ITC2 Optimizing Business Application Resolve.IO

Problem Statement:

An advanced telecommunications provider wanted to maintain 24×7 uptime across the network without ripping and replacing current diagnostics. They also sought to increase response time in resolving incidents, reducing reliance on ticket escalations, and other problematic delays.

Solutions: 

  • With Resolve Actions intelligent automation, the client was able to use one platform to automate across the IT ecosystem while integrating with existing IT solutions.
  • Combining Resolve with IBM® Tivoli® Netcool® Software, the telecom provider is now able to prevent network downtime and service degradation, achieve enhanced internal collaboration, streamline workflows, save thousands of hours each year to positively impact customer service
  • Leveraging Resolve’s expansive pre-built automation content library, the client has over 200 action tasks automated, which continues to grow as the team constantly identifies trends coming into the network operations center that can be automated. 

Key Benefits:

  • $1M in Monthly savings – Faster resolution, reduced escalations, and automated validation, diagnosis, and resolution all contribute to savings
  • Rapid Time to Value – 277% savings over alternative solutions with an ROI of less than 9 months
  • Unified Control – Streamline workflows with Resolve as the central repository for internal information, configuration, and understanding of different customers, with the capability for integration with other technologies
  • Reduced Escalations – CSRs are empowered to fix complex issues on their own for faster resolution and improved productivity

Resolve’s cross-domain IT automation delivers immediate ROI, reduces MTTR, prevents outages, reduces alarm noise, provides real-time visibility, and scales seamlessly into the future.

ITC2 Optimizing Business Application FixStream

Problem Statement:
A large enterprise with global infrastructure had its support provided by diverse operational tooling without any correlation of events. This led to significant downtime and customer impact due to increased delays caused by efforts to rationalize the outage’s root cause. By implementing Resolve Insights AIOps, this company was able to reduce outage time from two hours to 38 minutes, minimizing impacts to clients.

Solution:

  • Resolve Insights enables a predictive approach to incident resolution using AI and machine learning to reduce the MTTR, saving employees time normally spent troubleshooting
  • The AIOps platform correlates infrastructure, creating a visualization of the environment in one view that is customizable to support operational processes, much like Google Maps performs for roads
  • A global inventory view of IT assets was created, which serves as the CMDB for operations teams
    • Improving situational awareness by discovering unexpected technical inventory
    • Detecting devices operating at or over capacity

Results:

  • A consolidation of tooling saved $350,000
  • Return to operations metrics were improved by over an hour per incident
  • Reduced overall hours in troubleshooting and recovery
  • An optimized view of infrastructure modernized IT operations and reduced costs

ITC2 Increasing Capacity and Optimizing Cost Success Story

Problem Statement:
The client lacked a telecom expense management (TEM) system, accountability in purchasing, no visibility between purchaser, and no invoice review process for over five years.

Solutions:

  • 2018 – Completed a detailed analysis of the current network and concluded that the customer was spending 65% more on MPLS services than current market rates
  • 2018 – Successfully drove value to the customer by saving the customer $19,300 month, equal to $231,600 year and $694,800 over a three year term, with a carrier renewal above customer’s own internal sourcing teams
  • 2018-2019 – Assisted in negotiations for the current renewal contract for a reduction from approximately $13 million to around $7 million in contracted spend
  • 2019 – Assisted in architecting a new communication and data center strategy design to optimize cost savings of $600,000 annually globally

These changes enabled a reliable and stable network that will support the customer’s business units around the world.

ITC2 Optimizing Cost Success Story Data Center

Problem Statement:
An established and growing video-on-demand advertising solutions company headquartered in Silicon Valley was looking to add a layer of protection against the possibility of an earthquake without having to invest in a complete disaster recovery solution.

Solution:

  • Searched for providers outside Silicon Valley that met the requested geological risk, power density, managed network, SLA, and pricing variables
  • Narrowed the search to providers in the Sacramento area with Tier 3+ certification standards
  • Managed the sourcing, vetting, touring, and contract negotiation facets of the process
  • Negotiated for a more accurate and aggressive power rate from potential providers
  • Saved the customer more than $200,000 over the term of the contract

The company’s data center monthly recurring spend has been reduced by over 50%.

ITC2 Optimizing Cyber Security Risk

Problem Statement:
A large global fintech company with over 150,000 endpoints struggled with cyber attacks and breaches, and could not rationalize millions of lines of security logs to understand where the real threat lie and which assets were exposed to the internet and weaponized.

Value-based business solution:

  • ITC2 recommended a solution leveraging RiskSense to automate security risk management from detection to remediation
  • Using the RiskSense AI and SaaS analytics, the security team was able to analyze thousands of vulnerabilities across thousands of hosts and applications in minutes, to focus on and eliminate the ones that posed the greatest and most immediate risk.
    • A key benefit of this analysis was the identification of key risk indicators, which was easily and immediately explainable to all stakeholders via the RiskSense Security (RS3) score, much like a credit score rating. Toolset also allowed for centralized reporting providing SecOps, network, CISO, c-suite and others the opportunity to communicate efficiently and effectively the strategy to all impacted stakeholders.
    • RiskSense platform provided a go-forward “single source of truth” that not only enabled the remediation of the key vulnerabilities, but fostered cooperation between both the security and operational teams who were able to quickly and effectively trust and verify that the remedies applied truly mitigated the risk.
  • The proposed solutions were implemented with RiskSense, successfully hardening the global enterprise by prioritizing immediate response and reduced cost by shifting resources to skill appropriate tasks.

