Challenges:
- Over 50 scattered ticketing systems, with each having data in a silo
- Underutilized automation module licenses
- Disparate processes across operational groups
To consolidate their ticketing systems, connect disparate data systems, unify processes across operational groups, and provide them with maximum value realization, we prioritized Mean Time to Repair (MTTR) and the automation index through the following
Solutions:
- Building capabilities to attain ZeroOps (automated resolution of incidents, effectively eliminating manual efforts).
- Expanding automation in the IT landscape and beyond.
- Integrating ServiceNow with other monitoring solutions, such as Dynatrace, to improve metric tracking and strengthen platform governance.
Benefits:
- Achieved an automation index of around 80% for IT processes and approximately 30% for organization-wide processes.
- Led to a reduction of MTTR by 90%.
- Automated resolution of 20,000 alerts per month.
- Greater visibility of processes that can be automated.
Customer
The world’s leading communications services company
Industry
Telecommunications
Location
London
Employees
10,000+
Products
Networked IT services, Cyber security, Software Defined Networking, Managed Services, and Cloud Technologies
