SUCCESS STORIES / IT Agility

AI pre-empts outages and downtime in IT Ops

The company adopted an AIOps solution to get predictive alerts about incidents and reduce time to spot and resolve failures in IT systems.

Background

The modern-day IT infrastructure is a complex, multi-layered system moving at an unpredictable pace. It sometimes moves at breakneck speed, consuming server space and pushing out application payloads by the hour. At other times, it just winds down to a flatline.

Enterprises have adopted modern technologies to create newer customer experiences, but the growing number of technology stacks has added to the complexity of IT systems.

IT teams are saddled with numerous tools to monitor their infrastructure and track performance, leading to expensive misses in the case of failures or performance degradation.

Enterprises are at a loss to detect and probe failure faster and restore services efficiently. IT teams want to reduce the time spent managing complex systems and make monitoring easy.

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75% reduction in downtime

63% reduction in
outage-related costs

90% reduction in
false-positive ticket alerts

Client Situation

Our client is the second largest provider of Technology, Media, and Telecom (TMT) services in the US. It has strived to raise the bar on efficiency, service quality, and sustainability. However, its IT operations have been stuck in the traditional remediation cycle, with little room for zeroing down incidents and lowering costs.

The increasing complexity of its IT systems has made performance monitoring difficult. The company was struggling with spotting incidents and taking remedial action before they impacted user experience.

Incorrect labeling of issues has resulted in ‘false-positives,’ taking up remediation resources needlessly.

Prodapt’s AI solution helped the company cut downtime and high remediation costs in IT Ops.

Diagnosis

Our client’s approach to IT was to set up incident management bridges after the occurrence of failure for remediation and to manage underperformance. High-severity issues became pervasive, with manual troubleshooting sessions gobbling critical resources and raising costs. Some outages never lent themselves to critical examination, while some performance downgrades went unnoticed for a long time.

The company’s transaction volumes had multiplied exponentially. Amid high complexity, gaining end-to-end visibility across services and applications was a tall order for IT teams.

These challenges brought forth the need to proactively address issues that cause outages.

Solving It

Prodapt partnered with the company to build a solution to reduce downtime and the duration to spot and resolve incidents. We made a bold promise – pre-empt outages before they occur.

The solution comprised asset discovery, hybrid infrastructure monitoring, and automated remediation. The innovative offering was our predictive analysis tool, built using Machine Learning(ML) algorithms to make intelligent forecasting.

Prodapt built an evaluation framework to help the company pick suitable mission-critical applications for the AI solution.

The AI Ops solution predicts application and infrastructural downtime using sequential pattern analysis and time series event correlation, helping IT teams be on their guard and act faster.

All applications do not lend themselves to the heightened use of AI. So, we built three variants. The first level offers a Single Pane of Glass for manual engagement and escalation of issues. The intermediate level infuses ML capabilities to create alarms and recommendations for tackling incidents. The ultimate level is a closed-loop system that auto-triggers bots to solve incidents and send reports.

After getting on the AIOps platform, the client achieved a 75% reduction in downtime and a 63% cut in outage-related costs within 2 years. Proactive observability, which ascertains an IT system’s health based on its outputs, helped reduce the number of false-positive ticket alerts by 90%.

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