Client
Our client is a global leader in delivering offshore projects and services for the evolving energy industry. Their engineering expertise, alliances, and specialist technologies enable them to provide best-of-breed solutions for their stakeholders.
Challenge
The client wanted to bring in extended observability on their IT infrastructure as they felt constrained on three fronts:
Monitoring
The dashboards were not providing enough visibility for continuous integration, resulting in
- Lack of effective real-time monitoring
- Alerts, ticket logging issues
- Manual effort spent on monitoring
Backup Management
The usage of multiple backup technologies and manual effort in monitoring resulted in
- Lack of a unified view of account backup posture
- Lack of visibility on backups of the customer location
- Absence of proactive trend analysis
Automation
- Limited or zero automation to resolve known/recurring issue
Solution
- Integrated the technology/tools (Elastic Kibana, ServiceNow, and CommVault) with Tensai® for Efficiency.
- Fetched the data through APIs into the Tensai® application and provided dashboards to track issues across the infrastructure.
- Enabled machine learning to understand and analyze the data points to discover new automation use cases.
- Designed and created interactive dashboards for data unification and visualization.
Benefits
- 10% reduction in call volumes by providing self-service.
- 24% alert reduction in the 1st year owing to event correlation & automation ,
- 21% reduction in incidents.
- Effective automated monitoring, enhanced ticket logging and notifications, and reduced manual intervention in managing operations.
- Efficient governance and cost optimization through best-in-class services.
- Increased visibility on operational issues/tickets.
- Unified view of operations/infrastructure, quicker response, and resolution of incidents/issues, thus enhancing system availability.
- Increased FCR (First Call Resolution), CSAT, and elevated UX due to the enablement of self-service.
Summary
The client realized the potential of AI and automation by leveraging Tensai® for Efficiency, which helped drive agility by enabling real-time actionable insights from dashboards. The automation solution offered extended observability and monitoring, empowering effective governance and process efficiencies.
