Disruptive Seasons Spring 2022 – Austin Pierson and Science Logic
Austin Pierson: Hi. My name’s Austin Pearson. I’m a client director at Science Logic and I’m here today to talk to you a little bit about transforming I.T. for today’s digital operations, which is something that I’ve been involved with customers for over 20 years now…
Austin Pierson: Hi. My name’s Austin Pearson. I’m a client director at Science Logic and I’m here today to talk to you a little bit about transforming I.T. for today’s digital operations, which is something that I’ve been involved with customers for over 20 years now and helping them modernise their I.T. Operations.
Now, why is this important? Well, today we’re trying to get to speed with digital how can you get to market quicker than you are today? How can you innovate? And how can you do that without blowing up your costs? Right, and when I talk to I.T. leaders, there are three things that really stop them transforming their I.T. operations into the speed and Cost that they need to be competitive today that first thing is the cost of data operations, right? That cost is huge because today operations in I.T. is so much more complex than it Was previously you go back ten, 15 years, you had physical servers in the datacenter each application sat on a different server you knew where things were today to get to speed we’ve moved things to the cloud and we’re still running things on premise that move around all the time things that are spun up like containers that might be there for a few minutes or a few hours, and then they come back down again and there might be hundreds or even thousands of them in some cases and even in an on premise situation, you know, it’s something as simple as VMware is moving around between data centres and things are coming and going all the time and we’re trying to turn things off as much as we can to keep costs down and that means it’s a lot harder to find a problem when things go wrong and therefore it costs you a lot more people to be able to do that.
The second problem is, of course, that leads to a bad customer experience with digital today we all want an immediate fix when something goes wrong We just want to pick up our phone we want to download the app, we want to go on a website and we get a car insurance quote. If we can’t do it, we move on to the next one so if it takes us hours or even days and there’s been some recent examples. The likes of British Airways and Santander both had some pretty bad outages in the last couple of years and the customer experience is bad and they will then move on to somebody else so we need to try and work out how we fix that problem and of course the biggest kind of problem with all of this is that we don’t have the right data in I.T. to be able to give our operations folks the information they need to be able to fix that problem quickly and improve that customer experience because we have so many different tools and so many different silos and you know, those tools have been great over the years, but these days they’re not what we need to deliver the best digital experience so let me give you a couple of examples where we’ve worked with clients recently and help them really deliver some huge improvements in I.T. operations.
So there’s four examples on the screen I’ll pick on cisco first because I’m sure we’ve all used Cisco equipment at some point in our life. So Cisco’s managed service sits behind a lot of the biggest businesses in the world, runs their network, contact centre, things like that. When Cisco came to us, they were looking to transform their business digitally, push their partners and their customers to transact digitally with them and their aim was to get to be able to transact $200,000 a minute through their websites and digital channels, if they could, at their peak times so to be able to do that and we found that it took them on average 2 hours and 20 minutes to fix things when something went wrong. For Cisco somewhere in their enterprise and that’s actually not too far too fast a fact compared to a lot of enterprises that I’ve worked with right?
But at $200,000 a minute in downtime that two hour waiting 2 hours to fix something clearly isn’t going to work so what we’ve helped them do is simplify that toolchain and I’ll talk more about it in a minute and from 60 tools down to four and then we automated a lot of what level one and level two did which meant that they could take a lot of photos out of that repurpose them elsewhere in the business, and that’s helped them save $14 million annually and they’re now down to 6 minutes is their average time to resolve issues in their new digital operations. And in fact, when I spoke to them a few weeks ago they told me that 85,000 incidents, science logic, auto resolved. There was no people involved at all. So within a few seconds, the incident is created, resolved and everything is done and dusted, which is pretty cool. And there’s plenty of other examples that you know where with us today so or connect the media outlet you know they’ve we helped them get a 38% reduction in their tickets that were worked by staff with fleet cool there are 38% fewer incidents and those incidents they can resolve 71%. Faster.
