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AIOps: A Multivocal Literature Review

Abstract:

In the age of Internet of Things (IoT) and big data, artificial intelligence for IT operations (AIOps) plays an important role in enhancing IT operations. Such operation tasks include automation, performance monitoring, and event correlations, among others. Although AIOps has proved to be important, it has not received much academic attention. Thus, by means of Multivocal Literature Review, this study is aiming to define AIOps, the benefits gained from it, the challenges an organization might face, and, finally, what lies in the foreseen future of the AIOps. The findings revealed that adopting AIOps helps in monitoring IT work, efficient time saving, improving human-AI collaboration, proactive IT work, and boosting faster mean time to recovery (MTTR). However, there are also reported challenges like doubt about the efficiency of artificial intelligence and machine learning, low-quality data, and identifying use cases, constrained by traditional engineering approaches. In conclusion, this study aims to contribute to the body of knowledge to the adaptation of AIOps in the IT industry which may benefit IT organizations. Finally, further research can be done to better understand how AIOps provides human augmentation to enhance human productivity in terms of senses, cognition, and human action.