What Is Personalised Service?
The term “personalised service” describes a customized strategy whereby companies modify their products, communications, and interactions to satisfy each client’s particular requirements, preferences, and expectations. Personalised service, as opposed to a one-size-fits-all approach, emphasises using customer data, preferences, and behaviour insights to create experiences that are memorable and meaningful.
Toward faster incident resolution at Palo Alto Networks with Personalised Service Health
Incidents occur in the cloud. When they occur, it is the responsibility of the cloud service provider to promptly and efficiently notify the affected customers about the event, and it is the responsibility of the cloud service consumer to make effective use of that information as part of a broader incident management response.
With the amount of detail that is requested, Google Cloud Personalised Service Health offers organisations quick, clear, pertinent, and actionable communication regarding Google Cloud service interruptions. In order to save valuable minutes during active events, Palo Alto Networks, a cyber security business and Google Cloud partner, recently incorporated Personalised Service Health signals into the incident workflow for its Google Cloud-based PRISMA Access solution.
Palo Alto can make decisions fast, including initiating backup plans to ensure business continuity, by pro grammatically feeding Personalised Service Health signals into sophisticated workflow components.
Let’s examine how Palo Alto incorporated Personalised Service Health into its business processes in more detail.
Personalised Service Health integration
Palo Alto integrates Personalised Service Health logs into their internal AIOps system, which uses sophisticated techniques to categorize and distribute signals to the individuals in charge of responding to a particular issue. This system centralizes incident communications for PRISMA Access.
The relevance levels that users of Personalised Service Health choose to view can be filtered. Here, “Partially related” refers to a problem with the utilised products anyplace in the world. “Related” indicates that the issue was found within the data centre areas, whilst “Impacted” indicates that Google has confirmed how certain services have affected the consumer.
In order to provide users early notice, Personalised Service Health reports some of these issues as “PSH Emerging Incidents” even though Google is still verifying them. ‘PSH Confirmed Incidents’ are created once Google confirms the occurrence. This enables users to react to specific incidents that affect their environment more quickly or, if necessary, escalate back to Google.
Throughout an ongoing incident, Personalised Service Health provides updates, usually every half an hour, or earlier if there is progress to report. Additionally, Palo Alto writes these adjustments to logs, which it then incorporates into AIOps.
Pro grammatically absorbing and disseminating issue messages helps speed up response to disruptive, unforeseen cloud service provider incidents. Large companies like Palo Alto, which have several teams engaged in incident response for various applications, workloads, and clients, are particularly affected by this.
Fueling the incident life cycle
Palo Alto’s AIOps platform, which automates IT operations through analytics and machine learning (ML), further makes use of the ingested Personalised Service Health signals. AIOps uses massive data from running appliances to identify problems and take immediate action. To report an issue that is impacting numerous clients, AIOps combines these signals with alerts that are created internally. Other incident management technologies, like as communication, frequent updates, and problem resolution, are connected to these AIOps alerts to help manage the event life cycle.
Furthermore, a data enrichment pipeline takes incidents from Personalised Service Health, adds information about Palo Alto, and distributes the events to Pub/Sub. After that, AIOps receives the incident data from Pub/Sub, analyses it, links it to relevant event signals, and sends out notifications to channels that have subscribed.
Palo Alto uses the Google Cloud console to arrange Google Cloud assets into folders. Every project is a customer of Palo Alto PRISMA Access. Palo Alto builds a folder-specific log sink that aggregates service health logs at the folder level in order to collect issue signals that are also specific to end users. In order to take additional action, Palo Alto then receives event signals tailored to each individual consumer.
Based on incident communications coming from Google Cloud, Palo Alto is responsible for the following actions:
- Early identification of external masse failures, interregional, and zonal
- Identifying workloads impacted by cloud provider issues with accuracy
- Product problems brought on by deteriorating cloud services under Google Cloud Platform
Seeing Personalised Service Health’s value
Without involving several departments from the cloud provider (support, engineering, SRE, and account management), incidents brought on by cloud providers sometimes go unreported or are challenging to isolate. Palo Alto’s SRE teams can identify cloud provider-related problems almost instantly to the Personalised Service Health alerting architecture and AIOps correlation engine.
In contrast to individual client outages, Palo Alto’s incident management system is made to handle bulk failures, guaranteeing that the appropriate teams remain involved until the issues are fixed. Notifying the appropriate parties, including the Google Cloud support staff and the on-call engineer, is part of this. Palo Alto is able to record both mass failures and individual client disruptions using Personalised Service Health.
Palo Alto benefits from Personalised Service Health in a number of ways, starting with quicker incident response and backup plans to maximise business continuity, particularly for PRISMA Access customers who are affected. Customers of Prisma Access want and expect information from Palo Alto in the event that an incident affects them. Palo Alto is able to respond to these end users with more insightful responses by making sure that this data moves quickly from Google Cloud to Palo Alto’s incident response systems. Palo Alto also intends to support more Palo Alto use cases based on both current and upcoming Personalised Service Health capabilities.
Take your incident management to the next level
In order to offer more value to all Google Cloud clients from startups to ISVs and SaaS providers to the biggest corporations Google Cloud is constantly improving Personalised Service Health. Are you prepared to begin? Speak with your account team or find out more about Personalised Service Health.
