Solution: Application management services
Getting the act together
A global manufacturing company sought to harmonize its technology processes and operations worldwide. It needed to reduce waste and increase efficiency and agility in its application development and management — a difficult task with operations and divisions spread across the globe.
Additionally, it aimed to enable a usage-based commercial model and deliver a more immersive user experience, which requires a complete shift in mindset. However, it first needed to replace technical KPIs with business KPIs. Then it could eliminate multiple support touchpoints and implement end-to-end application and service integration.
Powered by intelligence
The answer was a smart, industrialized approach to application management and support that leveraged the capabilities of three key technology tools.
SyntBots®, Atos’s intelligent automation platform, was employed to discover, analyze and document the manufacturer’s existing ticketing processes; identify automation opportunities, and provide ongoing orchestration. Atos Bridge delivered a single pane-of-glass view of business performance metrics across the organization while the automation was implemented by a mix of SyntBots and UiPath.
By leveraging machine learning and natural language processing, the solution can read, understand and classify support tickets based on their content. It automatically sorts and routes the tickets to the appropriate teams, and enables zero-touch operations and truly self-healing IT ops.
A smart(er) factory
More than 130 use cases were implemented across key areas such as monitoring, service management, data analytics and test automation. Approximately 17,000 tickets per year were resolved through AI-powered remediation, self-healing, ticket triaging and process orchestration.
The automated approach enabled the manufacturer to resolve tickets an average of 88 percent faster, and AI-based predictive monitoring reduced incidents by more than 20 percent.
The manufacturer now benefits from a smarter, leaner, faster approach to technology operations, with higher efficiency and greater economies of scale. The AIOps model from Atos learns from every ticket it handles, ensuring it will continue to deliver value and year-over-year service improvements.