Transforming Enterprise IT To “ai-first” with ignio AIOps

For any retail enterprise, optimizing operating cost is one of the major challenges. To stay sustainable in the marketplace, enterprise need to find ways by which this can be reduced, the major one being manual operations. By adapting automation, an enterprise can move towards a more agile and resilient operation while reducing the operating cost.

As one of the largest retailers, the customer’s success depends on continuous innovation, competitiveness, and effective teamwork to exceed its customer expectations. In a highly competitive market, where information systems are strategic to a company’s success, the customer set out to reduce the MTTR (Mean Time to Resolution) and improve the productivity of the “Tech Ops” – Core Infrastructure and Support Organization. Tech Ops is the Level 1 and 2 support for the customer’s 400,000 associates and the core infrastructure that keeps the company’s information systems humming.

The customer embarked upon an ignioway powered journey. ignioway is a proven methodology and framework that operates on the fundamentals of “Eliminate, Automate and Optimize”. With ignioway, the customer was able to drive a cultural shift in the organization through slow rolling changes, improving the adoption and transforming the customer’s organization to “AI-First”. ignio was able to create a substantial impact by redefining the customer objectives from cost reduction to embrace an AI-first culture. ignio-powered AI operations helped bridge the various applications within the customer environment such as the monitoring tools, enterprise units and so on and applied the apply – configure – operate model to help derive value for the customer.

Not only did ignio handle over 70% of the ticket volume (~40,000 tickets per month) for the customer’s Infrastructure Operations, but it also expanded to batch operations to manage two business critical SLAs across 2300 customer retail stores. Such was ignio’s impact, the customer’s Tech Ops team rebranded themselves to an AI-First organization. The key driving force behind ignio’s success was the constant emphasis on evaluating the effectiveness of the use cases deployed and improving its efficiency for better value delivery. Moreover, with ignio at the helm, the customer established an AIOps Community of Practice through building ignio skills within the customer teams to make their organization’s operations inside-out and in-line with ignioway.

With ignio, the customer was able to achieve a ticket coverage of over 72% in comparison with their target of 40% and realized significant cost saving benefit over three years by reducing the manual operations.

• 65-72% ignio coverage for the total incidents in scope
• 35-45% of total incidents in scope autonomously resolved by ignio
• 90% MTTR Reduction 
• 4.2M USD Savings in 3 years