A leading US based Insurance Company | Tech Mahindra

A leading US based Insurance Company

Challenges

Company is a Spanish multinational Telecom company based in Madrid as facing Challenges: Increased technical debt, Productivity & efficiency challenge, Single click governance with dashboard, Automated RAID handling mechanism

Solution Overview

Intelligent Service Desk
  • FAQBoT for assisting Service Desk via quick access to Knowledge Repository
  • GAiA Smart Insights for Service Desk providing automated real time ticket classification and routing.
Smart Insights for Operations
  • GAiA AIOps platform ingests data from monitoring, log management and ticketing systems. Provides system health and operational metrics insights.
  • Monitors systems for a defined set of behaviors and initiates rule based remediation to restore impacted service.
  • Provides access-controlled, assisted self-service options to development teams to access commonly used services from the support team.

Impact

  • 25mins to 2mins Service restoration
  • 20% Auto-remediated up for production events
  • Increase in server to human ration