Digital Transformation of a Global Media and Entertainment Leader with ignio AI.Ops
For one of the world’s largest diversified entertainment enterprises
ABOUT CUSTOMER
The customer is the American arm of a leading global multinational conglomerate, headquartered in New York City and managing operations across the United States. With nearly 900 million devices worldwide, an expansive catalog of movies, television, and music, as well as a large-scale digital gaming network, the company delivers entertainment experiences to millions of consumers.
Their applications are built on modern infrastructure and environments, with transformation themes focused on Productivity, Reliability, and Rationalization. To advance these goals, the customer adopted ignio as a key enabler of service reliability operations.
VALUE REALIZATION
- Improved Availability: Achieved 100% uptime across monitored environments by proactively identifying and self-healing critical applications.
- Cost Optimization: Realized $0.5M+ in value through reduced outages, automated operations, and FTE savings.
- Operational Efficiency: Reduced alert noise, eliminated L1 dependencies, and streamlined patch-to-deployment workflows.
- Compliance and Governance: Fully aligned with PCI requirements and internal SLAs, delivering consistent and auditable outcomes.
- Enhanced End-User Experience: Eliminated productivity disruptions for internal users by enabling real-time issue detection and resolution.
REACH US
Business context
For a global entertainment company with massive consumer reach, even minor disruptions in IT operations can cascade into productivity losses, SLA breaches, and user dissatisfaction. The customer’s operations teams were managing a high volume of incidents, work orders, and application monitoring tasks. Manual processes around ticket assignment, monitoring, and reporting were consuming significant time and resources, making SLA compliance difficult and creating workload imbalance within teams.
Additionally, the existing monitoring tools lacked depth, reporting capabilities, and proactive detection, requiring license renewals with limited ROI. This heightened the need for automation and business health monitoring to ensure availability, efficiency, and cost optimization.
The Problem
The customer faced several challenges across its operations portfolio:
- Limited monitoring capabilities
The existing tool provided only basic email notifications without detailed reports or automated incident creation. Manual triaging delayed response times and risked SLA violations, particularly for O365 applications.
- Ticket assignment inefficiencies
Thousands of incidents and work orders were being manually reviewed and routed by operations teams, based on duty rosters. This created significant effort overhead, uneven workload distribution, and frequent SLA impacts.
- High cost and complexity
Maintaining disparate tools and manual processes was costly in terms of licensing, effort, and service availability. Operations teams were burdened with repetitive tasks that detracted from strategic priorities.
The Opportunity
The customer required a digital transformation of IT operations to replace limited monitoring tools with a proactive business health monitoring solution, automate ticket assignment, patching, and dispatching to improve SLA compliance, and reduce manual workload while optimizing cost and strengthening operational resilience. This transformation was also aimed at enabling a more proactive approach to risk and issue mitigation for critical business applications.
The Solution: ignio™ AI.Ops
ignio AI.Ops was implemented with a dual focus on Business Health Monitoring and Ticket Patch and Dispatch Automation.
Business Health Monitoring
- Proactive health checks performed hourly on Exchange entities
- 23 system processes verified under Exchange & OS health, databases, queues, and replication
- Consolidated health reports and email notifications sent to key stakeholders
- Automated incidents created for detected anomalies
Ticket Patch and Dispatch Automation
- Integration with duty roster mailbox for real-time engineer availability
- Fetching and reviewing incidents/work orders every 10 minutes
- Automated assignment based on shift/leave tracker
- Notifications for patched/dispatched tickets and aging tickets every 8 hours
The Outcome: Unlocking efficiency and savings with ignio
From proactive monitoring and automation to cost savings and performance gains, ignio delivered tangible value that helped IT teams work smarter, faster, and more efficiently. Below is a snapshot of the operational, business, and value realization benefits achieved with ignio:
Operational benefits
- 400+ proactive health checks daily
- ~15K tickets patched and dispatched annually
- ~13K IT effort hours saved per year
- ~780 additional hours saved annually from ticket automation
Business benefits
- Tools rationalization with $120K savings
- Effort reduction savings totaling ~$220K annually
- SLA compliance improvement and workload balance across teams
- High availability of critical O365 applications ensured
- 98% effectiveness in automated ticket routing
Value realization
- Tools rationalization delivering $120K in direct cost savings
- Improved SLA compliance and response performance across IT operations
- 13K+ IT effort hours saved annually, equating to $193K in operational savings
- Enhanced availability of critical O365 applications for end users
- Automation of ticket assignment delivering ~780 hours saved annually, with $27K in savings
- 98% effectiveness in automated ticket patch and dispatch process