And with liberty life insurance down in South Africa, we help them reduce their P1 incidents by 98% so 451 our improvement so lots of great stories that we can do this stuff. So how do we do this? So we do this with a single code-based technology, and that has been around for 18 years that we’ve developed ourselves and through our co-founders who were head of operations just like you and they had access to all the tools in the world and when something went wrong, they said, Great, I’ve now got 18 screens of red how do I get this incident to the right resolver group first time? And of course 50% of the time they can do that and by the time they got it to the right home and those people started pinging devices and looking up the top ten business running processes things had changed from when the incident happened. So it said, got to be a better way to do this and that way is at the science logic way where we provide this single code-based tool that allows you to firstly discover automatically what you’ve got in your environment and we use 18 plus different protocols to discover over 6400 device types out of the box, as well as being able to extend that to crazy things like we monitor the International space Station and the Mars rover. Says nothing we can’t get to it as long as we can programmatically get at the data.
So once we discover that and then we automatically turn on best practise monitoring so that you can see what is happening across your infrastructure off the shelf applications and cloud environments. We then use our power map technology, which is the same single code based tool to add context to that so how are these devices and cloud services talking to each other? So which server talks to which database talks to which network device or which storage device? So we build up this map in real time. You don’t have to manually do that. And that gives you two great things how to reduce your incidents caused by change, because you can see in real time the impact that a change in any particular device is going to have on your IT environment you can plan properly but secondly, it gives us the power to be able to say straightaway, Hey, we can see that, for example, this router has gone down and it’s connected to these VMs. Well, when that router goes down, you don’t care how much, you just care about the router.
So we’ll automatically suppress those events and we want that and therefore we’ve told you exactly the C.I. that is causing the problem. The third part of the piece of the jigsaw is our automation, again, built in to exactly the same code base, which is allows you to at the time of the event, use one of our 500 plus automations to go and ping a device do a traipse through run some OSPF queries, grab the top ten busiest running processes or firewalls, whatever it is and even take action like restart a service automatically which may well fix the problem and of course, all of that we are feeding into your ITSM to be that show well or service now remedy or whatever it is so within a minute of an incident occurring the Right Resolver group is looking at all the information that they need to be able to solve that problem or it’s already been resolved and that’s the hardest piece of the jigsaw to get the right information to the right person, and then, they’ll be able to solve that within a few minutes, get rid of the war rooms away we go. Now, you’re working at digital speed. Now, there’s one other thing that’s really, really important in this, is that the journey that you go on to success, right, the way that we work with clients is to Really analyse your data so we’ll take six months worth of incident data from you and look at where you’re spending the time is it the every day your guys are and goes out looking At the top ten biggest falls and trying to decide which ones to delete? Or is it that you’ve got p1 paralysis where you’re in war rooms all the time will do that work and look at the real data from you to work out what can be addressed, and give you some quick wins. We then go through what we call our clarity workshop, which really brings the whole company together and really works on an important part of the project, which is the culture from day one for a project like this to be successful, And transforming I.T. Operations. Everybody needs to know what they’re trying to achieve from the sea level down to the level one who is doing the work. So we bring you together to help understand your processes and help you build a realisation plan and an outcome document that says in order for you to deliver teach to operations at speed. Which is going to improve your profit stability and improve your score, then you’re going to need to improve these processes, put these new technologies in place, and this is how you’re going to do it to get to those outcomes and that’s the stage where we get into proof points, where you go talk to some of those customers I mentioned earlier, Or many of our other ones, or we do a proof of technology with you that proves that we can help drive out those pain points so the last thing that I want to leave you with is one of my favourite quotes from Henry Ford which he says, If I’d ask the public what they wanted, they would have said a faster horse and every time I talk to an I.T. Leader at the moment, they talk about IOPS. And iOPS for most people says, let’s put a layer of magic over all of the bad data that you’ve got from running your I.T. operations and in a not as effective way as possible over the last 20 years or so and try and make sense out of it. And that’s really attractive, right? Because you don’t have to do a lift and shift, but it’s never going to get you to the outcomes that we’ve talked about that we delivered for those four customers and many more. If you want a faster horse in that route, but we would suggest start with the data, let’s have a look. And then let us try and help you transform your digital operations to be best in class thank you very much for watching today. I really, really appreciate you taking the time out of your busy day and I hope to meet you in person and so that I can help you on your digital operations journey.