A healthcare services provider in the USA providing cost-effective health insurance with comprehensive benefits through government-sponsored programs wanted to transform IT operations by leveraging automation.
The objectives of the transformation program at the Fortune 500 company: improve efficiency, strengthen compliance, enhance quality of deliverables, reduce operational cost, and ensure stability.
Key Challenges
- Inability to quantitatively track metrics such as MTTR
- Lack of dashboards to monitor operational efficiency
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The Solution
Digital Command Center provides self-healing capabilities
The project team leveraged the Infosys Polycloud Platform to address requirements holistically. The noise elimination filter of our Polycloud Platform enabled suppression of noise and correlation of events. Automated workflows and smart bots facilitated self-healing actions.
Digital Command Center, an independent module of the Polycloud Platform, was implemented to automate incident assignment as well as response to incidents across software requirements and HR tasks.
Digital Command Center enhances reporting
The Digital Command Center of the Infosys Polycloud Platform automated business reporting and problem management analytics. An integrated alerts workbench was combined with event correlation to improve problem management. Further, self-healing workflows and auto-creation and routing of incidents accelerated resolution of service requests. Significantly, our self-help automation bots and dashboards for server health monitoring simplified IT operations.
Benefits
99.4% noise suppression in alerts and incidents
48 million+ events / alerts processed
320k+ auto-assigned incidents
58,248 automated incidents
28 minutes reduction in MTTR per incident
US$1.2 million and 35 FTEs saved
