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New tricks with IBM ChatOps :
Achieve Site Reliability Engineering operations with
legacy solutions
Cloud Service Management and Operations (CSMO)
Environment Ops
DevOps
Site ReliabilityEngineering
Service Management,
ITIL, IT4IT, ZeroOutage
IT Operations and Administrators
• Quickly set up & manage modern, flexible, and compliant hybrid clouds
• Integrate with new & existing management tools and processes
By nature, IT operations and developers have opposite goals
Todd
Operations / Admin
Responsible for infrastructure, security, and management of the environment.
Jane
Enterprise Developer
Responsible for modernizing existing applications and creating new Cloud Native Workloads.
Both development and IT operations need to meet business demands:
Developers
• Rapidly create new applications, optimize existing ones, and securely connect their applications with data and services across all clouds
IT Operations and Administrators
• Quickly set up & manage modern, flexible, and compliant hybrid clouds
• Integrate with new & existing management tools and processes
Todd
Operations / Admin
Responsible for infrastructure, security, and management of the environment.
Jane
Enterprise Developer
Responsible for modernizing existing applications and creating new Cloud Native Workloads.
Both development and IT operations need to meet business demands:
Developers
• Rapidly create new applications, optimize existing ones, and securely connect their applications with data and services across all clouds
By nature, IT operations and developers have opposite goals
Todd
Operations / Admin
Responsible for infrastructure, security, and management of the environment.
Jane
Enterprise Developer
Responsible for modernizing existing applications and creating new Cloud Native Workloads.
Both development and IT operations need to meet business demands:
Developers
• Rapidly create new applications, optimize existing ones, and securely connect their applications with data and services across all clouds
IT Operations and Administrators
• Quickly set up & manage modern, flexible, and compliant hybrid clouds
• Integrate with new & existing management tools and processes
Jane
Enterprise Developer
Responsible for modernizing existing applications and creating new Cloud Native Workloads.
Both development and IT operations need to meet business demands:
Todd
Operations / Admin
Responsible for infrastructure, security, and management of the environment.
Change that can be managed Stability that enables change
Unified, flexible, CSMO toolchain
Dedicated Ops tools vs ChatOps
Dedicated ITSM tools vs ChatOps
Instant Collaboration between SMEs …• Various Operations roles• Developers• Vendor / Provider
… and between Humans and Applications (ITSM, DevOps, etc.) through Bots
Solving thorough „Swarming“
Persistent audit of communication
Traditional
Help Desk tools
L1
L2
L3, SMEs
Modern
ChatOpstools
Plus• Email• Phone• Bridge Calls• Instant Messaging
(Skype, WhatsApp)• …
+ Physical War rooms
MicrosoftTeams
Incident Management Tool Chain
Monitor(Multiple Clouds) Analyze Plan Execute
Monitoring
Notification CollaborationEvent
Management
Runbooks
Dashboards & Reporting
Ticketing & Trending
Logging
Datalake &
Analytics
TracingIncident
Incident Management Tool Chain with ChatOps
Monitor(Multiple Clouds) Analyze Plan Execute
Monitoring
Notification CollaborationEvent
Management
Runbooks
Dashboards & Reporting
Ticketing & Trending
Logging
Datalake &
Analytics
TracingIncident
What is ChatOps?
Operations
Chat BotsCollaboration
platformPlatform based
Consumer to BusinessBusiness to Business
Dedicated app/website
Consumer to BusinessBusiness to Business
Individual app/website.No sharing or collaboration
Siloed Operations
Non-operationalcollaboration
CHATOPS• Human-human collaboration• Simple automations• Advanced automations
IBM Cloud / ChatOps / November, 2018 / © 2018 IBM Corporation
Forrester Reasearch : ChatBots for IT Operations 2019
The inherent benefits of ChatOps in modernizing operations, DevOps and SRE
Integrate your tools. Simplify your processes. Automate everything.Higher Transparency & Efficiency Lower Costs Better MTTR and other KPIs
For existing Operations personas:• Operators• Site Reliability Engineers• Level 1-2-3 support
For new personas:• Developers• Managers• Line of Business Owners• Subject Matter Experts
Benefits• Availability of tools in a familiar environment, improved
ramp-up time and reduced friction to adopt new tools.• Reduced dependence on traditional operations
personas, more collaboration.• Use your own tools in the new platform. • Gain the benefits of a dynamic & flexible collaboration
platform in parallel to traditional process-oriented tooling – more transparency.
