“AIOps systems integrate big data, machine learning, and analytics to improve IT operations by providing proactive and personal insights through monitoring, automation, and service desk tasks, while also allowing the usage of numerous data sources and data gathering methods. In theory, AIOps can reduce the expenses associated with IT concerns by providing faster remedies to outages and other performance issues.”
“Big data and machine learning are combined in AIOps to provide predictive outcomes that help speed up root-cause analysis (RCA) and reduce mean time to repair (MTTR). Your ITOps can improve over time by providing intelligent, actionable insights that support a better level of automation and cooperation, saving your company time and money.”
“AIOps solutions decrease the flood of alerts that inundate IT teams by learning over time which sorts of warnings should be given to which teams, decreasing redundancy and, as a result, boosting an IT organization’s capacity to be a valuable business partner. An IT operations platform with built-in AIOps capabilities can assist IT operations in proactively identifying and correcting possible issues with the services and technologies it provides to a business.”
#FOAI2022, Future of AIOps for Business. Group Futurista, January 2022.
High Performance Operations
with Human Centered Artificial Intelligence, HCAI
Jose de Francisco, Chief Designer I Nokia CNS, Cloud & Network Services
AI is not only revolutionizing commonplace enterprise operations and fostering digital transformation, but also transforming AI’s own design principles, and agile development and delivery practices in the process.
Human Centered Artificial Intelligence, HCAI, purposely sets-up nimbler interdisciplinary teams for success, so that brands can efficiently perform at greater scale, broader scope and unprecedented speed with customer centric practices.
Principled HCAI addresses highly adaptive operativeness, observability, traceability and explainability, progressive closed feedback loop optimization, all coupled with the behaviors that elevate governance and ethics to the forefront.
Jose de Francisco is the Chief Designer at Nokia Cloud & Network Services, a software leader in the global telecommunications sector, and Head of Nokia’s Chicago Innovation Center, an interdisciplinary R&D facility involving all of the company’s business groups. Jose is an award winning designer and his professional experience encompasses leadership responsibilities in strategy, product & service design, human factors engineering, product line management, new ventures and integrated marketing.
“This IDC PeerScape provides insights from three major organizations — Nokia, Netflix, and NASA — that are design thinking powerhouses. This document focuses on how to create the interdisciplinary teams, business value, and culture that is necessary to integrate design thinking into the enterprise. It should be read in conjunction with IDC PeerScape: Design Thinking Practices to Create Game-Changing User Experiences (IDC #US48405821) where the “how” of great design thinking is the focus.”
“Design thinking needs to be integrated into the capabilities of the enterprise to break away from unsuccessful IT initiatives and to move to delivering highly attractive and successful digital products and services, says Bob Multhaup, adjunct analyst with IDC’s IT Executive Programs (IEP).”
“This IDC PeerScape explores the mindsets of two highly successful design thinking practitioners and how they have advanced the art and science of design thinking to deliver groundbreaking customer experiences. The document not only focuses on exploring the professional craft needed to create value but also describes the design thinkers’ ultimate goal to go beyond pure innovation to best define and package a wide range of solutions into superior customer services that customers regard as compelling offerings.”
“The same approach that has gone into the design of many game-changing digital products can and should be employed by any organization dedicated to creating solutions that customers want and need, states Bob Multhaup, adjunct research advisor, IDC’s IT Executive Programs (IEP).”
“We should shift the goal of AI from creating pure undirected artificial intelligence to creating beneficial intelligence (…) so let’s start researching this today rather than the night before the first strong AI is switched on.“
Stephen Hawking. Reddit Science AMA Series, July 27, 2015.
I would first like to thank those of you who participated in the live AI session at Design Thinking 2021 this past month. Hope that the information and insights shared during our discussion were of value to everyone. I appreciate the positive reviews and the encouragement to keep moving in this direction. Some of you were interested in just understanding how to approach the subject, while others have been working on AI projects for years already and met in the hallway to continue the discussion.
The definition of ‘deep tech’ has evolved. Just for this discussion’s sake and in the context of this specific session, we can think of it as the set of technologies that are not directly developed for end user services. For instance, core research in quantum computing is set to foster pivotal advancements in computational thinking, which leads to game changing performance and capabilities in AI, unleashing new possibilities as a result.
Design wise, our work is driven by devising meaning. We look at benefits and drawbacks, opportunities and risks, and anything in between. These matters become quite tangible when architecting outcomes, which materialize when specific value happens to be created in the process.
That is different from just producing an artifact because we simply can. Design involves experimental undertakings as a deliberate practice. That was the reason behind positioning TOPP, Test Oriented Progressive Prototyping, in our session. TOPP’s concept is key to generating data, analytics, insights and decisions (learning and training in other words) in the realm of QXbD, Quality eXperiences by Design.
Value and quality are correlated. Both are evolving human considerations resulting from our experience with a given service doing some meaningful job for us. This thought applies whether the service is enabled by a conventional product or delivered as a pure play service as such. That statement remains true for physical, digital and hybrid solutions.
De-risking investments in advanced technologies and elevating the chances to succeed in the process can be best approached by ‘designing to value’ and, therefore, by being quality minded. It takes a purposeful human centric orientation, which is achieved by intersecting HCD (Human Centered Design) and HFE (Human Factors Engineering.) It makes not only sense, but it is of the essence in HCAI, Human Centered AI.
As discussed during the session at Design Thinking 2021, investing in ‘AI’s deep tech’ is a critical success factor, but not the only one. We now see a growing share of R&D being devoted to HCAI. System visualization, observability, explainability, intuitive programmability, ease of command and control… all being very relevant and the substance behind the list provided on page 24 in the presentation.
Trending-wise, that happens to be consistent across the board when looking at digital transformation projects. In a discussion with peers at MIT a couple of years ago, I learned that close to 50% of R&D is best devoted to human centric technologies, so that we can reap the benefits and make the most of digital solutions, which turns out to be instrumental to technological leadership. Our conversations at Design Thinking 2021 concurred.
I have made my deck available on the Design Thinking 2021 site, where those who registered for the conference have access to the event’s presentations. As usual, I have also posted a copy on my SlideShare and, this time around, the same file is also available from my LinkedIn profile. Glad to continue the conversation.
- Nokia Wins Design & Innovation Award @ Design Thinking 2021
- Design Thinking 2021: Conference Discount Code DT21_Francisco
- Design Thinking 2021: Digital Transformation Enterprise Award Finalist
- Design Thinking 2021: Design Leadership Award Finalist
- Design Thinking 2021: Driving AI/ML with QXbD, Quality eXperiences by Design