevant operational data from various data sources and subjects it to a three step process to build a data repository that can be considered as a single-source-of-truth for client’s IT environment.

Step 1: Normalization

  • Standardizes data by replacing alternative representation of the same data entity with normalized values
  • Homogenizes records for data consistency

Step 2: Aggregation

  • Converts data from multiple sources into single source of consolidated and accurate records

Step 3: Reconciliation

  • Identifies billing components by pairing resource components with correct resource units

Resource Unit Management Database (RUMDB), a data repository of discrete units of consumption of billing components or Resource Unit (RU) is created.

ROAR offers basic reporting capabilities along with advanced reporting as an add-on option. Basic reporting covers operations related reports generated from the aggregated golden dataset; while advanced reporting leverages data from all data sources to generate exhaustive reports and dashboards with  drill down capabilities.

There is no limit on the number of data sources in ROAR. We recommend to use as many data sources as possible; More the number of data sources, more precise and accurate are the results. Size of data also, does not restrain our processing and we can support millions of records at a time.

ROAR is a SaaS based solution, it does not entail any prerequisites and can be accessed seamlessly using the web client. With ROAR, IT does not have to invest resources on quality tools, we can fetch data from all available data sources. Customer’s existing IT infrastructure is carefully assessed by our seasoned experts to identify the right data sources. The key lies in leveraging existing hardware & software data to easily consolidate legacy and non-legacy data sources in a highly flexible environment.

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XaaS is a general, collective term that refers to the delivery of everything as a service. It pertains to the vast number of products, tools, and technologies that vendors deliver to users as a service over a network - typically the internet -rather than provide locally or on-site within an enterprise.

XaaS in Cloud refers to a broad category of services related to Cloud computing and remote access. With Cloud computing technologies, vendors offer companies different kinds of services over the web or similar networks. It could comprise of Software as a Service (SaaS) with cloud providers offering individual software applications. Other terms like Infrastructure as a Service (IaaS) and Communications as a Service (CaaS) were added as cloud services evolved. The consumer of this service can choose to install applications and services that they need in Cloud- data backup and recovery, content management, database, cloud storage, communications, monitoring, backend, payments, and even malware.

With As-a-Service models the need for costly, protracted implementations are shifted to subscription-based technology designed to reduce upfront IT spend, enhanced client flexibility, as well as giving access to the latest technologies. All this is accomplished while the As-a-Service provider maintains its infrastructure entirely.
As-a-Service models include PaaS (Platform as a Service), SaaS, IaaS, and many more that provide health visibility and insight across hybrid environments.

XaaS includes all the services that a customer can order over the internet.

Under IaaS– enterprises need to store data and make it available to end-users. Hosting and maintaining server and network equipment, taking care of self-owned infrastructure, employing specialists may take much time and money. To reduce operating costs, enterprises can order a server (hosting service) or a space in a data-center or can rent computing resources such as CPU kernels, RAM, etc.

  • Cost savings and optimization
  • Access to top-level services
  • Increase the agility of the system
  • Maximize ROI
  • Scalability and flexibility
  • Innovate business
  • Continuous technological updating
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When it comes to leveraging various tools and technologies to drive business, IT, and operational processes, organizations have multiple options. Either they can own, host, deploy and manage them on their own, or they can consume it through a Managed Platform. In case they opt for the latter, it puts the onus on the Platform provider to manage the tool – the cost of licenses, deployment, hosting, hardware, upgrades, etc. This way the client organization can just consume the services available on a pay-per-use basis.

A Managed Services Provider manages and assumes the responsibility of providing a defined set of services to its customers. In the IT ecosystem, there are a range of services that are offered like Application Development and Maintenance, Engineering and R&D Services, Digital Process Outsourcing, Infrastructure and Application Operations, Cybersecurity, Cloud Management, Governance, Risk and Compliance, IoT, to name a few.

Flexibility and scalability are crucial to aligning IT operations with the changing needs of business and also to attain greater speed to market. Managed services help the organizations to focus on important areas of business rather than worrying about keeping the lights on, not only that but also provides value-added services such as business process consulting, solution enhancement, data estate assessments, and more.

The first thing to look for in a service provider is its technical capabilities and experience in working with different industry domains. Also, find out about their certifications, and partnerships to understand their technological capabilities. Further, check if they have the potential to support all complex software infrastructures including Cloud and hybrid-Cloud. Finally, you can also check for clients they have previously worked with or ask them to provide references of previous work.