Benefits• Reduction of “Waste by Motion”
No needless context-switching between tools,easier and closer collaboration between humans.
• Reduction of “Waste by Transport”No copy/paste between tools, faster access to information (swivel chair operations)
• More opportunity to learn from others.
Jane
Enterprise Developer
Todd
Operations / Admin
13
Entry points will be different from organization to organization. Some stages may be skipped.
Entry points into ChatOps
Ad-hoc human-human collaboration
Examples:
• Communication using phone calls, conference calls, WhatsApp/SMS, etc…
• Physical co-location for war-rooms, etc…
Business Value:
• This is the way we’ve always done it, comfort zone
OperationsSupport level 1,2,3
Subject MatterExperts
Developers
Silo Silo
Before ChatOps
Netcool Operations Insight / Cloud Event
Management
IBMMonitoring
AlertNotification
others…Prometheus
Grafana 3rd
Party Solutions
Slack MatterMost Microsoft others…Teams
• Human-to-human collaboration.CSMO tooling remains the same.
• Slight change to processes.• Create dedicated channels for
Sev1 incidents• Document activities in
collaboration tool
• Business Value:• Persistent record of
incident• Remote/Virtual
war-room• Clear communications• Reduce Mean Time to Know
Netcool Operations Insight / Cloud Event
Management
IBMMonitoring
AlertNotification
others…Prometheus
Grafana 3rd
Party Solutions
ChatOps level 1
ChatOps level 2a
Slack MatterMost Microsoft others…Teams
Incoming integrations
• Human-to-human collaboration. • Monitoring tools send notifications and
information to collaboration tool.
• Slight change to processes:• Send event information to channel
automatically• Send closing event when incident
is resolved• Send notification of new deployment,
issue, pull request, etc…
• Business Value:• Reduction of
Mean Time To Detect,Mean Time To Inform
Netcool Operations Insight / Cloud Event
Management
IBMMonitoring
AlertNotification
others…Prometheus
Grafana 3rd
Party Solutions
ChatOps level 2b
Slack MatterMost Microsoft others…Teams
Outgoing integrations
• Human-to-human collaboration. • Pull data from monitoring tools
into collaboration tool.
• Slight change to processes.Examples:• Query CMDB for information• Query Ticketing system• Query Metrics
• Business Value:• Reduce Mean Time to Identify,
Mean Time to Know
Netcool Operations Insight / Cloud Event
Management
IBMMonitoring
AlertNotification
others…Prometheus
Grafana 3rd
Party Solutions
ChatOps level 3
Slack MatterMost Microsoft others…Teams
• Human-to-human collaboration. • Automated interactions with monitoring
tools from within collaboration tools
• Larger process changes• Update ticket/event status• Execute runbooks and view
responses
• Business Value:• Reduce Mean Time to Identify,
Mean Time to Know, Mean Time to Repair
Netcool Operations Insight / Cloud Event
Management
IBMMonitoring
AlertNotification
others…Prometheus
Grafana 3rd
Party Solutions
• Human-to-human collaboration. • Bots interact with humans and tools
within the collaboration channels.
• Larger process changes:• Relay conversation into ticketing system• Monitor for key words and send updates• Update Knowledge Base• Improved interactions (Virtual agents)
• Business Value:• Processes are streamlined, manual
toil is replaced by automation.• Addition of security/RBAC layer• Continuous improvement and
learning.• Leveraging ChatOps between processes
ChatOps level 4
Slack MatterMost Microsoft others…Teams
Netcool Operations Insight / Cloud Event
Management
IBMMonitoring
AlertNotification
others…Prometheus
Grafana 3rd
Party Solutions
• Human-to-human collaboration. • Interact with monitoring tools from
withincollaboration tools.• Bots interact with humans and tools
within the collaboration channels.
