Digital Transformation of a Leading Canadian Telecom’s IT Operations
Delivering proactive health checks, automated patching, and event resolution through AI-driven operations
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Schedule a DemoUncovering the 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.
The customer implemented Digitate’s ignio™ platform to accelerate its journey toward self-healing operations through AI-led automation.
The Challenge
Manual workflows caused errors, slow response times, and compliance risks—leading to outages, missed issues, and reduced productivity.
- Manual patching across PCI-regulated servers resulted in human errors, failed validations, and compliance risk.
- Alert fatigue due to duplicate events, lack of categorization, and high time-to-resolution (~2 hours per incident).
- Application health checks were done manually across 77 apps and 140+ URLs, often failing to detect issues early.
- Outages impacted QA cycles, launch timelines, and internal productivity due to unnoticed application-level failures.
- Change management required multiple teams for domain restarts and was time-intensive and error-prone.
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.
The Solution: Intelligent automation at scale with ignio™ AIOps
ignio™ AIOps was deployed to automate patching, event handling, and incident response improving compliance, and uptime.
- Deployed ignio™ AIOps for auto-patching, intelligent event management, and blueprint-based health check execution.
- Integrated with ServiceNow for real-time ticket creation, change request fulfillment automation, and compliance logging.
- Leveraged Sitescope integration to ingest alerts and auto-classify incidents.
- Enabled incident triaging and self-healing.
- Built centralized dashboards for 24/7 visibility into app health, alerts, and service statuses.
