A leading global manufacturing company
Problem Statement
Build a analytics capability around its IT infrastructure support center:
- To predict potential outages causing business impact
- To integrate all the data pieces into an environment to generate insights
- Unstructured legacy data available, but no periodic analytical trends or analytical insights
Analytics Led Approach
- Provided segment alerts based on the business impact perspective, to identify most critical ones
- Developed outage prediction models based on historical data collected in the system
- Reporting hub generating periodic and specific reports as requested giving insights
Business Impact
- One single hub giving all business insights helping in better performance and management
- Faster resolution and decision support for the participating teams
- Proactive knowledge of outage enabled better planning which in turn reduced business impact due to those outages
Critical Success Factors
- Intelligent alert system based on business impact and assigning priority levels to the critical alerts
- Outage tracking and failure prediction mechanism based on IT support center’s ticket data
- Periodic on demand reports generated by the mechanism
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