• Cognitive bots (Cognitive virtual agents).• Recommend solutions and/or
participants based on history/Knowledge Base
• Recommend channels wheresimilar discussions took place
• Business Value:• Continuous improvement
and learning.• Easier on-boarding of processes
ChatOps level 5
Slack MatterMost Microsoft others…Teams
Netcool Operations Insight / Cloud Event
Management
IBMMonitoring
AlertNotification
others…Prometheus
Grafana 3rd
Party Solutions
1
1
2
3
44
7
5
5
6
6
6
Incident Lifecycle with ChatOps
Demo time!
Manage-toIBM Cloud SystemsEdge
Management services
Runbooks DashboardsMonitoring
Topology AIOps DevOps Tickets
Manage-From Environment
NOI
Omnibus ImpactMessageBus
Probe
Architecture : The “old dog”
Manage-toIBM Cloud SystemsEdge
Management services
Runbooks DashboardsMonitoring
Topology AIOps DevOps Tickets
Manage-From Environment
NOI
Omnibus ImpactMessageBus
Probe
The first new trick
1. Send Events Slack
2. Respond to direct commands
3. Respond to key words
Manage-toIBM Cloud SystemsEdge
Management services
Runbooks DashboardsMonitoring
Topology AIOps DevOps Tickets
Manage-From Environment
NOI
Omnibus ImpactMessageBus
Probe
The 2nd new trick
Slack
Hubot
1. Send Events
2. Respond to direct commands
3. Respond to key words
Manage-toIBM Cloud SystemsEdge
Management services
Runbooks DashboardsMonitoring
Topology AIOps DevOps Tickets
Manage-From Environment
NOI
Omnibus ImpactMessageBus
Probe
A 3rd new trick
Slack
HubotCloud Functions
4. Respond to buttons and dialogs
1. Send Events
2. Respond to direct commands
3. Respond to key words
Manage-toIBM Cloud SystemsEdge
Management services
Runbooks DashboardsMonitoring
Topology AIOps DevOps Tickets
Manage-From Environment
NOI
Omnibus ImpactMessageBus
Probe
Trick #4
1. Send Events
HubotCloud Functions
4. Respond to buttons and dialogs
5. Update events
Slack
2. Respond to direct commands
3. Respond to key words
Manage-toIBM Cloud SystemsEdge
Management services
Runbooks DashboardsMonitoring
Topology AIOps DevOps Tickets
Manage-From Environment
NOI
Omnibus ImpactMessageBus
Probe
What a good dog!
HubotCloud Functions
4. Respond to buttons and dialogs
5. Update events
6. Execute commands
1. Send Events Slack
2. Respond to direct commands
3. Respond to key words
Manage-toIBM Cloud SystemsEdge
Management services
Runbooks DashboardsMonitoring
Topology AIOps DevOps Tickets
Manage-From Environment
NOI
Omnibus ImpactMessageBus
Probe
Many good dogs!
HubotCloud Functions
4. Respond to buttons and dialogs
5. Update events
6. Execute commands
1. Send Events Slack
Mattermost
MSTeams
Previous Process: 15 minutes
Identify system-
related or server-
related acronyms
Current process: 20 seconds
97.8% reduction in operational effort
Contact
Change and
Release
Management
Extract report or
consult Maximo
databases
Identify possible
offensive changes
Identify the
affected business
service
Interact with the
robot by command
Transfer information
to Incident
Management
Real Case
ChatOps level 2b –Pulling information into collaboration channel
IBM & Customer confidential
Collaboration commands Cloud Services
Grafana
Netcool
App commandsSQL
PowerShellnode-omnibus
HTTPS (REST)
HTTPS
HTTPS
INTERNET
DMZ Webhooks
CEMEXNET
Customer and IBM Confidential
ChatOps level 4 –Processes starting to change, Bots and automation leading to much higher velocity and transparancy
Further reading and questions
Existing lab material:http://ibm.biz/csmo-chatops-lab
Reach out to me directly for material that’s in developmentbrobert@il.ibm.com / @flyingbarron
ChatOps and the Moon Landinghttp://ibm.biz/csmo-apollo-chatops
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