RiskSense helps company’s drastically reducing remediation time, thus reducing the risk of a cyber breach.

Globe with location points and a location target

Problem Statement:

A leading healthcare enterprise needed end-to-end visibility for quick root cause identification of issues impacting its SAP ERP. The company lacked a dynamic and up-to-date inventory of IT infrastructure entities supporting ERP business processes. High MTTR impacted the business as operational data was siloed, existing in disparate domains of the SAP ERP stack.

Solutions: 

  • Auto-discovery of multi-domain application and infrastructure entities updates inventory in near real-time. Topology mapping provides granular relationships between physical and virtual compute, storage, and network entities.
  • Resolve Insights AIOps performs dynamic dependency mapping of SAP components with underlying infrastructure to provide an overlay of operational health and performance data collected from various sources.
  • Scalable integration with SAP Solution Manager for business, operations, and infrastructure metrics and time-series event correlation enables quick identification of root cause for ERP user and business KPI issues.

Results:

  • Rapid root-cause analysis, infrastructure planning, auditing and compliance
  • MTTR for SAP ERP performance issues was reduced from hours to minutes
  • Automated auditing and compliance of IT assets for ERP
  • Optimized infrastructure resource planning and workload management for all SAP ERP applications
  • Increased application assurance, improved ERP system uptime, transaction uptime, and user satisfaction
  • Faster value generation from IT to business and precise business impact analysis ensures business continuity
ITC2 Increasing Capacity Success Story Telecom

Problem Statement:
Our client’s MPLS network was failing to support its business units around the world, costing the company as much as $10,000 per minute in certain network elements from its customers and loss of productivity.

Solutions:

  • 2011 – Authored a detailed MPLS RFP
  • 2011 – Assisted in the development of a long-term network strategy and architecture to future-proof the network
  • 2012 – Completed a detailed analysis of the current MPLS network and infrastructure
  • 2012 – Project managed and assisted in deployment of a worldwide MPLS network
  • 2012 – Implemented a dual network infrastructure while increasing bandwidth capacity and stability
  • 2016 – Completed a comprehensive circuit diversity study of the Tier 1 service provider chosen to ensure less risk to the company
  • 2016 – Assisted in contract renewal that saved the client approximately 28%
  • 2018 – Assisted in contract renewal that saved the client roughly 10%

These changes ensured a reliable and stable network that will support the customer’s business units around the world.

ITC2 Optimizing Costs Success Story

Problem Statement:
An SMB services company with more than four million users, revenues of $330 million, and a $10 million IT budget needed to scale. Their limited staff was struggling to support a 24/7 business model for its growing member network.

Solution:

  • Conducted a three-week cloud readiness assessment to determine which workloads were best fit for Azure Cloud
  • Migrated multiple workloads from the customer’s existing colocation to the Azure Cloud
  • Ensured the customer portal can scale during peak usage periods
  • Achieved PCI compliance for customer-facing applications, including the website
  • Provide ongoing 24/7 monitoring and patching of the customer’s Azure Cloud environment

This has enabled the customer to support a 24/7 business model within their new cloud environment.

Person at a desk with a question mark representing service desk

Problem Statement:

A Global financial institution sought to reduce manual processes to improve productivity and cost efficiencies. They needed a flexible, scalable self-service solution for the global service desk to accelerate incident resolution while addressing gaps in knowledge management among existing ITSM tools. 

Solutions: 

Resolve Actions automation platform was rolled out to 17,000 users to deliver synchronous automation triggered by incidents and end-user interaction. Guided workflow and decision automation were provided for an intuitive, robust means to maintain knowledge and keep information updated and actionable

Results:

  • 60% reduction in ticket volume by proactively managing application, data center, and network alerts
  • $1 million saved annually by applying Resolve Actions to 20 of the most frequently occurring alerts, resulting in faster responsiveness and lower cost in responding to events. 
  • Incident handling time reduced by up to 50%
  • Incident volumes reduced by up to 30%
  • Critical process knowledge for IT support and operations was located centrally and tied to a large and expanding library of automation modules. 
ITC2 Optimizing Cost Success Story Telecom and Security

Problem Statement:
A global financial company overpaid when purchasing direct for a telecom service provider’s over-engineered solution and lack of circuit diversity, putting the company at risk.

Solutions:

  • In 2015, instituted a procure-to-pay process utilizing a blind RFP against direct telecom vendors leveraging the ITC2 indirect channel, resulting in a 30% cost reduction with the same services and same providers vs. purchasing direct.
  • In 2015, participated in a blind RFP against direct telecom vendors. Leveraging the indirect channel, ITC2 came in at 30% lower costs with the same services and same providers through optimized cost savings of $400,000
  • In 2016, optimized customer’s telecom service provider backup strategy with no changes on the customer side, saving the customer $480,000 annually
  • In 2016, replaced a telecom service provider’s over-engineered solution and optimized circuit design saving the customer $450,000 annually
  • In 2017, jointly authored a network managed services RFP that saved the customer over $900,000 annually. ITC2 recommended the service providers
  • In 2017, identified $996,000 in annual savings for voice and long distance by leveraging existing infrastructure
  • In 2017-2018, identified $324,000 in annual savings by optimizing and consolidating voice and data services