Digital Transformation of a Leading Canadian Telecom’s IT Operations
Delivering proactive health checks, automated patching, and event resolution through AI-driven operations
ABOUT CUSTOMER​
A leading Canadian communications and media company, serving millions of customers across wireless, internet, cable, and enterprise services. With a national presence and strong digital infrastructure, the customer operates in a high-compliance, high-availability environment where downtime impacts millions of users and critical 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
The customer was facing significant challenges in maintaining high availability across complex IT environments, especially applications and infrastructure that support regulated operations and consumer-facing services. Existing systems relied heavily on manual efforts, lacked visibility, and could not proactively identify or resolve critical events — resulting in delayed incident resolution, inefficient resource allocation, and unplanned outages.Â
The customer implemented Digitate’s ignioâ„¢ platform to accelerate its journey toward self-healing operations through AI-led automation.Â
The Problem: Manual processes created risk, delays, and operational blind spots
Manual workflows caused errors, slow response times, and compliance risks—leading to outages, missed issues, and reduced productivity.Â
- Manual patching across PCI-regulated servers resulted in human errors, failed validations, and compliance risk.Â
- Alert fatigue due to duplicate events, lack of categorization, and high time-to-resolution (~2 hours per incident).Â
- Application health checks were done manually across 77 apps and 140+ URLs, often failing to detect issues early.Â
- Outages impacted QA cycles, launch timelines, and internal productivity due to unnoticed application-level failures.Â
- Change management required multiple teams for domain restarts and was time-intensive and error-prone.Â
The Opportunity
The goal was to shift from reactive to proactive monitoring of infrastructure, applications, and events by introducing intelligent event handling and real-time alert categorization. Manual monitoring was eliminated through dynamic, high-frequency health checks, while self-healing capabilities were implemented to minimize mean time to repair (MTTR) and ensure business continuity. Additionally, domain stop/start activities were automated to streamline patching processes and reduce coordination overhead.Â
The Solution: Intelligent automation at scale with ignioâ„¢ AIOps
ignioâ„¢ AIOps was deployed to automate patching, event handling, and incident response—improving compliance, and uptime.Â
- Deployed ignioâ„¢ AIOps for auto-patching, intelligent event management, and blueprint-based health check execution.Â
- Integrated with ServiceNow for real-time ticket creation, change request fulfillment automation, and compliance logging.Â
- Leveraged Sitescope integration to ingest alerts and auto-classify incidents.Â
- Enabled incident triaging and self-healing.Â
- Built centralized dashboards for 24/7 visibility into app health, alerts, and service statuses.Â
The Outcome: Boosting IT efficiency with automated solutions
Automation eliminated manual patching, cut incident repair time, and sped up alert resolution. Frequent health checks reduced outages, while process compliance and restart automation cut manual tasks.Â
- Zero manual effort for patch installations and validations across PCI systems.Â
- MTTR reduced by 55% for application-related incidents.Â
- Alert resolution time dropped from ~2 hours to 30 minutes through AI-driven categorization and suppression.Â
- Health check frequency increased 48x, reducing unplanned outages Â
- Achieved 100% process compliance with ServiceNow change calendars and DR architecture.Â
- Restart automation reduced environment actions by ~60%Â
- Change management effort reduced by 90%, minimizing risk and freeing patch windows.Â
