A Closer Look at How Security and BizOps are Redefining the Customer Journey
Deriving value from data is the goal of the digital revolution and software is at the center of it all, but how you deliver that data will determine whether your organization can capitalize on it or not. Monetization of data requires continually evolving in today’s digital landscape, and to accomplish this many organizations have embraced Agile and DevOps tools to enable a Continuous Integration and Deployment (CI/CD) pipeline for application development. BizOps takes this same philosophy to transform how the business operates.
Bringing the Concepts of DevOps to the Business
According to IDC, BizOps is “a decision support mechanism for connecting business functions together to enable smooth operation of the company. BizOps uses data-driven, cross-functional teams to optimize operations, restart stalled or failing digital initiatives, combine siloed projects, explore new ideas, or accelerate existing digital strategies.”
That is a mouthful, and to be honest, not very helpful – ever notice how analysts like to pontificate on topics without ever telling you how to turn their musings into useful, actionable tasks? Well, we are here to help. Broadcom introduced its own Digital BizOps platform at Gartner Symposium in Orlando to help organizations drive confidence, trust, and alignment to accelerate digital transformations at scale. We do this by combining IT business management, DevOps, AIOps, and Security into a unified system, powered by automation.ai – an AI-driven software intelligence engine.
Monitoring the Customer Journey using Digital BizOps
Broadcom Digital BizOps helps organizations accelerate their digital transformations by unifying several disparate disciplines to drive towards meaningful business outcomes. For example, take the consumer journey. First the organization has to woo the customer into trying their goods and services (the courting phase). Customers initially engage with organization (the honeymoon phase) and there are ongoing interactions (the marriage), and then there is abandonment (the divorce). The goal of any organization is to maximize the number of customers who engage and minimize the divorce rate. In today’s app economy, a customer can progress through all four phases in minutes.
The goal of the Digital BizOps platform is to gather data from IT Business Management, DevOps, AIOps, and Security, and to consolidate and analyze this data leveraging AI to increase transparency and alignment across business and IT. These meaningful insights help you to more effectively prioritize, increase development velocity, and improve quality and reliability needed to drive customer adoption and loyalty, and more importantly, identify potential problems and issues that could drive increased abandonment.
The Role of Security in Digital BizOps
How does security fit into Digital BizOps? Unlike children, security is not meant to be heard or seen. The best security is transparent to the user. Following 9/11, we all welcomed the increased security at our airports, but over time we have grown to hate the additional friction that it causes. We understand the need to continue to have this security, but it frustrates us to no end. The same is true in the app economy, except that people are unwilling to suffer through security that is hard, inconvenient, or adds too much friction. We want to be protected, but we also want it to be easy.
So, how you implement security can impact the customer journey, and this data needs to be captured within the BizOps dashboard. However, it is not just about friction. Many of your security is transparent and invisible to end users, but it is there, and it is capturing vast amounts of data – data that could be analyzed for patterns. For example, the business sees increased challenges being issued to users. Analyzing this data could lead to meaningful insights, such as when a new iPhone is released, we see a 50 percent increase in “unknown device” challenges, which corresponds to a 15 percent increase in user or transaction abandonment. Security can also often detect peak loading conditions, as authentications and calls to backend directories or databases increase beyond specific thresholds. These could be indications that additional capacity should be added, especially if historic data suggests that as performance slows, abandonment rates increase.
Digital BizOps is a solution that combines Agile business management, DevOps, AIOps, and Security into a single unified platform to fuse business and IT, aligned to business outcomes. The Broadcom Digital BizOps Platform encompasses the entirety of our enterprise software portfolio, inclusive of automation.ai. Automation.ai is the software intelligence engine that powers our Digital BizOps Platform, enabling you to turn your data into answers. It provides a set of machine learning algorithms and a common data lake that enable meaningful insights to be delivered through customer journey dashboards.
Digital transformation is a journey. Broadcom Digital BizOps is here to help.