Emma Mak • Staff Writer

Healthcare organizations are up against it. They must deliver high-quality patient care, ensure compliance with regulations, manage complex IT infrastructures, and cope with internal and external stakeholders’ increasing demands and expectations.  

Two powerful technologies can help: Artificial Intelligence for IT Operations (AIOps) and Digital Experience Management (XM) enable organizations to optimize IT operations and enhance Digital Employee Experience (DEX). Combined, they’re a remedy for what ails many healthcare organizations — inefficient systems and staff burnout — ultimately leading to improved patient outcomes. 

How to Get Started with AIOps and XM  

As with all digital transformation initiatives, successful implementation of AIOps and XM requires a strategic and systematic approach. Here are some steps to follow:

1. Assess your current state: Evaluate your IT maturity, capabilities, and challenges, and identify your goals and priorities for AIOps and XM.
2. Choose the right tools: Select the best AIOps and XM solutions and vendors that suit your needs and budget and can integrate well with your existing IT environment and processes.
3. Implement and optimize: Deploy and configure your AIOps and XM solutions and monitor and measure their performance and impact. Continuously refine and improve your AIOps and XM strategies and practices based on data and feedback.

These steps can be challenging for healthcare organizations on their own. Implementing AIOps and XM is more complex than purchasing software. A managed services provider (MSP) with expertise in implementing and integrating toolsets within customers’ systems can be a great partner throughout the process, helping you gain the best ROI. 

AIOps and XM Defined 

AIOps is a set of tools and techniques that use AI, machine learning, and automation to analyze, monitor, and manage IT systems and processes. Implemented correctly, it can help IT teams reduce complexity, increase efficiency, and resolve issues faster and more proactively.

XM is a holistic approach that measures and improves how employees interact with and perceive the digital tools and systems they use daily. This helps IT teams provide seamless, user-friendly, and personalized experiences that boost employee engagement, productivity, and retention. 

By using AIOps to group related alerts using event correlation, the healthcare organization successfully reduces alert fatigue and improves incident management for their EHR system.

AIOps + XM Benefits: Monitoring and Improving IT Infrastructure Health

By combining AIOps and XM, healthcare organizations can achieve the following benefits:

• Reduced downtime, cost, and risk: AIOps can help IT teams prevent, detect, and resolve incidents that affect the availability and performance of critical IT systems and applications, such as electronic health records, telehealth platforms, and medical devices. It can also help IT teams optimize resources, reduce operational costs, and comply with security and privacy regulations.
• Improved employee satisfaction and performance: XM can help IT teams understand which digital processes are slowing down and frustrating doctors, nurses, administrators, and researchers. By enabling the collection and analysis of staff feedback, sentiment, and tool usage data, IT teams can identify and address pain points, bottlenecks, and opportunities for improvement.
• Enhanced patient care and outcomes: Together, AIOps and XM ensure healthcare IT systems and applications are reliable, secure, and user-friendly, helping staff become less stressed and more productive and efficient. This leads to better patient satisfaction, safety, and quality of care, as well as reduced errors, costs, and risks. 

Real-World Examples 

AIOps

• Challenge: A hospital’s IT team is inundated with alerts when the EHR system experiences a network outage that affects multiple servers and applications. Meanwhile, an incident that affects patient privacy is lost in the alert noise.
• Solution: AIOps helps IT teams cut through the noise. In this case, it would have grouped all the alerts related to the network outage into one incident and prioritized the data breach incident affecting patient privacy, assigning it critical status so it could be resolved quickly.

XM

• Challenge: A nurse needs to access patient electronic health records (EHR) on her tablet. She’s having trouble— the app is slow and unresponsive, and she must wait to view each patient’s information. It’s the end of her shift; it’s been a difficult day, and she’s exhausted and frustrated.
• Solution: Using XM, the IT team would have been monitoring the performance and reliability of the EHR app, proactively identifying and resolving any issues that could affect user experience. While her day full of caring for patients would still have been challenging, her experiences with technology would have helped maximize her efficiency in caring for her patients rather than adding to her burden. 

Compucom’s Matrix Platform  

We’ve designed our comprehensive portfolio of IT services around user experience and XM, and we’re an early adopter of AIOps tools and techniques. Our experience and automation platform — Matrix — combines AIOps and XM to drive transformation, innovation, and continuous process improvement throughout your IT environment, freeing up time for your IT team to focus on other critical initiatives that can further improve patient care. 

The post Optimizing Healthcare IT Infrastructure with AI appeared first on Compucom.

Emma Mak • Staff Writer

Digital technologies such as cloud computing, big data, artificial intelligence (AI), and the Internet of Things (IoT) have unleashed enticing new possibilities for businesses. But they have also made enterprise IT infrastructures increasingly complex, especially with hybrid and multi-cloud environments.  

What’s the answer to this complexity? It’s Digital Experience Management (XM) and Artificial Intelligence for IT Operations (AIOps). The effective implementation of these toolsets can help tremendously reduce technical complexity, allowing companies to get a better handle on the IT aspect of their business. 

AIOps: Anomaly Detection for Better Troubleshooting

XM is all about the users — it measures and improves how employees interact and perceive the digital tools and systems they work with daily, helping companies provide seamless, user-friendly experiences. When companies invest in XM, they’re prioritizing and promoting employee engagement, productivity, and retention.

Ideally, XM should collect useful user data, such as endpoint telemetry, service and support metrics, event sensors, targeted surveys, and user sentiment analysis. Then, performance indicators should be generated, which are analyzed against the dimensions of a successful digital workplace – technology-enabled workers, self-sufficient workers, well-supported workers, and workplace flexibility.

AIOps: Event Correlation to Lower Alert Fatigue 

AIOps, on the other hand, is focused on IT infrastructure. It helps IT teams improve the efficiency and reliability of their company’s IT management and processes. The ongoing goals are reduced downtime, costs, and risk.

By automating and streamlining IT tasks and helping collect and organize the massive amounts of data generated by IT Operations, AIOps frees up your IT talent and boosts their capabilities for smarter and faster incident resolution, root cause analysis, and capacity planning.

Compucom’s Matrix platform: XM + AIOps 

XM and AIOps use AI and automation, but they have different goals and perspectives. Both technologies are complementary and important for achieving digital transformation and organizational success.  

Compucom’s experience and automation platform, Matrix, combines XM and AIOps. We’ve made Matrix central to our services portfolio, providing smart insights and improvements for our managed services to deliver better user digital experiences and optimized IT Operations. 

We Focus on Your Business Outcomes  

While we are an IT services provider, our customers understand that we’re not just there to help them with technology. Our customers, many of them long-term, benefit from our focus on and understanding of their business.

As Brent Asbil illustrates, “You may have an issue, for example, at a bank branch, that possibly spans the networking and security towers. By combining different aspects together to create a business view within our AIOps toolset, we can create visibility into all the infrastructure that matters for a branch location. We can help customers bring those towers together to solve the issue swiftly and effectively.”

This is also true of our XM solution; we encourage our customers to focus XM efforts on the tools and systems most closely linked to desired business outcomes so that they’ll reap the most benefits.

Our Matrix experience and automation platform helps you leverage the latest digital technologies without getting bogged down by technical complexity, setting you up for success and resulting in optimized IT operations and an improved digital employee experience. 

The post Transforming Operations: Harnessing the Power of AIOps and Digital Experience Management appeared first on Compucom.