Accelerate customer experience with ChatOps 1/1/2019 5:29 PM THR1077 Accelerate customer experience with ChatOps Rocky Rashidi Product Manager - ChatOps Micro Focus ITOM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Challenges for Today’s IT Ops Professionals Reactive: Involve more people and tools than needed Takes Too Long for Incident Resolutions Reuse Fire-drill response to incidents Involve more people than needed Operational silos prevented cross- boundary collaboration Unable to save incident resolutions for reuse

Smart Incident Response Needs of IT Ops Smarter approach in assembling the right people, best tools and data at right time Smart Incident Response Cross-boundary collaboration of people, process, tools and automation Speed Resolve once, re-use next time; Automatically document entire incident resolutions in a transparent, repeatable fashion Reuse

What is ChatOps? Cultural change and a technology change ChatOps is bringing in the work you are already doing inline with the context of the conversations you are already having.

Accelerate customer experience with ChatOps Operations Bridge Hybrid Cloud Management IT Service Management Automation Data Center Automation Network Operations Management Help Desk Collaboration tool ITOM Suites IT Ops Group Chat Group Chat Development ChatBots Line of Business

IT Operations Management Suites Simple, integrated, easy to consume Hybrid Cloud Management Data Center Automation Operations Bridge Network Operations Management IT Service Management Automation DevOps ready, multi-cloud management and orchestration Comprehensively automated data center Autonomous operations with actionable insight for stakeholders Service management for enterprise networks Self-service, intelligence-driven fulfillment

How we do ChatOps Collaboration Context Cross-Domain People Process Tools Context Reuse of Remediation Intelligence Cross-Domain Complementary Value-Add

Case Study: The University of Pretoria Business Benefits 19% decrease in MTTR  Saved 2,400 person-hours – retention, advocacy Challenges Takes too long to resolve incidents Reactive response Improve Help Desk speed/efficiency Increase team agility & responsiveness. Objectives Resolve incidents faster Proactive service Reuse shared knowledge, prior remediation Improve team agility via collaboration. “Open” to “In progress” time reduced by 41%  Improved SLAs and MTTR -- retention 62% increase in updates  Publications + Retrospection Reuse of remediation up by 8%

Demo Rocky Rashidi 1/1/2019 5:29 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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1/1/2019 5:29 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.