eG Innovations’ AIOps-Powered Approach for Optimizing Digital Workspaces and ITOM

eG Innovations brings a unique AIOps-powered approach to IT Service Management (ITSM) and IT Operations Management (ITOM) cycles for managing digital workspaces. The eG Enterprise platform is equipped with capabilities for automated corrective actions, event-based triggers, and remote-control functionalities. At a time when EUC digital workspaces, infrastructures and application stacks are increasingly complex, eG Innovations steps in as a trusted partner, streamlining operations and enhancing efficiency by removing human error and manual tasks.

With our robust flagship AIOps-powered (Artificial Intelligence for IT Operations) monitoring and observability platform — eG Enterprise, eG Innovations empowers organizations to swiftly and proactively detect and resolve issues before they escalate. By correlating events and automating root cause diagnostics and even resolution, IT teams can focus on proactive management rather than reactive firefighting. This not only accelerates the resolution process and reduces MTTR (Mean Time to Resolution) but also promotes a culture of collaboration, allowing teams to work together productively to overcome challenges.

Organizations use eG Enterprise to maintain peak application performance and ensure an optimal user experience. For modern multi-tiered IT environments, monitoring alone isn’t sufficient to keep up with the complexity of digital infrastructures, applications, and services – especially when auto-scale technologies are in use.

eG Enterprise, with its AIOps-powered monitoring and robust observability, is designed to automate IT operations by enabling proactive issue detection and resolution. Utilizing advanced techniques including event correlation, anomaly detection, and predictive analytics, eG Enterprise enhances operational efficiency across various IT use cases:

• Digital Workspaces (DWP) Monitoring
• Cloud & Hybrid Cloud Monitoring
• Digital Experience Monitoring
• Application Performance Monitoring (APM)
• Infrastructure Monitoring
• Enterprise Application Monitoring including for COTS (Commercial Off-the-Shelf) applications such as SAP, Moodle, Peoplesoft and Microsoft 365

Today I’ll focus on examples of how the AIOps intelligence built into eG Enterprise empowers teams working with Digital Workspaces to operate faster and smarter, whilst reducing manual effort and human error.

AIOps for Digital Workspace Monitoring (DWP)

eG Enterprise supports all major Digital Workspace technologies including Azure Virtual Desktop (AVD), Amazon WorkSpaces / AppStream 2.0, Nutanix, Hyper-V, Omnissa, Citrix, Cloud Desktops, Dell Wyse and IGEL endpoints and more.

Managing digital workspaces such as Azure Virtual Desktop (AVD), Omnissa, Hyper-V, and Citrix comes with a complex set of challenges. From ensuring seamless user experiences to maintaining virtual machine health, IT teams must navigate numerous performance bottlenecks. eG Innovations accelerates troubleshooting with deterministic event correlation and AIOps-powered observability.

Here are some of the benefits of and specific use case for AIOps for Digital Workspace monitoring:

Auto-deploy and auto-detect: For digital workspace technologies built-in domain-aware intelligence understands the relationships between components of the technologies. The AIOps engine includes intelligence that makes sense of:

• Application-to-application dependencies.
• Application-to-infrastructure mappings (e.g., virtual machines, cloud services, storage systems).
• Service dependencies across microservices, containers, and databases.

These topologies are continuously updated to reflect dynamic changes in the IT environment, ensuring accurate insights even during auto-scale events. Combined with universal agent technologies this allows the AIOps engine to discover the deployment and provide day-0 monitoring even as environments auto-scale up or down.

Anomaly Detection for Active/Real User Sessions: eG Enterprise continuously monitors user sessions to identify performance or load anomalies, such as high latency, slow logins, or degraded VM or application performance. If a rogue application triggers a surge in CPU usage on a Hyper-V or VMware host which correlates with a slowdown in user sessions, eG Enterprise detects the anomaly in real time. This immediate identification allows the platform to trigger automated corrective actions, ensuring that performance issues are addressed swiftly and effectively, ultimately enhancing the user experience while avoiding support tickets.

Event Correlation for Quick Root Cause Analysis: When multiple issues arise—such as network latency affecting many Citrix users in a certain geography—eG Innovations’ event correlation engine intelligently links these events to a single root cause, i.e. it will identify the root-cause network issue, and secondary alerts associated with the applications, endpoints and users affected will be grouped and identified as such to avoid alarm storms. . This dramatically reduces mean time to resolution (MTTR) by cutting through alert noise and identifying actionable insights quickly. This capability significantly reduces the time spent on troubleshooting and manual root cause analysis (RCA), allowing IT teams to focus on implementing solutions rather than sifting through unrelated alerts or trawling multiple consoles or logs.

Auto-remediation and Self-Healing: AIOps capabilities for digital workspaces can enable self-healing by integrating real-time monitoring, anomaly detection, and root cause analysis with automation capabilities. When issues are identified by eG Enterprise—such as application failures or slowdown, service failures, session disconnects, or network bottlenecks— built-in auto-remediation actions or corrective scripts are executed to resolve them. For example, it might restart a crashed service, reset a virtual desktop, or apply a configuration fix based on pre-defined rules. Built-in auto-remediation workflows are triggered dynamically, guided by historical incident data and machine learning insights. These mechanisms ensure rapid resolution with minimal human intervention, while audit logs, system logs and extra diagnostics generated during the process inform ongoing optimization and reduce mean-time-to-repair (MTTR).

For more on auto-correction and IaC (Infrastructure-as-code) workflows see: Fixing Citrix Issues with eG Enterprise’s Automation | eG Innovations and Monitoring Automation & Scripting for Monitoring Systems.

Predictive Capacity Planning: Leveraging AIOps for Digital Workspaces, eG Innovations provides predictive analytics for resource allocation. For instance, if VMware hosts are nearing capacity, AIOps-enabled eG Reporter predicts future resource demand, enabling proactive scaling. This proactive approach empowers IT teams to address potential capacity bottlenecks before they lead to application slowdowns or failures on VMs, ensuring uninterrupted service and optimal performance. The AIOps engine auto-baselines the infrastructure and applications, including time of day and day of week analysis to understand usage patterns of each individual deployment and its unique workloads and users.

Conclusions – Collaboration Matters!

But it’s not just about siloed monitoring with AIOps for Digital Workspaces. What about the applications, what about the cloud, networking, storage, on-prem infrastructure, the databases and so on? AIOps-powered eG Enterprise will cover those too.

By providing single platform that can provide a universal view to all teams and as shown across many different types of IT deployment, eG Innovations is helping our partners and customers evolve their IT Service Management (ITSM) and IT Operations Management (ITOM) workflows into highly efficient processes.

Importantly – eG Enterprise has dashboards, views and a built-in knowledgebase designed for Help Desk operators. This means the IT teams supporting Digital Workspaces don’t receive escalated support tickets associated with databases, applications, cloud services etc. beyond their remit.

eG Enterprise helps organizations foster collaboration rather than assigning blame. Through its AIOps-driven insights and comprehensive monitoring, the platform enhances visibility across all layers of the IT environment. This holistic approach enables IT teams to quickly identify and resolve issues without the typical finger-pointing that can occur when problems arise.

In my next blog I’ll move on to cover specific use cases for the AIOps capabilities of eG Enterprise for APM (Application Performance Monitoring).