ignio increases IT visibility and agility for a large American OEM
ABOUT CUSTOMER
With an annual revenue of USD 22 billion, this customer is a global leader in home appliances, powering everyday life through innovation for over a century. Its portfolio spans 18 iconic brands, upported by 61,000 employees and state-ofthe-art manufacturing and tech research centers across the U.S., Latin America, Europe, and Asia. From refrigerators and air conditioners to washing machines and beyond, their breakthrough inventions have earned unwavering customer trust worldwide, making it a name synonymous with reliability and innovation.
VALUE REALIZATION
- 89% improvement in MTTA
- 4 Persona based health service dashboards
- 100% core systems monitored
- 35% Incident Reduction
- 25k rules consolidated to 600 to simplify operations
- 17% incidents autoresolved by ignio
- Saved 1000+ hours by augmenting productivity and automation of use cases
REACH US
Business context
OEMs operate in a mid-margin environment and require resilient infrastructure to capture and sustain market share during peak season sales. Despite being in business for over a century, the customer was relying on monitoring and event management tools that had been declared obsolete by the provider nearly 15 years ago. The customer continued paying significant fees for extended support while managing processes that were highly manual and dependent on human intervention. With 40+ technologies, 3,000+ servers, 1.1 million jobs per month, 90 SAP production instances, 800+ databases, and 875 TB of storage, the complexity was immense. These outdated tools and archaic processes led to frequent downtime of critical systems, causing revenue loss during Black Friday and eroding
market share to competitors. To regain competitiveness, they adopted Digitate’s ignio AIOps, ignio AI.ERPOps and ignio Observe.
Replacement of Legacy Monitoring Tools
The Challenge:
The customer relied on a monitoring tool, implemented over 15 years ago and deprecated for the past 18 months. During critical Black Friday sales, key servers were monitored manually, so much that Command Center staff recorded performance metrics of revenue-generating systems manually. This outdated approach was not only time-intensive but also highly prone to errors, creating significant operational risk and inefficiencies.
Solution:
To overcome the limitations of legacy monitoring, the customer adopted Digitate’s ignio Observe which delivered 24×7 infrastructure monitoring, ensuring real-time visibility of revenue-critical servers that directly impact the topline during peak sales events.
ignio Observe significantly expanded monitoring coverage from 50% to 95% by seamlessly onboarding new technologies and provided a single observability solution across the enterprise, covering Storage, Backup, Databases, Operating Systems, URLs, Application Processes, Availability, and Reporting.
A major part of the transformation involved optimizing and converting 30,000+ alert rules from the legacy monitoring tool into the Observe format, ensuring continuity while reducing noise and improving accuracy. Additionally, SNMP trap blockages were removed by enabling necessary ports between source and destination for storage and backup monitoring, which restored full visibility and eliminated blind spots in critical infrastructure components.
This holistic approach not only modernized their monitoring ecosystem but also enabled proactive issue detection, reduced manual intervention, and ensured operational resilience during high-demand periods. By consolidating multiple fragmented tools into a single platform, the customer achieved streamlined operations, faster root cause analysis, and improved SLA compliance, all within an accelerated five-month transition timeline.
The result was a robust, future-ready observability framework that safeguarded revenue streams, minimized downtime risk, and positioned the customer to maintain its competitive edge in a highly
dynamic retail environment.
Modernizing and Automating Event Management
The Challenge:
The Command Center team relied heavily on an incumbent vendor’s in-house tool to connect with target servers for first-level manual triaging. This dependency created operational bottlenecks, as
troubleshooting required manual intervention, slowing response times and increasing the risk of errors during critical periods like Black Friday sales.
Solution:
The customer embarked on a transformative journey by deploying Digitate’s ignio AIOps suite, replacing outdated, manual processes with intelligent automation and observability. A key milestone was the migration from the incumbent EM software, which had 30,000 hardcoded rules for event management, to ignio Event Management. This optimization reduced the rules to 1,500, enriched with intelligent insights that enabled auto-resolution of 17% incidents. As a result, alert noise dropped by 78%, allowing the Command Center team to focus only on critical issues rather than sifting through redundant alerts.
Change Management Automation: Previously, monthly change creation for Windows and Linux consumed 360 hours of manual effort. With ignio, this process was fully automated, eliminating repetitive tasks and freeing up resources for strategic initiatives.
Automated Business Health Checks: ignio introduced automated health checks on Oracle databases, replacing manual verification across 50 servers. These checks proactively assessed parameters and flagged risks before they impacted production, ensuring uninterrupted business operations and improved reliability.
Automation Prechecks for Batching Activity: Middleware prechecks before and after batching were historically tedious and error-prone. ignio automated these validations, reducing hiccups during critical batch runs and improving overall system stability.
Impact and Outcomes: The automation initiatives delivered 1,000+ hours of productivity gain per month, alongside an 89% improvement in Mean Time to Acknowledge (MTTA). The customer achieved zero SEV1 incidents during peak season, including Black Friday, and realized $200K in cost avoidance. Additionally, 130+ hours of manual effort were eliminated during Black Friday alone, ensuring smooth operations during high-demand periods. Intelligent insights related to risk, capacity, and performance empowered proactive decision-making, further strengthening operational resilience.
By consolidating monitoring and automation under ignio, the customer transitioned from reactive firefighting to proactive management, creating an IT ecosystem that supports business growth.
Need for an Intelligent Command Center
The Challenge:
Fragmented monitoring tools and lack of centralized visibility hindered real-time decision-making, risking downtime and SLA breaches during peak operations.
Solution:
24×7 Monitoring and Centralized Dashboard
A single, unified dashboard provides round-the-clock visibility into critical infrastructure, enabling real-time monitoring and faster decision-making.
100% Core Systems and Services Monitored
All mission-critical systems and services were brought under comprehensive monitoring, eliminating blind spots and ensuring complete coverage.
100% Visibility to Availability Metrics
Out-of-the-Box (OOTB)Availability metrics for servers, applications, and databases are now tracked automatically, offering instant insights without manual intervention.
Persona-Based Dashboards
Customized dashboards for four key personas – Operations, Command Center, Application Owners, and Leadership deliver role-specific views, improving collaboration and accountability.
Business Resilience During Critical Periods
The Challenge:
Managing 200+ critical manufacturing servers and 155M daily events caused excessive alert noise, false positives, and uneven load distribution, risking SEV1 incidents and disrupting business continuity during peak sales periods.
Solution:
The customer ensured uninterrupted business operations by monitoring 200+ critical manufacturing servers with 24×7 centralized dashboards. A 7-minute wait time was introduced to prevent unnecessary incident creation, while fine-tuning eliminated false and duplicate alerts. Dedicated aggregators optimized for EMEA and NA regions balanced a massive 155M events/day. This resulted in 96% system coverage, complete visibility, and zero SEV1 incidents during peak season, guaranteeing business assurance and operational resilience.
Key Highlights
- 100K – Orders per day
- 42% – Share of orders for the month
- 1300 – People engaged
- 850 – Cars shipped (from 24/11 to 9/12)
- 4K – Next day and express delivery (from 24/11 to 9/12)
- 14K – Deliveries per day
- 2.5 Mill – Digital interactions
- 623 SKU – 10k price combinations
- 210K – Assistances (voice + chat)
