From the Author of The Agile Architecture Revolution

Jason Bloomberg

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Loom Systems: Applying AI to IT Ops Log Data to Improve the Customer Experience

An Intellyx Brain Candy Brief

What would happen if an organization could parse its operational logs in real-time to identify issues and errors that might otherwise go undetected, but which could have a significant impact on the customer experience? In many cases, these kinds of issues run rampant in enterprise organizations, but those organizations simply do not have the resources or means to track them down and resolve them effectively. But in the experience economy, this is becoming a costly problem.

Using technology developed for defense applications, Loom Systems is applying AI technology to help IT teams identify and connect the dots between operational issues and their impact on the customer experience. Using unsupervised learning approaches and their proprietary set of heuristics, they can ingest log data from nearly any source and rapidly identify potential service anomalies.

While there are a number of organizations applying various AI techniques in the IT operations space, Loom Systems recognized that most of them were focused on identifying significant trends via intelligent event correlation. While the company’s technology will identify major impacts as well, what sets it apart is its ability to automatically identify micro trends that may only be affecting a small number of customers, but which may have a big customer experience impact.

The company’s focus on the business impact of operational issues is also manifest in its ability to automatically identify issues that may span the customer journey as the customer traverses multiple systems. Moreover, using its AI-powered interface, the company connects logline errors with insights and recommended actions from a dynamically-built knowledge base, enabling operations staff to more rapidly resolve the issues most critical to protecting the customer experience.

Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at pr@intellyx.com.

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Jason Bloomberg is the leading expert on architecting agility for the enterprise. As president of Intellyx, Mr. Bloomberg brings his years of thought leadership in the areas of Cloud Computing, Enterprise Architecture, and Service-Oriented Architecture to a global clientele of business executives, architects, software vendors, and Cloud service providers looking to achieve technology-enabled business agility across their organizations and for their customers. His latest book, The Agile Architecture Revolution (John Wiley & Sons, 2013), sets the stage for Mr. Bloomberg’s groundbreaking Agile Architecture vision.

Mr. Bloomberg is perhaps best known for his twelve years at ZapThink, where he created and delivered the Licensed ZapThink Architect (LZA) SOA course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, the leading SOA advisory and analysis firm, which was acquired by Dovel Technologies in 2011. He now runs the successor to the LZA program, the Bloomberg Agile Architecture Course, around the world.

Mr. Bloomberg is a frequent conference speaker and prolific writer. He has published over 500 articles, spoken at over 300 conferences, Webinars, and other events, and has been quoted in the press over 1,400 times as the leading expert on agile approaches to architecture in the enterprise.

Mr. Bloomberg’s previous book, Service Orient or Be Doomed! How Service Orientation Will Change Your Business (John Wiley & Sons, 2006, coauthored with Ron Schmelzer), is recognized as the leading business book on Service Orientation. He also co-authored the books XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996).

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting).